MTS Criterion 60 - Manual - Manual (Page 8)

MTS Criterion™ Series 60 Product Manual 8 Technical Support
Know relevant
computer information
If you are experiencing a computer problem, have the following information
available:
• Manufacturer’s name and model number
• Operating software type and service patch information
• Amount of system memory
• Amount of free space on the hard drive in which the application resides
• Current status of hard-drive fragmentation
• Connection status to a corporate network
Know relevant
software information
For software application problems, have the following information available:
• The software application’s name, version number, build number, and if
available, software patch number. This information is displayed briefly
when you launch the application, and can typically be found in the “About”
selection in the “Help” menu.
• It is also helpful if the names of other non-MTS applications that are
running on your computer, such as anti-virus software, screen savers,
keyboard enhancers, print spoolers, and so forth are known and available.
If You Contact MTS by Phone
Your call will be registered by a Call Center agent if you are calling within the
United States or Canada. Before connecting you with a technical support
specialist, the agent will ask you for your contract number, name, company,
company address, and the phone number where you can normally be reached.
If you are calling about an issue that has already been assigned a notification
number, please provide that number. You will be assigned a unique notification
number about any new issue.
Identify system type To assist the Call Center agent with connecting you to the most qualified
technical support specialist available, identify your system as MTS Series 60
Static-Hydraulic Universal Test Systems.
Be prepared to
troubleshoot
Prepare yourself for troubleshooting while on the phone:
• Call from a telephone when you are close to the system so that you can try
implementing suggestions made over the phone.
• Have the original operating and application software media available.
• If you are not familiar with all aspects of the equipment operation, have an
experienced user nearby to assist you.
Write down relevant
information
Prepare yourself in case we need to call you back:
• Remember to ask for the notification 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.