WHEN YOUR BUSINESS computer is not
performing like it should, you need it fixed fast. There are a few simple things that you
can do to help us increase the speed and precision of the technical support you receive
from us.
When problems arise, we sometimes need to send files to you or have you send files to
us, or both. The fastest method for transferring files is through a communications device
called a modem. Today almost all new computers are equipped with a modem, and a fast one
at that. In fact, you may have to special order a computer from most manufacturers to get
it without a modem. If your computer is an older one, or for other reasons doesn’t
have a modem, getting one is the first step to fast file transfer.
There are both internal and external types of modems, and either type will work fine,
but you might want to talk with a computer hardware consultant to determine which type is
best for your computer.
You will also need a telephone line for your computer’s modem to connect to the
outside world. If you have a line that is dedicated to a fax machine, you might be able to
share that line between the fax machine and the computer without too much competition for
line time. If your fax machine is very busy, have another phone line installed for the
computer.
Once you have your modem installed and connected to the phone line, it’s time to
enter cyberspace. To do that you will need internet access and e-mail. We put all of our
service packs on our web site and sometimes the solution to your problem is just a matter
of downloading and applying a service pack.
If we need to send you a special file that is not on our web site, we can send it as an
attachment to an e-mail message. Or, if one of your diskettes is damaged in shipping and
won’t install, we can send you the entire contents of the diskette via e-mail and
have you working in minutes instead of days.
The web site is accessible 24 hours a day, 7 days a week. You access our web site and
download service packs at your convenience instead of playing phone tag with us during
your busy day.
There are dozens of internet service providers to choose from. Look in the yellow pages
of your phone book under Internet Products and Services.
One product that offers a very easy and simple way for you to receive support from us
through a modem is pcANYWHERE. This is a software product made by SYMANTEC that enables us
to dial up your computer and work on it just like we were at your site. It also has file
transfer capabilities that enable us to put files on your computer or copy your files to
our computer so we can work on them at our headquarters.
This product enables you to get help from us without being on the phone with us. You
don’t even have to be involved. You put the computer in “host mode” with
two clicks of the mouse and we do the rest. We can even schedule to do the work when your
business is closed and you are gone.
SYMANTEC’s pcANYWHERE is very secure. You control who can access your computer and
when. The software has an activity log that you can review to see every keystroke and
verify what was done. Reporting to the MAX including Point of Sale and Non-profit Versions will always call you before connecting to
obtain your permission and to let you know exactly what we will be doing.
