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ShareWare OnLine 2
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ShareWare OnLine Volume 2 (CMS Software)(1993).iso
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!TECHIE.TXT
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1993-03-01
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{ARTISOFT'S TECHNICAL SUPPORT CENTER}
Technical Support is free to all owners of Artisoft products and
is available between the hours of 7:00AM and 5:00PM Mountain
Standard Time. Users can contact a Technical Support
Representative for assistance by calling (602)293-6363. If a
customer prefers, a message for a return call can be left at this
number as well.
An alternative method to receive Technical Support is to FAX in
requests for support. The Artisoft FAX telephone number is
(602)293-8065. Users may access the Artisoft BBS for Technical
Support. This telephone number is (602)293-0065; it is an open
BBS for all owners of Artisoft products. On CompuServe, Artisoft
has a forum, also; use GO ARTISOFT to gain access once connected
to CompuServe.
Technical Bulletins are available on Artisoft's Automated FAX
System (AFS). To download bulletins from the AFS, customers
should use the hand-set on their FAX machines to dial
(602)293-1397 and follow the voice prompts to download the
selected bulletins. For a list of available bulletins, download
FAX number 2.
During the initial greeting after dialing the (602)293-6363
telephone number, the customer is prompted to press 3 for
Technical Support. After pressing 3, the customer will hear
further voice prompts as follows:
{o} For Windows support, press 1: If the customer is having
problems using Microsoft's Windows on a LANtastic network,
or with LANtastic for Windows, this queue will ensure that a
Technical Support Representative trained to support Windows
will answer the call.
{o} For third party adapters, LANtastic/Z, Central Station, or
ArtiCom support, press 2: If a customer has any of these
products, this queue will ensure that a Technical Support
Representative specially trained on these products will
answer the call.
{o} For LANtastic and all other Artisoft products, press 3: Then
choose 1: for new installation assistance or 2: for help with
an existing network.
All queues are answered on a FIFO (first-in-first-out) basis.
In order for Technical Support to help troubleshoot problems as
efficiently as possible, it is important -
{o} for customers to call using a telephone as close to the
problem computer as possible.
{o} to have the hardware and software manuals associated with
the network near at hand in case the Technical Support
Representative needs to refer the customer to specific
sections of the manuals for details such as various
available jumper settings or the syntax for a switch on a
software command line.
{o} to help the Technical Support Representative quickly
identify where to begin to troubleshoot, by having error
messages that appear on the computer's monitor written down;
a short description of the problem and what operation was
being performed when the error message was displayed is
important as well.
{o} to have the serial number available; this is located on the
label of the original network operating system diskette, on
the registration card included in the box, or on the side of
the box itself.
{o} when FAXing in requests for Technical Support, to be sure to
include the company name, the contact's name, a return
telephone number, and a return FAX number.