Getting the Most from CSI Software Technical Support Thursday, November 19, 2009 1:30-2:25p, Forest...

Getting the Most from CSI Software

Technical Support

Thursday, November 19, 2009 1:30-2:25p, Forest III

Aaron Havens, Technical Support Manager

What are we here for?

• Answer customer questions on software use and functionality.

• Troubleshoot and resolve technical issues with CSI software, software configuration and hardware purchased through CSI.

• Report issues & enhancements for customers.• Perform updates of the software on customer

servers.

What do we not do?

• We are not an IT department. – Server, network, workstation maintenance– Backups of servers– Virus/Spyware removal

• We are not software trainers.– Answer questions on specific items but not a full

comprehensive training.

• We are not development.– We can’t add the button but we can enter an

enhancement request for the button to be added.

How do I contact you?

• Phone - (800) 247-3431• Email – [email protected]• Fax – (713) 337-8277• After Hours Emergency Support Number

available for additional fee

• 24 Hour Network Support for Hosted Services!

Details, Details, Details…


• What is the error message?– Not all error messages are made alike.

• What actions were you performing?– Knowing there is an error and being able reproduce the error

can save time in troubleshooting and fixing.

• Do you have a screenshot?– Take a screenshot with the Print Screen button (copies to

clipboard)– Paste in Microsoft Word and send us the picture


• Has anything changed?

– Software on machine

– New Computer

– New Internet Service Provider

– Server Move

• Is the problem happening on all machines or just one?

• What actions have you already taken to try to fix the problem?


• What is the urgency of the issue?– Customer waiting?– Deadline?

• Know what outcome you are looking for.

• Know your version and date.– Spectrum 8.5b 6/23/2008

– SpectrumNG 3.5 10/21/2009

– SpectrumNG 4.0 11/5/2009

• Have a central point of contact at the facility that knows what the issues are.


• Let us know who can do what.– Can only specific people schedule updates?

• Have a contact list available for your staff– Who to call about IT problems– Who to call about CSI

• Be ready to talk about your business process

• Get a ticket number

• Know your technician

Resources for You

• Wiki – http://wiki.csisoftareusa.com• Forums – http://forums.csisoftwareusa.com• eLearning and Webinars

http://www.csisoftwareusa.com/training– eLearning lessons– Webinars

• Instructor-Led• Pre-recorded• Monthly Open Line Webinars (Ask Anything you want!)

Who is CSI Technical Support?

David Le

Haris Salam

Khan Ghazanfar

Marvin Garcia

Warren Medbury

Question and Answer

Account Managers

Eastern North

America

Western North

America

Toni [email protected] x223

Randy [email protected]

800-247-3431 x278

Coming Up Next…

• 2:30p – 3:25p– New in SNG v4.5/Product Roadmap, Forest I– Adv. Trng.: Using the Facility Management Suite to

Manage Your Facility, Forest II– Basic Trng.: Using Spectrum NG Reports, Forest III– Migrating from Spectrum to Spectrum NG,

Cottonwood

• 4:00p – 5:00p – Town Hall Meetings– Health & Fitness Clubs and Wellness Ctrs., Forest I– Campus Recreation and Parks & Rec, Forest II– Non-Profits (JCC’s & YMCA’s), Forest III

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