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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

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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…


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!)


Who is CSI Technical Support?


David Le


Haris Salam


Khan Ghazanfar


Marvin Garcia


Warren Medbury


Question and Answer


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


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