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1998-05-13
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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