DESKTOP SET README FILE -------------------------------------------------------------- Thank you for purchasing DeskTop Set!. This file contains additional information that is not in the manual or online help. HELPING YOU IS OUR HIGHEST PRIORITY -------------------------------------------------------------- We would like to help you be productive with DeskTop Set round the clock. Here is everything you need to know about getting competent, professional, and courteous help: HELPING YOURSELF IS FREE AND INSTANT -------------------------------------------------------------- The User and Reference Guides and on-line help that come with DeskTop Set are your primary sources of in-depth information. Our web site, www.desktopset.com, is your next best source. It is available 24 hours a day and contains up-to-date information, patches, answers to frequently-asked questions, solutions to common problems, and a listing of all known errors with their resolution status. If you still need assistance, installation, no-charge, and fee-based services are available via e-mail, facsimile, or phone to enable you to get effective and timely help. IF YOU NEED HELP WITH INSTALLATION -------------------------------------------------------------- Once you've purchased the program, we try our best to get you up and running. You'll receive free support for all questions related to installation and upgrading from older versions of DeskTop Set. NO-CHARGE SUPPORT -------------------------------------------------------------- You receive 4 assistance credits with each copy of DeskTop Set 6.0 that you purchase. These credits are redeemed when you request support, and do not expire. Combined with free installation assistance, these credits should cover all your conceivable support needs. If we determine that your problem is caused by the program bug, there is also no charge. FREE UPDATES -------------------------------------------------------------- Whenever we learn about an error, we rush to fix it. Also, from time to time, we may add a new feature that was not included in the initial release. These fixes and additions are then placed on our web site, and you can always download them free of charge. FEE-BASED SERVICES -------------------------------------------------------------- Fee-based service is intended to provide you with timely and competent answers to issues that are not covered by other options. We employ a sophisticated and well-motivated staff to help you to the best of our abilities. Please employ us as you would your accountants, attorneys or consultants -- as an essential resource and adjunct to your business or profession. Here are the types of questions that we would be glad to help you with efficiently and economically: 1. How-to...? 2. Integration between DeskTop Set and supported programs, such as Microsoft Exchange, WinFax; 3. Designing letter templates for Microsoft Word and WordPerfect; 4. Creating and modifying print templates and the operation of your printer; 5. Converting information from other programs and importing data files; 6. Setting up and operating Dialer and CallerID; 7. Setting up business card scanners; 8. Using DeskTop Set with pagers; 9. Transferring information to Pilot, or other organizers using Intellilink. ABOUT SERVICE CREDITS -------------------------------------------------------------- Fee-based service is based on assistance credits. Once your initial 4 credits expire, you may purchase additional ones in advance, and redeem them when you need service. Once purchased, they do not expire, and you may use them at any time. When you request service, assistance credits are redeemed as follows: Type of service Per issue ----------------------------------------- E-mail or fax inquiry 1 Phone call (per 15 min.) 1 File conversion (per file) 4 File recovery (per file) 4 Additional 4-credit service packs can be purchased for $69.00 by contacting our sales department at 201-909-8600. GETTING HELP -------------------------------------------------------------- If you need to contact us for support via fax or e-mail, please do so in the manner that you wish to be responded to (e.g. fax inquiries will get fax responses). To request telephone assistance, please contact us by phone at 201-909-8600, by fax at 201-909-0688, or via e-mail (help@okna.com) to arrange a mutually convenient time. Please indicate several one-hour periods when we may return your call. Of course, if a technician is available at the time of your request, they will speak with you immediately. Please always include your name, telephone/ext., fax, e-mail, and serial number on your correspondence. You can find your serial number on the DeskTop Set opening screen, which you can also view by selecting the "Help/Copyright..." command from any program menu. FREQUENTLY-ASKED QUESTIONS ABOUT TECHNICAL SUPPORT -------------------------------------------------------------- Q. If I have a question during the first 60 days, do I have to redeem assistance credits? A. You will not be charged for questions concerning installation problems during the first 60 days. You may redeem assistance credits to receive service on any other issues. Each copy of DeskTop Set includes 4 assistance credits. Q. What if I have a question that requires multiple faxes or e-mail messages to resolve? A. You will be charged for a single incident, even if it takes more than one interaction to resolve the issue. Q. What if my fax or e-mail inquiry involves more than one issue? A. If your fax or e-mail request contains multiple questions on a variety of topics, your consultant will determine the number of separate issues and debit your account accordingly. If you are not sure of how many issues your message contains, please ask so we may advise you of the charge before answering your additional questions. Q. What if my question is caused by a bug? A. You will not be charged for service if your question or difficulty is the result of a bug. A "bug" is a programming error that prevents the program from working as described in the manual, and does not include compatibility problems with video or print drivers, third-party shells or navigators, etc.. We reserve the right to determine what is, or is not, considered a bug. Q. How do I get phone support? A. Telephone support may be obtained by calling 201-909-8600, or by requesting a return call from us by fax at 201-909-0688, or by e-mailing technical support at help@okna.com. Q. What if I have files that need to be converted? A. If you have data files that you would like to convert to DeskTop Set format, you may send us the file on diskette and we will attempt to convert it for you. It may not be possible to convert all proprietary information. The new file may also require you to make minor adjustments, depending on the format of the original file. Assistance credits are debited before we begin the conversion. Q. What if my files need to be repaired? A. If your files become corrupted by power outage, improper exiting of Windows, disk crashes, viruses, etc., you may send them to us for repair. Assistance credits are debited before we begin working with your files. If it becomes obvious that your files are irretrievable, you will not be charged. We have provided a backup utility with DeskTop Set, and encourage you to back up your data regularly. Having a backup is the only reliable solution if your files become corrupted. Q. How do I purchase more assistance credits? A. Additional credits must be purchased in advance and can be redeemed when you request service (we will debit your account). Assistance credits do not expire, and you may use them at any time. Please contact our Sales department at 201-909-8600 for details regarding purchasing additional assistance credits. If you do not have a major credit card, you may send a check. Q. Our company purchased a multi-user pack. How many assistance credits do we get? A. Your company receives 4 credits for each copy. For example, you receive 40 credits with the purchase of a 10-user pack. HOW TO CONTACT US -------------------------------------------------------------- Web: http://www.desktopset.com By phone: 201-909-8600 By fax: 201-909-0688 Support: Help@okna.com Sales: Sales@okna.com President: Konstantin@okna.com