Being Taken Seriously
If you’ve read the manual, checked the databases, and you’re still stumped, it’s time to call the vendor. Whether you pay as you go for what seems to be a hopeless problem or have a support contract, a couple of strategies exist that will help maximize your encounter with a professional technical support person.
Primary in your efforts will be how well you’ve documented the problem during your troubleshooting efforts. If you’ve used SOAP notes during the problem, you probably already have exactly what a tech support person is wanting:
Type of hardware involved
Type of network involved (maps)
Time relationship (ongoing, time of day)
If you cannot reproduce a problem, neither can the ...