Getting HELP TIPS

Here are three tips to remember when you contact Naviteer Technical Support for assistance. They will help make your support experience run smoothly, and enable us to assist you as quickly and efficiently as possible.

Tip #1: Be as detailed as possible when you describe your issue

Technical Support defines a "problem" as a "situation in which an expected level of performance is not being achieved." If you encounter a problem, start by answering the question "What is wrong with what?" The answer to this question is a good statement to use as the subject of your submission. Here are several examples: "New user cannot log on to Naviteer Programs" or "Adding customer order generates error message xxxx."

Provide details that will help us understand the specifics of the problem. Consider providing answers to these questions:

•What do you see that indicates that there is a problem?

•What were you expecting to happen?

•When does the problem occur (what do you do to create the problem)

•Did it ever work as expected?

•How often does the problem occur?

•Who is encountering the problem?

•When did it begin happening?

Tip #2: Attach supporting documentation

If you are presented with an error message, please send the details of the error message.

If you are encountering a problem with the behavior of the software, create a screen capture of the condition. Use the keyboard Print Screen button and then use Ctrl-V to paste the picture into the email body or in a Word document.

Tip #3: Describe any steps that you have taken to resolve the problem yourself

If you have already taken steps to resolve the problem on your own, please let us know what steps you took and the results. It is often very beneficial to know what testing you have already performed so that we can compare your results to the problem, as well as to avoid asking you to repeat steps. Let us know if you have tested on other machines. We hope that everything runs smoothly and you rarely need technical support. However, for those times that you do need to submit a request for assistance to Naviteer Technical Support be sure to use the guidelines above to help us serve you better.