Support Requests Support Requests
The newsgroups can be found on the public newsgroups (news.zoneorchestrator.com).
More information on how to configure the newsgroups can be found here.
If you require technical or administrative assistance, posting to a newsgroup assures you fast reply. However, you may want to consider the following guidelines when writing a request.
Following such guidelines means that less time is wasted on clarifications, and more time is dedicated to helping you resolve your particular problem. This means a faster solution.
The basics
When writing a support request, always be sure to include the following, regardless of your particular problem:
Your name, alias, or ZoneID should always be included. Not only does this allow us to identify you personally, your alias (or ZoneID) may prove to be useful when trying to troubleshoot your problem.
While the majority of replies are made to the original thread, there sometimes exist cases where people may have to get in contact with you, and wish to do so in private. By posting with a valid email address you ensure that people who need to talk to are able to reply to your thread in the shortest manner possible.
Despite being obvious, it's really important to include a clear description of your problem. Getting a message stating "Hi. I have a problem. Please fix it." doesn't allow us to help you. In order to provide you with the best service, we need to know what we are dealing with. State the problem, and try to get into as much detail as possible. For example, if the problem started after you changed computer, be sure to let us know! Try to be descriptive in the problem as well. If the program crashes, try to be more specific. Do you get any error dialogs? Does it respond to input? Does it simply shut down? Do you need to restart the computer? Try to give us as complete a picture as possible when sending your post.
A good subject line helps others who may have the same problem. While it is true that "Unable to login to ZoneOrchestrator" is better than "Help me!", including the contents of any error dialog helps too. Use your discretion.
The cherry on top
Once you finish your post, consider whether it would be necessary to include any pictures. If you feel it would be necessary, make sure you send any pictures in '.jpg', or a compressed format. Do not send BMP (bitmaps), unless absolutely necessary as they are large and take a long time to download.
If you have attempted to troubleshoot issues, please include any steps you have taken to correct the issue, as well as what happened after you took them.
The follow up
After reading your post, suggestions may be made, questions asked, or links provided.
If someone provides a suggestion, follow it to the best of your ability. Read the instructions in full before attempting them. If you are unsure, or need clarification, be sure to ask before starting. This cannot be stressed enough. You should be comfortable following the suggestions, and if necessary, do not hesitate to ask questions. This will show you are interested, and will ensure that mistakes are avoided.
If you are asked a question, try to reply as directly as possible. Feel free to provide additional information, but only after providing all the necessary details to the question asked. Be precise, and if you are unsure, or would like more help, do not hesitate to ask.
If you are given a link, follow the instructions and ensure that you followed the instructions correctly before reposting.
When you replying, post it in reply to your old thread. Do not start a new thread unless dealing with a totally new issue, and avoid starting multiple threads whenever possible. This opens up the potential for confusion, and doesn't get you a faster reply. Your issue will be dealt with, but you must be patient.
Following these guidelines will ensure not only a faster reply, but also superior and more efficient service.
Provided by: Altrus
Updated: 2006-03-20 Website Contact