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!TECHY.TXT
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1992-02-17
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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 (Rep) 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, this
queue will ensure that a Rep 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 Rep specially trained on
these products will answer the call.
o For LANtastic and all other Artisoft products, press 3: This
will place the call in the main queue where trained Reps will
answer the call.
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 Rep 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 Rep 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.