Please ensure that you have tried to find the answer to your query in this
Power-Gx Help system before logging a support call. Your query may be
listed in the Frequently Asked Questions chapter. If you
are unsure how to
use the Help, please refer to Using this Help System. If the
answer to your
call can be found in Power-Gx Help, we will direct you to the relevant topic.
Any suggestions for improving Power-Gx Help so that you can find the
answers you are looking for are welcomed. Please email them to support@calidore.com
If you are sure that the answer to your query cannot be found in this Help
system or you have a problem that requires one of our support engineers to
fix, you will need to log a support call. Support calls can be logged by
telephone, fax or email using the contact details below:
1. Contact Calidore and provide us with your company name, your name and
a brief outline of your query or problem. Please provide details of the
program you are in and any order numbers, stock codes, account codes,
batch numbers, transaction values etc that your problem refers to, to help
us deal with your call more efficiently.
2. Your call will be entered into our Support Log and you will be given a call
reference number. Click here to view an example of a support
call.
3. Your call will be prioritised and assigned to a member of the support team.
Priority is always given to computer failures and incidents that are affecting
the users business.
4. The member of support assigned to your call may be able to respond to
your problem based on the information you provided when the call was
logged, or they may need to contact you for further details.
5. The Calidore support technician, may require access to your system to
look at the query. Click here
to enable them to connect to your screen.
6. While dealing with your call, the assigned member of support will contact
you regularly, informing you of the progress.
7. When they have fixed your call, the support technician will inform you that
the problem has been rectified, and in most cases will be able to provide a
brief explanation of how the problem occurred and if applicable, steps you
can take to prevent it occurring again. We may contact you by phone or
email.
Note: when reporting a problem, we discourage you from asking to speak to a
specific member of support directly. That person will almost certainly be
working on another support call. Please follow our company support
procedure given above.