Keeping You Updated With Our
Ensuring the Best Experience with SupportJanuary 5, 2011
To ensure you have the best possible working relationship with its Support department, Design Data assigns a personal Support representative to your company.
For Support to respond to serious issues more quickly, it is necessary to prioritize as follows:
1. Multiple SDS/2 stations down
2. Single SDS/2 station down
3. Hard bugs - bugs that stop a user from working completely
4. Soft bugs - bugs that have solutions or workarounds
5. Phone calls/messages providing a brief description of the question
6. Errors and questions emailed to email@example.com
When calling Support, please remember to leave your name, company name, number and a brief description of the problem when leaving a message. This allows your Support representative to be better prepared when calling you back. This also allows Support to prioritize according to the above guidelines.
When working with Support, please give as much information as possible. Try to imagine all the information you would require to be able to recreate a problem. Information that is helpful is the version of SDS/2 being used, the computer operating system, member types and sizes, steel grades, loads, etc. Sending screenshots, RFIs, sketches, etc., also help.
Everything mentioned above is extremely helpful to Support when users are reporting bugs. We must be able to recreate the issue and report the exact steps when creating a problem report (PR) for the issue.
If you run into errors that cannot be resolved on your own, please select the email button on the error which by default will email the error to the address that is set in User options under the site tab. You can also use the save button on the error, which will save it as a basic text file; this can then be attached in an email to firstname.lastname@example.org with a description of the issue.
Sending errors to Support the two ways mentioned above rather than taking a screenshot provides us with more information about the issue and can help us to resolve it more quickly. If the error is a bug, these methods can help us track down the problem as well.
Along with the error, it is also helpful to detail the steps taken in SDS/2 that caused the error.
If you experience issues with export files from SDS/2, it is helpful for us to have the same export file that you are having issues with. This allows us to open the file here and see the information that is output. In some cases we can open the file in the same software to see the same results.
Benefits of Support
Design Data Support not only includes a personal Support representative assigned to your company, but also offers training sessions for new and advanced users. Basic Training is offered to get new users started on SDS/2 and Continuing Education is provided for more experienced users to maximize productivity by utilizing more advanced areas of the software.
Support also includes access to the Support area of Design Data's Web site, which includes software upgrades of all new versions to keep you current with all the fixes and enhancements to SDS/2. Downloads of parametrics, custom reports, manuals, and training videos can be found here, along with online forums that allow users to communicate with other SDS/2 users for real world tips and tricks. Visit www.sds2.com/support to find out what is all available. You will need a login to have access to all these benefits; if you do not have one, please contact your Support representative.
The Support department is available Monday – Thursday from 7:00 A.M. to 7:00 P.M. CST and Friday 7:00 A.M. to 5:00 P.M. CST. You can call Design Data for Support toll-free (888)883-2492 or email email@example.com.