Post on 30-Dec-2015
description
Technical Support and Documentation Update
Pat Montgomery – Support
• We will cover:– Documentation
– Tech Support
• Objective:– Better understanding
– Faster and better answers
• Feedback
Technical Support and Documentation Update
• DBMS and RDBMS backends, Appx/Server, three different Appx/Clients, Client-side Printing and Processes, Appx CGI Web Server, ODBC Server, ODBC Client, Appx/Net, Unix Hasps, Windows Hasps, Open Hasps, Y2K conversion utility, Runtime calls, Foreign Language Translation, SPEED II Conversions and Upgrades, UniQue for Windows and Unix.
Technical Support and Documentation Update - Documentation
The growing number of Appx products makes the organization of Documentation and good
Technical Support challenging tasks:
Documentation• Traditional Manuals• Ad hoc documentation
– “Pats Fax”
– Ad hoc webpages
• Structured Documentation
• Message Board
Technical Support and Documentation Update
Subscription Support
• techsupp@appx.com
• ECR (Engineering Change Requests)
• support@appx.com
Technical Support and Documentation Update
Telephone Support Tools:
For remote application access:
• Appx Client/Server
For remote desktop access:
• VNC• WebEx
Technical Support and Documentation Update – Subscription Support
What information should you provide, when calling Technical Support?
• Hardware platform
• OS Release number• APPX Release numbers (For both Client & Server, if Appx/Client problem)
• Installing &/or Supporting Reseller or programmer
• How critical?
• Do you have any remote support software? Appx/Server, VNC, WebEx
Technical Support and Documentation Update – Telephone Support
• Telephone support available 8am – 6pm, Eastern time.
– After hours support available for upgrade assistance,
but should be arranged in advance.
– Emergency tech support also available.
– After hours support rate:
$200 for 1st hour, $150 per additional hour (or part thereof)
Technical Support and Documentation Update – Telephone Support
Feedback• Technical Support:
– What’s the best thing about our Technical Support?
– The worst?
– What changes would you like to see?
• Documentation:
– What’s the best thing about our Documentation?
– The worst?
– What changes would you like to see?