CompuDance Internet Support

Internet support for CompuDance users is very important to us.  In order to be as efficient and as helpful as possible, we have the following Internet support policies.

•	There is a Support Page on our web site that should be used when requesting support or asking a question.  That page explains the procedure that you should follow when sending us questions or problems.  Please fill in the form with accurate information, especially your Windows and CompuDance versions, and your Purchase Certificate Number.  Many times a problem is specific to a particular version of Windows.  Some CompuDance operations work Ok in Windows 98, or ME, but have unique characteristics in Windows XP or Windows 2000.  You might mention that the problem did not exist until you changed from Windows ME to Windows XP, or when you changed printers, or when you changed from Compudance Version 6 to 7.  The more detailed the description of the problem the faster we will be able to respond with accurate information.  It is best to include a step-by-step list of actions that you took that lead up to the problem that you are having.  Or, if you simply have a question, make certain that the question is clear and specific.

•	We archive all Support Forms on our computer.  We can call up your account and view all of your support requests over the past several years.  If you are writing us about a problem that you had sometime in the past, please mention that fact so that we can look back at your previous support requests.  That might help us better understand the current situation.

•	When you receive a Support Response from us, it is sometimes necessary for you to respond because we asked you a question, or possibly because our comments were not clear.  When you respond, please do so as a Reply.  That way the original Support Form and our response remain a part of your new message.  If this correspondence goes on and on, it is easy to see the entire history of the problem.

•	We monitor support forms from the web site hourly.  Almost all support responses are sent out the same day, many within a couple of hours -- unless, of course, you send the form late at night, or on a Sunday morning.

•	We receive between 5 and 10 support requests from the web site a day.  When we see a Support Form, we look at that first, even before we look at new orders or update orders.  Support Requests from the web site have top priority!  We receive around 80 to 100 E-Mails a day at our various E-Mail addresses.  E-Mails have low priority.  Regular E-Mails are put in a queue that we go through about three times a week, usually late night/early morning.  If you send a support request via regular E-Mail, it could be two days before we respond.  When we do respond, we do not archive your original E-Mail and our reply.  They are deleted.

Thank you for helping.  Take care.

August 31, 2004