iNTERFACEWARE™ Inc.

Common Support Mistakes

There are a number of common mistakes that customers make when seeking support. Here are some typical examples:

• Contacting a specific employee rather than sending a support inquiry to our support@interfaceware.com address. This is important since any given staff member may not be available on a given day.
• Requesting support but not having the time to follow up on the resolution of the problem. If you do not have the time to follow up on the solution to a problem, do not report it in the first place.
• Failing to read the available documentation. This manual is full of information that will help you resolve problems. Make sure you have read the relevant material before contacting support.
• Making a support request without sufficient information for iNTERFACEWARE staff to reproduce the issue. This section of the manual describes what we need to reproduce an issue.
• Giving us your entire program to debug. We have no way to figure out what issues are with your code vs. our code.
• Sending us screen shots of the problem, rather than items and information we need to recreate the problem on our computers.

A good support incident is one where the customer is educated enough to know the correct information to provide, and does so in the first email. This means we will be able to provide a fast turnaround in resolving your problems. For this reason we have put together this support guide.