getting the most from csi software technical support thursday, november 19, 2009 1:30-2:25p, forest...
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![Page 1: Getting the Most from CSI Software Technical Support Thursday, November 19, 2009 1:30-2:25p, Forest III Aaron Havens, Technical Support Manager](https://reader030.vdocuments.net/reader030/viewer/2022032722/56649cf05503460f949bf135/html5/thumbnails/1.jpg)
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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
![Page 3: Getting the Most from CSI Software Technical Support Thursday, November 19, 2009 1:30-2:25p, Forest III Aaron Havens, Technical Support Manager](https://reader030.vdocuments.net/reader030/viewer/2022032722/56649cf05503460f949bf135/html5/thumbnails/3.jpg)
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.
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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.
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How do I contact you?
• Phone - (800) 247-3431• Email – [email protected]• Fax – (713) 337-8277• After Hours Emergency Support Number
available for additional fee
• 24 Hour Network Support for Hosted Services!
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Details, Details, Details…
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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
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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?
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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.
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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
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Resources for You
• Wiki – http://wiki.csisoftareusa.com• Forums – http://forums.csisoftwareusa.com• eLearning and Webinars
http://www.csisoftwareusa.com/training– eLearning lessons– Webinars
• Instructor-Led• Pre-recorded• Monthly Open Line Webinars (Ask Anything you want!)
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Who is CSI Technical Support?
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David Le
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Haris Salam
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Khan Ghazanfar
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Marvin Garcia
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Warren Medbury
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Question and Answer
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Account Managers
Eastern North
America
Western North
America
Toni [email protected] x223
Randy [email protected]
800-247-3431 x278
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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