SDM-DesignTracker 5.0 User Guide - MKS

4 • SDM-DESIGNTRACKER 5.0 USER GUIDE
How Does Product Support Work?
MKS Product Support is dedicated to...
providing customers with the solutions they need to become successful
at using MKS products
providing solutions in a timely manner
documenting any MKS product related issues and using the
documentation as input to product development plans
Availability
MKS Product Support is available to customers with a current maintenance
agreement or companies previewing an MKS product. If you have questions
concerning your maintenance status, contact your MKS Account Manager at (800)
633-1235.
MKS Online
Visit our We page to download presentations, demos, and/or white papers about
MKS products. You can also use our Internet addresses to e-mail any questions,
concerns or suggestions you may have about our products. When you send us an email,
a return e-mail is sent to acknowledge that your correspondence has been
received. If necessary, your correspondence will be followed up by a phone call or email
from one of our Product Support Specialists.
Before You Call
Experience shows that the best way to resolve issues quickly is to assign one person
for each MKS product as your contact with MKS Product Support.
Before calling, make sure you have reviewed all available documentation, which may
contain the answer you need. Document the issue, and be prepared to provide the
Product Support Specialist with your documentation.
When You Call
Make sure you have the following information available:
company and caller name
customer number
call number (if call concerns an existing issue)
product in question
current release level of your MKS software
FAX number
description of the question or issue
supporting documentation (job logs, reports, and so forth)