531 - 25th March 1992
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GLOBAL SUPPORT
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Use of Fax support and the emergency telephone line
+++++++++++++++++++++++++++++++++++++++++++++++++++
 
    Fax Support
    +++++++++++
    Fax support was introduce for 5 main reasons:
 
	 *    To enable TIS Software to allocated the log to the
	      person most capable of  dealing  with  it  at  the
	      time.   Not  pot	luck  as  to  who  picks  up the
	      telephone.
 
	 *    To ensure that there is no misinterpretation  over
	      the telephone.
 
	 *    To  ensure that logs are not left in that limbo of
	      us thinking  you	are  investigating  the  problem
	      whilst you think we are.
 
	 *    To  ensure  that information exchanged between TIS
	      Software and our resellers is recorded centrally.
 
	 *    To protect development staff from the interruption
	      of the telephone, thus improving productivity.
 
    Most  resellers  have  appreciated the benefits that the fax
    system has provided all parties.
 
    The above having been said an increasing number of resellers
    have  been	trying	to  bypass the system by telephoning our
    Support and Development staff directly.
    This  has, in  some  cases,  resulted  in   incorrect   and
    conflicting information being supplied by TIS Software.
 
    This  is  obviously not beneficial to the reseller base as a
    whole or to TIS Software Ltd.
 
 
    Telephone advice - 071-404-3196
    +++++++++++++++++++++++++++++++
 
    This telephone number should only be used  to  obtain  swift
    advice  whilst on a user site.  Problems cannot be logged on
    this number.
 
    If this telephone line is tied up by resellers  just  trying
    to	get  quick answers to non urgent problems then it is not
    available to those	who  genuinely	need  direct  access  to
    support.
 
The  reason  for this dealer bulletin is reiterate our policy so
that no one will take offence if they are politely asked to "log
the problem with the hotline".