MTS ReNew Technical Reference - Manual (Page 12)

ReNew Technical Reference 12
Contacting MTS
Preface
Know relevant computer
information
If you are experiencing a computer problem, have the following information
available:
• Manufacturer’s name and model number
• Amount of system memory
• Network information (type and version level)
Know relevant software
information
If you are experiencing a software problem, have the following information
available:
• Operating software information (type and version level)
• MTS application software information (name and version level)
• Names of other software that are running on your computer, such as screen
savers, keyboard enhancers, print spoolers, and so forth
Be prepared to
troubleshoot
Prepare yourself for troubleshooting while on the phone:
• Try to call from a telephone close to the system so that you can try
implementing suggestions made over the phone.
• Have the original operating and application software disks available.
• If you are not familiar with all aspects of the equipment operation, have an
experienced user nearby to assist you.
While on the phone
Your call will be registered by a HELPLine agent. In addition to asking for your
site number, the agent might also ask to verify your name, company, company
address, and the phone number where you can normally be reached.
Write down relevant
information
Prepare yourself in case a call back is required:
• Remember to ask for the work order number.
• Record the name of the person who helped you.
• Write down any specific instructions to be followed, such as data recording
or performance monitoring.
After you call
MTS logs and tracks all calls to ensure that you receive assistance and that action
is taken regarding your problem or request. If you have questions about the status
of your problem or have additional information to report, please contact MTS
again.