MTS Series 793 Application - Manual (Page 10)

MTS MultiPurpose TestWare® Technical Support 10
Identify system type To enable the Call Center agent to connect you with the most qualified technical
support specialist available, identify your system as one of the following types:
• Electromechanical material test system
• Hydromechanical material test system
• Vehicle test system
• Vehicle component test system
• Aero test system
Be prepared to
troubleshoot
Prepare to perform troubleshooting while on the phone:
• Call from a telephone close to the system so that you can implement
suggestions made over the phone.
• Have the original operating and application software media available.
• If you are not familiar with all aspects of the equipment operation, have an
experienced user nearby to assist you.
Write down relevant
information
In case Technical Support must call you:
• Verify the notification number.
• Record the name of the person who helped you.
• Write down any specific instructions.
After you call MTS logs and tracks all calls to ensure that you receive assistance for your
problem or request. If you have questions about the status of your problem or
have additional information to report, please contact Technical Support again and
provide your original notification number.
Problem Submittal Form in MTS Manuals
Use the Problem Submittal Form to communicate problems with your software,
hardware, manuals, or service that are not resolved to your satisfaction through
the technical support process. The form includes check boxes that allow you to
indicate the urgency of your problem and your expectation of an acceptable
response time. We guarantee a timely response—your feedback is important to
us.