Collections Management

KE EMu Support:● What is it?

● How to make the most of it.

Collections Management

KE EMu Support

2 September 2005

Support: What is it?

Correct errors within EMu Upgrades Continued dialog between KE and the

Customer

Collections Management

KE EMu Support

2 September 2005

Forms of Support: Phone

Immediate access to Support staff (between 9:00AM and 5:30PM Weekdays)

KE Hold Music???

Collections Management

KE EMu Support

2 September 2005

Forms of Support: e-mail

24 hour access Support items are assigned a ticket number Tickets can be prioritised Tickets are persistent within the system until

item is marked as “Resolved” Support team monitor all e-mails Tickets easily transferable (escalated to

Developers)

Collections Management

KE EMu Support

Collections Management

KE EMu Support

2 September 2005

Support: Other Sources

http://www.kesoftware.com/emu/support.html

KE EMu Help (bundled with EMu 3.1) EMuUsers.org

FAQs EMu Training booklets

Collections Management

KE EMu Support

Collections Management

KE EMu Support

2 September 2005

Support: Making Most of It

Providing details...The more information the better!

Collections Management

KE EMu Support

2 September 2005

Support: Making Most of It EMu Client/Server details…

Collections Management

KE EMu Support

2 September 2005

Support: Making Most of It Other details…

Module Name, Tab, fieldMode (query/display/edit or all)EMu user/group (ie. Herpetology, Mammalogy)Example IRNsSteps to reproduce the problemSeverity (ie. is there a workaround?)Pictures are very helpful (error messages)

Collections Management

KE EMu Support

2 September 2005

Collections Management

KE EMu Support

Collections Management

KE EMu Support

2 September 2005

Support Staff: Melbourne

Hannah “The Tele-marketer Assassin” Rochester

• Please don’t ring and try to sell her anything.

Collections Management

KE EMu Support

2 September 2005

Support Staff: Melbourne

Yanwei “The Ticket-Terminator” Chen

• Makes the best chicken wings at KE. Ask her for the secret recipe…

Collections Management

KE EMu Support

2 September 2005

Support Staff: Melbourne

Luca “The Lifesaver” Vari

• Pity his darts skills aren’t as good as his coding!!

Collections Management

KE EMu Support

2 September 2005

Support Staff: Melbourne

Helena “The Rookie” Sukmawijaya

• KE Melbourne’s latest recruit

• Likes sushi and going to the beach

Collections Management

KE EMu Support

2 September 2005

Support Staff: Melbourne

Paul “Teddy-Bear” O’Doherty

• Parts: Unknown• Weight: Unknown

Collections Management

KE EMu Support

2 September 2005

Support Staff: Sydney

Martin “Cheeky” Joujou• Qualifications too

impressive to show here

Collections Management

KE EMu Support

2 September 2005

Support Staff: Sydney

Michael Green• KE latest Sydney recruit