We know you depend on
your eBusiness systems, and we are dedicated to keeping them available.
When you require technical support, we offer following options:
Generate a Support
Request The
fastest way to get resolution of any issues is to complete a
support ticket.
Alternatively, you may wish to contact our technical support at the number
provided below. Please keep in mind
that if you are not under a current support plan you may be charged for
per-incident support.
How to Report a Problem
Copy Detailed Error
Message: If your website or eBusiness solution experiences a problem, we
want to know about it so we can help you get back to taking care of your
customers. If there is an error page, like the one below, please copy the
entire error message (highlight with your mouse, then right mouse click and
select "copy") and paste it into the support request.
Detail the Steps to Reproduce
Error In order to fix the problem, we need to first know how to make
the problem occur. We need you to tell us in as much detail as possible what
caused the error. In many cases, it may be best if you go back and repeat
any steps to be sure you can make the problem occur again. Sometimes clients
are frustrated when they report a problem but we cannot find it. If we
cannot reproduce the problem then we do not know how to fix it. Here is an
example of the level of detail that would be helpful:
"Went to my home page
at www.mywebsite.com and clicked on the link 'Search for Item.' This
pulled up the search page; for item description entered 'widget' under
product type selected 'stainless steel' under filter selected 'Order
from newest to oldest' then pressed 'Search' button. Got error:
I was also able to
reproduce the problem by going back and repeating the above steps a
second time."
This user has provided
sufficient detail to identify and reproduce the problem. Given this amount
of information, it would be very easy to begin troubleshooting the problem
and finding a resolution.
Take a Screen Shot Other times, the
problem is not an error message, but an odd behavior that is difficult to
explain. In this case, a picture is worth a thousand words and can be very
helpful in visualizing the problem.
To take a screen shot,
first make sure that you can see the problem on your computer screen. Then,
locate the "Print Screen" key on your keyboard. It is usually in the top row
on the right hand side. Press the "Print Screen" key, this will copy the
entire screen into your copy buffer.
Next open the Paint program
by going to your Start Menu... All Programs... Accessories... Paint. Inside
the Paint program, select Edit... Paste... and the screen you copied should
appear. Now save the file in your My Documents folder and name it something
like "myerror." Very important that you can remember where you saved the
file!
Finally, attach the image
you just saved to your support request.
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