home
***
CD-ROM
|
disk
|
FTP
|
other
***
search
/
CD ROM Paradise Collection 4
/
CD ROM Paradise Collection 4 1995 Nov.iso
/
wp
/
dta20a.zip
/
SUPPORT.DOC
< prev
next >
Wrap
Text File
|
1993-12-04
|
4KB
|
81 lines
SOFTWARE SUPPORT
DeskTop Advisor has been designed to require a minimum amount of
technical support. If you have any questions about the product, you
can often answer them yourself by accessing the on-line user manual
or by reading the printed manual. If you cannot answer your questions
by using these resources, you can contact us in several ways: via
mail, telephone, or CompuServe.
Technical support is included with the purchase price for ninety
(90) days after date of registration. We will answer your
questions and fix serious bugs that are identified during this
time. For problems involving a specific hardware or software
environment or feature, Ivden may choose not to modify the program.
In this case, if the problem is reported within the ninety-day
period, we will offer to refund your purchase price.
If you contact us by mail, please explain the problem and
circumstances surrounding it in as much detail as possible. If
you have a problem with a knowledge base you are developing, send
us the files on a diskette. Mail these items to the address in the
front of the manual.
If you contact us by telephone at (610) 328-1145 and we are not
present to answer, please leave as detailed a question or problem
description as possible, as well as your name, phone number, and
registration number. Our answering machine is accessible 24 hours a
day. We will contact you within a day providing you leave us phone
numbers where you can be reached at various times during the day.
If you have access to CompuServe, you can contact us via CompuServe
Mail at 71221,3602. You can also reach us at Support BBS at
(215) 322-5114. We will answer your message as soon as possible.
We will provide support after this period in one of two ways. You
can purchase an 'extended support' plan. This will provide you with
unlimited technical support calls for one (1) year, as well as
providing you with minor updates that occur during that period.
The cost for the 'extended support' plan is currently $50.00. It is
renewable and may be paid for by personal check, company check or
money order. At this time we do not accept credit cards.
If you choose not to purchase an 'extended support' plan, we will
provide technical support at an hourly rate, currently $50.00.
Before calling for customer support, please make sure that you have
followed the steps on the "pre-call checklist" below. Since you are
most familiar with your knowledge base, you can better diagnose
your own problems by following these steps.
PRE-CALL CHECKLIST FOR CUSTOMER SUPPORT
1. If you are having difficulty understanding the software, have
you read the user manual?
2. If you are not sure how to perform a function or use a feature,
have you read the user manual and/or used the on-line
documentation?
3. If there seems to be a problem with the software, have you been
able to reproduce the problem? Do you know what sequence of
operations causes it?
4. If the software displayed an error message, did you write down
the exact message?
5. You should be familiar with the hardware configuration you are
using. We may need to know the brand/model of your computer and
it's BIOS, the total amount of conventional, extended, and
expanded memory available when you started DeskTop Advisor, the
type of video adapter(s) you have in your system, the brand/model
and options of your printer, and the operating system version.
If you are running DeskTop Advisor on a network, we need to know
the installed network hardware and software. Other software in
use, such as memory-resident programs and device drivers, may be
important.