MTS ReNew Technical Reference - Manual (Page 11)

Contacting MTS
ReNew Technical Reference Preface 11
What to Expect When You Call
Note Some of the following information specifically discusses what to expect
when you call the MTS HELPLine. The process for international
technical assistance will differ.
Before you call
MTS can help you more efficiently if you have the following information
available when you call.
Know your site number
and system number
You will be asked for your site number and system number.
The site number contains your company number and identifies your equipment
type (material testing, simulation, and so forth). The number is usually written on
a label on your MTS equipment before the system leaves MTS. If you do not
have an MTS site number or do not know your site number, you should contact
your MTS sales engineer.
Example site number:C84166-W01
When you have more than one MTS system, the system (or job) number
identifies which system you are calling about. You can find your job number in
the papers sent to you when you ordered your system.
Example system (project) number:US1.12345
Know information from
prior technical
assistance
If you have called before regarding this problem, we can recall your file. You will
need to tell us the:
• MTS work order number.
• Name of the person who helped you.
Identify the problem Describe the problem you are experiencing and know the answers to the
following questions:
• How long has the problem been occurring?
• Can you reproduce the problem?
• Were any hardware or software changes to the system made before the
problem started?
• What are the model and serial numbers of the suspect equipment?