- #Tablecurve 3d how to#
- #Tablecurve 3d software#
Debugging customer written macros, scripts or input programs. Writing original syntax for a customer using the customer’s data dictionary. #Tablecurve 3d how to#
It is not the responsibility of Technical Support to show the customer how to manipulate and analyze their data in SSI or go beyond the standard, documented examples to provide sophisticated programming solutions. This may not include major data restructuring or getting products to do something in a complicated way that perhaps another module or third party product will do more simply.
In addition to the above, Technical Support has a fundamental responsibility to the customer to help use what is in the documentation to get a specific task done by expanding on what is documented and giving an example of how to do it.
Explanation of a keyword or option which is under documented. Identification of which procedure performs a specified statistical or mathematical analysis. Explanation of how the products calculate the required analysis. Guidance in constructing syntax to perform a particular analysis. Expand on the example or definitions if necessary to comprehensively define a concept. Clarify documentation examples that may not be clear or may be ambiguous. Identify procedures that will produce particular mathematical or statistical analyses. #Tablecurve 3d software#
Clarify Systat Software product definitions, assumptions, computational methods and output presentation. Suggest problem-solving strategy to customer. Assess source of abnormal termination of job. Determine reasonable workaround for customer if possible. Assess the scope and magnitude of possible defect. In situations in which common trouble shooting techniques have been unsuccessful, “walk through” the installation procedure over the phone with the customer. Clarify any system requirements necessary. Resolve any media or environmental problems that prohibit a successful installation of the software. Assist the customer or technical contact in the installation of SYSTAT products. General Troubleshooting of Printing and Local Issues. In the case of software, which is licensed on an annual basis, Technical Support is provided to customers whose software maintenance is valid. Customer Service should be contacted for these at Support will be provided for software, which is the most current release on its particular platform. Technical Support does not provide installation documentation, encryption codes or replacement media. If a problem is escalated to Product Development, it retains its tracking number and remains open in the Technical Support customer database. If you can’t be reached directly, Technical Support will leave a detailed message or send a fax or email which can directly address your issue.Ī very small percentage of these problems will be escalated to our Product Development department, who may work directly with customers or who may confer with Support Representatives about steps to take towards resolution. Sometimes the initial contact will be by fax or email, depending on your preference or if the Support Representative has something substantial to fax or email. If the call is not returned, the Support Representative will attempt to contact you at least two or more times, either by phone, fax or email. If you can’t be reached, a telephone message will be left, often with pertinent information and usually asking you to return the call. In the earlier case we will make every attempt to contact you within 3 working days from the moment incident is opened. If your problem cannot be resolved during the call, you have to specify your incident tracking number given by us for future reference on the problem or the service request will be escalated to a Technical Support Representative more knowledgeable about the particular problem. Sometimes a Technical Support Representative will need more time to work on a solution for a customer or will encounter a problem beyond the scope of representative’s knowledge. Technical Support Representatives attempt to resolve all customer problems while the customer is on the phone. This does not include major data restructuring or getting Technical Support to do something too complicated that perhaps another module or third party product will do more simply. Technical support includes helping a customer use what is in the documentation to get a specific task done by expanding on what is documented and giving an example of how to do it. This includes installation, printing and operational problems when things may not work as documented. As a general rule, technical support is helping the customer run the software as documented. Technical Support provides support for all current Systat Software products.
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