MTS Criterion Series 60 - Manual (Page 8)

When you have more than one MTS system, the system job number identifies your system. You can find
your job number in your order paperwork.
Example system number: US1.42460
Know information from prior technical assistance
If you have contacted MTS about this problem before, we can recall your file based on the:
• MTS case number
• Name of the person who helped you
Identify the problem
Describe the problem and know the answers to the following questions:
• How long and how often has the problem occurred?
• Can you reproduce the problem?
• Were any hardware or software changes made to the system before the problem started?
• What are the equipment model numbers?
• What is the controller model (if applicable)?
• What is the system configuration?
Know relevant computer information
For 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 where 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 can typically be found in the About selection in the Help menu.
• The names of other applications on your computer, such as:
— Anti-virus software
— Screen savers
— Keyboard enhancers
— Print spoolers
8 | MTS Criterion ™ Series 60
Technical Support