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Getting the Most from CSI Software Technical Support

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

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  1. Getting the Most from CSI Software Technical Support Thursday, November 19, 2009 1:30-2:25p, Forest III Aaron Havens, Technical Support Manager

  2. 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.

  3. 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.

  4. 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!

  5. Details, Details, Details…

  6. 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

  7. 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?

  8. 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.

  9. 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

  10. 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!)

  11. Who is CSI Technical Support?

  12. David Le

  13. Haris Salam

  14. Khan Ghazanfar

  15. Marvin Garcia

  16. Warren Medbury

  17. Question and Answer

  18. 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

  19. 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

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