Support
This support screen is going to start out a little different. Support goes both ways. We do our best to support you, and by your support you can help us minimize our time on site. It's a win-win situation because we are out of your hair more quickly, and we can move on to other customers and cover more ground in a day if needed.
To accomplish this, please observe the following:
- - Take Notes - the more the better. If you have an error occuring, make note of what program it was that you were working in, make note of what programs were running at the same time, and make note of anything unusual that you may have noticed leading up to the error. Whatever the trouble or problem is, sometimes knowing what didn't happen is just as important as knowing what did happen.
- - Is it repeatable? Can you make it happen on demand?
- - Are there environmental considerations? Was it excessivley warm today? If you place your hand on the top of the computer, is it slightly warmer than body temperature? Or is it going to be a great foot warmer this winter?
- - Any tell-tale sounds? A fan squeaking or growling when the computer is first turned on? Excessive noise from the hard drive?
- - Is there room around the computer to work when the tech arrives? If you would like some of our 'horror' stories, we will publish a list under a nom de plume with ALL the names changed to protect the innocent.
- - Have you been performing nomal preventative maintenence? Dust bunnies can kill a computer dispite their cute little name. Is there space around the computer so it can 'breathe'?
- - Do NOT let a problem compound itself into something bigger. For example, one customer ignored the messages about running out of space soon on their email program. After several weeks of messages, the email program finally crashed. The data file was so large that when decompressed to effect the repair on it, it exceeded all permissable sizes for that file type - approximately 20 percent of their email was lost. And worse, the lost data was almost random throughout their email system. AS a side note, we had created redundant backups of that file before we touched it. We were able to reconstruct the file with some rather expensive utilities. It only cost an additional few days in time and roughly a thousand dollars - not to mention the stress and worry for the customer.
More specific notes on customer performed preventative maintenance to follow highlighting specific activities and problems.
Phone:
1-907-555-1212
Toll-Free:
1-800-555-1212
Mobile:
1-907-555-1212
Fax:
1-907-555-1212