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?