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Getting the Most from CSI Software Technical Support. Thursday, November 19, 2009 1:30-2:25p , Forest III Aaron Havens , Technical Support Manager. What are we here for?. Answer customer questions on software use and functionality.
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Getting the Most from CSI Software Technical Support Thursday, November 19, 2009 1:30-2:25p, Forest III Aaron Havens, Technical Support Manager
What are we here for? • Answer customer questions on software use and functionality. • Troubleshoot and resolve technical issues with CSI software, software configuration and hardware purchased through CSI. • Report issues & enhancements for customers. • Perform updates of the software on customer servers.
What do we not do? • We are not an IT department. • Server, network, workstation maintenance • Backups of servers • Virus/Spyware removal • We are not software trainers. • Answer questions on specific items but not a full comprehensive training. • We are not development. • We can’t add the button but we can enter an enhancement request for the button to be added.
How do I contact you? • Phone - (800) 247-3431 • Email – techsupport@csisoftwareusa.com • Fax – (713) 337-8277 • After Hours Emergency Support Number available for additional fee • 24 Hour Network Support for Hosted Services!
Details, Details, Details… • What is the error message? • Not all error messages are made alike. • What actions were you performing? • Knowing there is an error and being able reproduce the error can save time in troubleshooting and fixing. • Do you have a screenshot? • Take a screenshot with the Print Screen button (copies to clipboard) • Paste in Microsoft Word and send us the picture
Details, Details, Details… • Has anything changed? • Software on machine • New Computer • New Internet Service Provider • Server Move • Is the problem happening on all machines or just one? • What actions have you already taken to try to fix the problem?
Details, Details, Details… • What is the urgency of the issue? • Customer waiting? • Deadline? • Know what outcome you are looking for. • Know your version and date. • Spectrum 8.5b 6/23/2008 • SpectrumNG 3.5 10/21/2009 • SpectrumNG 4.0 11/5/2009 • Have a central point of contact at the facility that knows what the issues are.
Details, Details, Details… • Let us know who can do what. • Can only specific people schedule updates? • Have a contact list available for your staff • Who to call about IT problems • Who to call about CSI • Be ready to talk about your business process • Get a ticket number • Know your technician
Resources for You • Wiki – http://wiki.csisoftareusa.com • Forums – http://forums.csisoftwareusa.com • eLearning and Webinarshttp://www.csisoftwareusa.com/training • eLearning lessons • Webinars • Instructor-Led • Pre-recorded • Monthly Open Line Webinars (Ask Anything you want!)
Account Managers ToniGrafner tgrafner@csisoftwareusa.com 800-247-3431 x223 Randy Cruz rcruz@csisoftwareusa.com 800-247-3431 x278 Western North America Eastern North America
Coming Up Next… • 2:30p – 3:25p • New in SNG v4.5/Product Roadmap, Forest I • Adv. Trng.: Using the Facility Management Suite to Manage Your Facility, Forest II • Basic Trng.: Using Spectrum NG Reports, Forest III • Migrating from Spectrum to Spectrum NG, Cottonwood • 4:00p – 5:00p – Town Hall Meetings • Health & Fitness Clubs and Wellness Ctrs., Forest I • Campus Recreation and Parks & Rec, Forest II • Non-Profits (JCC’s & YMCA’s), Forest III