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Software Support Tips

The Purpose of Customer Support The purpose of Customer Support is to HELP CUSTOMERS.  All Cool Page customers, those that are registered users, are entitled to free support.  The majority of issues that a user may face can be solved by the user himself by consulting the Cool Page Manual or the guides and pages of this website.  Unregistered users of Cool Page may get a response from our support team if they have the time to answer.  Registered users receive top priority. ALL Cool Page users are encouraged to adhere to the below suggested guidelines when contacting Customer Support.

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Where To Get Support Cool Page Customer Support                    Microsoft Customer Support Cool Page Plug-Ins

Suggested Guidelines 1. Have copies of all the files used at the time of any error or confusion in case Customer Support needs them. 2. Make a written log of every action undertaken starting with opening the program and leading up to the time of the error or confusion. 3. Make a copy of any error messages generated by the program or by the Windows Operating System.  Error messages usually have a "details button".  Click it, copy and paste the text into a Notepad file, save and send to Support. 4. The key to fixing such errors is "can the error be intentionally reproduced" by you.  If so, then the programmers can reproduce them and fix them. 5. When contacting Customer Support be precise in the description of the current problem and be courteous.  Politeness and good manners will get a better response from overworked support personel.

How to Effectively Get Software Support There will be times when you may be confused, thinking that the program "isn't working correctly" or "won't do what it is supposed to do". Many factors come into play in running a software program.  For example, the version of Windows, other software installed, user settings, etc etc.  All must be taken into account when trying to debug a program.  Every computer is different, even though the operating systems may be the same.  There are different video devices, different sound devices, different processors, different peripherals such as printers, modems and storage devices, and so on. All of these things rely upon some type of additional software and how that software functions differs on every computer. No software works flawlessly on all computers.  As you can imagine, there are an infinite number of possible reasons why you may see an error message on your screen.  A trained expert can narrow down the possible causes,  if he has enough information to go on.  A competent software developer or support personel will not attempt to isolate a program problem unless he has enough information to go on, otherwise he would just be guessing! Nevertheless, there may come a time when you get perplexed and need some help.  Here are some simple guidelines that are effective in getting support from any software manufacturer: