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“Through the use of Asentria’s SNMP-Link, we can now remotely survey our entire network, including our security, power and alarm equipment. Their products are seamlessly integrated into our network, and help us avoid expensive labor and installation costs.”
Jim Wemette, Manager of Systems Engineer at Burlington Telecom


Help Tech Support Help You!


by Ron Churchill
Asentria


I have worked in technical support for seven years, and like you, I am an everyday user of computers, PDA’s, cell phones, MP3 players and other 21 st century electronic necessities. I know how frustrating it can be to call for help about a product that isn’t working the way it should.


Many callers start out upset (since problems always happen at the least convenient time), and they get even more upset when tech support starts with “The thousand questions.”


But if we didn’t ask questions, we wouldn’t be able to diagnose and solve even that common problem we hear everyday -- “It doesn’t work!”


You can help yourself by having some basic information written down before you call, or e-mail tech support. Some of the information tech support needs from you is for company record keeping, and for event tracking, but most of it is to help us diagnose why your device doesn’t work, and helps us to find out how to make it work again.


Asentria has a PDF form for this information that you can use whenever you have to call anyone for customer service or tech support..


PRODUCT INFORMATION

Model and serial number

If you can communicate with the unit, you can often find the model and serial number on one of the product’s opening status screens.


If you can’t start the device, the model and serial numbers are usually are engraved, or on stickers somewhere on the outside of the box -- check the bottom or back.


Serial numbers often identify the model within them. For example, here are some representative Asentria product serial numbers (with “n” being different for each unit):


DL100: 52nnnnnnn


DL150: 54nnnnnnn


SL61: 61nnnnnnn


SL81: 81nnnnnnn


SL10: SL10nnnnnn


SL12: SL12nnnnnn



Equipment options

Some products offer different features or equipment options on the same models. Variable features may include number and types of ports (serial, RJ-11, RJ-45, contact closure, analog, etc.), on-board or external sensors (temperature, humidity, contact closures, voltage, etc.). It is important to let tech support know what options are on your equipment.



Equipment modifications

If you have modified the device in any way, explain to tech support exactly what you have changed.


PROBLEM/DIAGNOSTIC INFORMATION

Don’t guess

It is tempting to speculate on the cause of a problem based on past experiences or hunches (“educated guesses”). But sometimes this speculation can send a tech support engineer on a wild-goose chase. By giving tech support only the facts and calmly discussing the situation, these dedicated technical specialists can run through all the normal troubleshooting steps to make sure your equipment problems are quickly and correctly diagnosed and solved.



Separate what you know from what you think

Tell tech support what information know is true, and what you “think” is true. For example, if you KNOW the baud rate of the switch connected to the product, tech support can move ahead using that data. However, if you THINK you know the baud rate, tech support may need you to verify that before continuing - if it is important to diagnosing the problem.



Note the symptoms

Write an accurate and thorough description of the symptoms being observed. Describe specifically what the unit is or is not doing, and when the problem started.


Here are some key questions that tech support is likely to ask. Record all that are applicable:


  • Does the device have POWER? Is it plugged into a live outlet? Have you tried other power outlets?
  • What is the device DOING NOW that it WASN’T doing before?
  • What is the device NOT DOING NOW that it WAS doing before?
  • When did it start/stop doing this?
  • What was happening around the device when it started/stopped doing this? (Describe equipment-room conditions).
  • What was the sequence of events that led up to this problem? Write as detailed a problem timeline as possible.
  • What have you done to try to solve the problem? What changes did your efforts make?
  • Has the device produced any error messages? If so, what are they? When did they occur?
  • If the device is equipped with LEDs, what LEDs are lit?
  • What color are the LEDs?
  • Are they flashing or solid? (We can often tell a lot by knowing the status of the LEDs.)
  • If the device is equipped with an LCD screen, what messages are showing?
  • What devices are connected to the unit’s ports?
  • Is this device on a network? If so, what it the network address information for the device?
  • If the device has an internal modem, can you connect it to an outside phone line so that tech support can have dial-up access?
  • Will the technician need special authorization or access to get through any firewalls or system security? Have that information handy.
YOUR COMPANY/CONTACT INFORMATION

The last thing you want to happen is to hang up the phone just seconds before the tech support engineer is able to solve your problem -- especially if the engineer can’t reach you with the solution.


Don’t let the tech support forget to ask for complete contact information.


Good tech support operations want at least your name, company name, phone numbers (including extension, direct-dial and cell phone) and your direct e-mail address, in case they need to contact you about the problem. The best tech support personnel log every call and e-mail from customers so there is an accurate record of what the problem was, and how it was resolved.


Identify any others working on the problem, so tech support knows who to ask for if you are unavailable.


If tech support works with them, be sure to get a case or incident number from the support technician to ensure that other technicians can help if your primary contact is unavailable.


If you are in another time zone, tell tech support what time it is, and when you are available for calls. There are few things worse than just getting to sleep after 20 hours of grappling with cranky electronics - then having the morning tech support engineer call your personal cell phone to see if everything went OK.


TECH SUPPORT WORKS TO SOLVE THE PROBLEM

Most tech support professionals will work with you until the problem is solved, because they want you to be completely satisfied with their company’s product.


When tech support finds that problems are being caused by devices other than the company’s product, most support technicians are glad to work with support personnel for those other devices, and will do whatever they can to get things working the way you need them to.


FIND HELP

Note tech support hours, website address and telephone numbers for companies providing all of your equipment. Do they have after-hours contact information? Do they have troubleshooting tips or FAQs on their website?


If you have worked with specific tech support pros, do you have direct-dial phone numbers? Do they offer after-hours contacts?


Now, take a deep breath, gather all this information, and call tech support. And remember -- Remain calm, be nice and let’s work together to solve your problem!



Ron Churchill is the Director of Quality Assurance at Asentria.

Ron Churchill joined us in 2000 as Technical Support Manager, where he helped build and maintain a reputation of quality customer service and satisfaction. Ron now serves as Director of Quality Assurance, responsible for improving the company’s overall quality of technical performance. Ron’s valuable experience makes him uniquely qualified to understand and help Asentria deliver the high quality products our customers demand, and ensure that we meet their expectations of continued excellence. Prior to joining Asentria, Ron served as Operations Manager for Boston Sox, a retail chain located throughout the Pacific Northwest. Ron received a bachelor’s degree in Information Technology from the University of Phoenix.


Asentria Technical Support
Hours: Monday thru Friday 8:00 AM to 5:00 PM (Pacific)
Phone: 206-344-8800, select option 3 for Technical Support
Email: support@Asentria.com