TECHNICAL SUPPORT GUIDELINES

1. Email is the most efficient manner in which to initiate a Technical Support Incident. Often a transfer of the files that relate specifically to your problem is necessary. These files can be attached to your email message.
2. If possible, try to duplicate the problem before contacting Technical Support. This is the first step a support technician will take when working with your problem.
3. Describe the problem in detail. Document what happened, particularly if you cannot contact Technical Support immediately after the problem occurred.
4. Please include all relevant information including contact information, SIM number, product version and level, as well as what operating system you are using (Ex: Windows® 98, Windows® XP Pro Service Pack 1, etc.). A complete description of your hardware, including CPU make and speed, amount of RAM memory and available hard drive space is also critical.
5. If it is necessary for you to call, ask specifically for Technical Support. Your call will be passed to the Technical Support Coordinator who will classify your call and direct you to the correct product expert for your problem.
6. When calling Technical Support, please be in front of your computer.