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Newpoint Technologies, Inc. COMP-USER-006
Salem, NH 03079 Rev. 3.2 –01/31/01
63
Support is a Collaborative Process
Technical Support can be a difficult process over distance. We
believe that as the owner or operator of your system, you are
motivated to make sure that the system is up and running; therefore,
you must become involved in the successful operations and support
of the system.
What does this mean?
Back up your system regularly. Perhaps one of the most important
and useful things you can do is to set up a schedule of regular system
backups. It may be that the only viable solution to a serious problem
is to reload (restore) previous data.
Create secure user accounts. It is also important to make sure that
security levels and user accounts are properly established, so that
unauthorized users do not access or modify sensitive information.
Log all system maintenance and reconfiguration activities. So that
we can better assist you, keep an ongoing Activity Journal or log
that briefly details hardware or network modifications as you make
them. While we may not always be able to assist with problems
caused by these modifications, we can reach any possible resolution
more quickly if we know what has been done.
Contact us when you need help. It can be difficult to find you if we
need to call you back to resolve a support issue. We ask that you
provide a convenient time to call, when you will be at the site and
prepared to follow troubleshooting instructions.
Help us to help you. Use the Technical Support Checklist to
prepare for and document each request for technical support. This
form, located at the back of this Guide, includes information we will
require while troubleshooting and resolving your issues. (Make
copies of the form for further use.)