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KE EMu Support: What is it? How to make the most of it. PowerPoint Presentation
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KE EMu Support: What is it? How to make the most of it.

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KE EMu Support: What is it? How to make the most of it.

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  1. KE EMu Support: • What is it? • How to make the most of it.

  2. Support: What is it? Correct errors within EMu Upgrades Continued dialog between KE and the Customer 2 September 2005

  3. Forms of Support: Phone Immediate access to Support staff (between 9:00AM and 5:30PM Weekdays) KE Hold Music??? 2 September 2005

  4. Forms of Support: e-mail 24 hour access Support items are assigned a ticket number Tickets can be prioritised Tickets are persistent within the system until item is marked as “Resolved” Support team monitor all e-mails Tickets easily transferable (escalated to Developers) 2 September 2005

  5. Support: Other Sources http://www.kesoftware.com/emu/support.html KE EMu Help (bundled with EMu 3.1) EMuUsers.org FAQs EMu Training booklets 2 September 2005

  6. Support: Making Most of It Providing details... The more information the better! 2 September 2005

  7. 2 September 2005 Support: Making Most of It • EMu Client/Server details…

  8. Support: Making Most of It Other details… Module Name, Tab, field Mode (query/display/edit or all) EMu user/group (ie. Herpetology, Mammalogy) Example IRNs Steps to reproduce the problem Severity (ie. is there a workaround?) Pictures are very helpful (error messages) 2 September 2005

  9. 2 September 2005

  10. 2 September 2005 Support Staff: Melbourne Hannah “The Tele-marketer Assassin” Rochester • Please don’t ring and try to sell her anything.

  11. 2 September 2005 Support Staff: Melbourne Yanwei “The Ticket-Terminator” Chen • Makes the best chicken wings at KE. Ask her for the secret recipe…

  12. 2 September 2005 Support Staff: Melbourne Luca “The Lifesaver” Vari • Pity his darts skills aren’t as good as his coding!!

  13. 2 September 2005 Support Staff: Melbourne Helena “The Rookie” Sukmawijaya • KE Melbourne’s latest recruit • Likes sushi and going to the beach

  14. 2 September 2005 Support Staff: Melbourne Paul “Teddy-Bear” O’Doherty • Parts: Unknown • Weight: Unknown

  15. 2 September 2005 Support Staff: Sydney Martin “Cheeky” Joujou • Qualifications too impressive to show here

  16. 2 September 2005 Support Staff: Sydney Michael Green • KE latest Sydney recruit