Contact Information List

The Comany Name should also include any site related information. There are sometimes several organizations using similar or even the same Company name but with different departments. In these instances it helps to have the Customer ID.

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All AVS customers are assigned a Customer ID to help us identify and track correspondence. This assists us in distinguishing the many customer we have and individual sites within a sometimes larger organization.

The Customer ID is assigned by our financial department and has been adopted by support for consistency in dealing with issues. The Customer ID is often the quickest method of identifying your site to support. It is also the login ID for customers to use the WebFirst incident tracking interface and knowledge base.

If you do not know the Customer ID for your site, please contact customer support. It will be helpfull if you know your Company Name and contact's name (see below).

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In order to better track your issues and provide for easier communication we require a contact be identified for each site. All issues are tracked under these contacts. It is therefore recommended that you know this person before contacting support directly.

The advantages of an assigned contact for dealing with issues is;

• Increased Turnaround Time

  We are able to find and record your issues quicker and more accurately. In addition we can refer to previous incidents to help clarify issues and resolutions.

• Improved Communication and Reduced Confusion

  Many of AVS inc. product offerings can be used in highly technical ways. This lends itself to different terminology which a casual user may not be familiar with. With an assigned contact this terminology is easier to convey which helps to reduce confusion.

• Improved Resolutions Time and Reduced Frustration

  An Assigned contact will, in general, become familiar with the unique terminology and the appropriate information needed to investigate an issue. This helps to rapidly narrow an issue down for support to investigate.

• Improved Knowledge Base

  Over time the assigned contact will become familiar with the use of the AVS inc. product. This will allow the contact to gather information which is unique to your specific projects.

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AVS inc. has several products. You should be specific on which product you are encountering the issue with. You should also specify the version of the product you are using. In addition each product is supported under many different platforms. In some instances there are a few different builds for a particular platform manufacturer, such as SGI where we support an n64 and n32 bit versions. In this case it is very helpful to know which build you are using.

note: AVS inc. will provide support for the current release of a product and at least one release prior. We will attempt to assist earlier versions, however, in many instances the resolution may be to upgrade to the current release.

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AVS products are supported on several different platforms. It is helpful to know which platform you are experiencing the issue under. In this we are requesting information pertinent to the hardware and operating system you are using. This should include;

• Machine Manufacturer
• Machine Model
• OS Level
• Graphics Card
• Swap Space

note: AVS inc. will support products under the platforms designated in the Platform support table. We will assist users with an AVS product on systems with OS's of the same level or above for the product's build.

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You should include a description of what you are observing and what you were expecting. In addition you should include any error and warning messages which you may be receiving.

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In some instances we have found that we solve a particular issue only to find out that there was an easier way to accomplish what the caller wanted. It is therefore helpful to understand what you were trying to accomplish with the AVS product.

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This is what you were doing when you experienced the issue. It should include the steps taken which demonstrate the issue. This should include what modules/functions/components you were using? What steps you took prior to the issue ocurring? Anything which will assist support in reproducing your issue.