Q: What information should I have available before calling PDS for tech support?
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A: In order to make your technical support calls go quicker and easier and to save you and PDS time and money, we suggest you have this list of items prepared before you call.
- Make sure your computer is on and the program is open and running.
- If you are on a network, be aware of what kind it is and whether you are at a workstation or the server.
- Make sure your printer is on and has paper in it.
- Make a Backup of your data to new disks. (Main menu: Backup/Restore, Backup)
- Run the Test and Fix utilities, and keep the printout. (Main Menu: Test/Fix, Test; then Fix)
- Make note of error messages on the screen.
- Have any other printouts or pertinent information handy.
- Have a notepad and pen ready to take notes.
- Have your manual(s) ready, and if possible, open to the section referencing your question.
- If you do not have an Annual Support Agreement with PDS, make sure you have your credit card ready. You will be charged $55.00 per incident. Support price subject to change without notice.
- Make sure you have time for the call. If you are the only one at the office with ringing phones, any processes or explanations will take longer and be harder to understand.
- Be prepared to FOLLOW instructions from your PDS technician. Allow them to assess the problem and LEAD you through the troubleshooting process.
- If you are a consultant and not familiar with our software, if possible, have the PDS program operator close by to help you answer questions from your PDS technician.
After the call...
After you hang up with PDS, keep these items in mind:
- Keep your notes in a binder that is accessible to all of your users.
- Label your backup and file it with the others.
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