Thanks to the Beta testers we have been able to identify a number of Client Tool issues that have either been addressed or will soon be addressed. These changes will be incorporated into a later release that is scheduled to take place before the end of the second session of Beta testing (October 5, 2007).
As testers who have requested technical support know, we are using help desk software to track all of the calls and emails we receive. This allows us to insure that we follow-up on every question and issue that the Beta testers submit. We would ask that testers please let us know if they do not receive any follow-up from either a call or an email.
As testers continue to work with their data, we would make one recommendation regarding getting technical support. In order to expedite getting support, we would recommend that testers attach all the relevant files to the email requesting technical support. For example, if you have a question about a monitoring plan evaluation check, send along the PDF of your monitoring plan evaluation report and an export of the monitoring plan data that was evaluated. Or if you get some type of system error, send along a screen shot of the error message.
Simply attaching the relevant files should help us to more quickly assist testers by avoiding the emails back-and-forth to get the information we need to diagnose the problem.
The FAQ in the General section on technical support has been updated with this recommendation:
As testers who have requested technical support know, we are using help desk software to track all of the calls and emails we receive. This allows us to insure that we follow-up on every question and issue that the Beta testers submit. We would ask that testers please let us know if they do not receive any follow-up from either a call or an email.
As testers continue to work with their data, we would make one recommendation regarding getting technical support. In order to expedite getting support, we would recommend that testers attach all the relevant files to the email requesting technical support. For example, if you have a question about a monitoring plan evaluation check, send along the PDF of your monitoring plan evaluation report and an export of the monitoring plan data that was evaluated. Or if you get some type of system error, send along a screen shot of the error message.
Simply attaching the relevant files should help us to more quickly assist testers by avoiding the emails back-and-forth to get the information we need to diagnose the problem.
The FAQ in the General section on technical support has been updated with this recommendation:
How can I get technical support?
Technical support is available by contacting PQA via email at ecmps-beta@pqa.com or by calling (434) 979-3700 ext. 0. Telephone support is available from 9:00 a.m. to 5:00 p.m EDT.
If you are a source and your question is related to data provided by your DAHS vendor, please check with your DAHS vendor first to determine if the data problem is related to the DAHS rather than a problem with the Client Tool.
Attach any related files to your email. For example, questions related to evaluation checks should include the PDF of the evaluation report and the exported XML file of the data. Or, for a system crash, include a screen shot of the error.
For any questions related to a computer system crash, please contact PQA for technical support before continuing to test.
Labels: Beta Testing, FAQ
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