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Technical Support and Documentation Update

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.

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Technical Support and Documentation Update

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  1. Technical Support and Documentation Update Pat Montgomery – Support

  2. We will cover: • Documentation • Tech Support • Objective: • Better understanding • Faster and better answers • Feedback Technical Support and Documentation Update

  3. The growing number of Appx products makes the organization of Documentation and good Technical Support challenging tasks: • 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

  4. Documentation • Traditional Manuals • Ad hoc documentation • “Pats Fax” • Ad hoc webpages • Structured Documentation • Message Board Technical Support and Documentation Update

  5. Subscription Support • techsupp@appx.com • ECR (Engineering Change Requests) • support@appx.com Technical Support and Documentation Update

  6. Telephone Support Tools: For remote application access: • Appx Client/Server For remote desktop access: • VNC • WebEx Technical Support and Documentation Update – Subscription Support

  7. 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

  8. Telephone support available 8am – 6pm, Eastern time. • After hours support available for upgrade assistance, butshould 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

  9. 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?

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