Support loves a good mystery. We love good stories too. Mostly though, we like them on our off time . . not when we are at work. So here's what can be done to reduce both when you are reporting a problem.
The key thing to remember is that we need information on what's going on to be able to help you. To better assist us assist you, always include the following information when you write into support:
The name of the product that is giving you trouble (and the method you used to install it; standalone installer or Impulse)
- Whether the product is a standalone purchase, part of a subscription or a trial version.
- A concise description of your problem, including any error messages you receive. Screenshots are AWESOME!
- When the problem occurs, preferably with instructions on how to reproduce it (if possible), as well as how often it happens.
- What steps (if any) you have already taken to rectify the issues.
- Any e-mail addresses you may have accounts under
- What version of Windows you are using (XP/Vista/7,8, 32/64-bit).
- What else have you changed/installed/updated recently
Things we don't need:
- Trying to figure out who you are or what products you need help with or what the problem is.
- Your credentials - We're glad you are a system admin or what-not but it probably won't help.
- Anger, vulgarities. We know you may be frustrated and we'll try to make it better quickly.
Ways you can thank us:
- Not doing whatever it was that broke whatever it was again.
- Saying thank you.
No one wants to contact support. It means something went wrong. With a little planning though the frustration can be minimized with clear, succinct reporting and timely responses.