State the entire model number you are asking about.
Include software/firmware version if applicable.
Attach your XML configuration file and/or screen shots.
Attach your *.dsn or *.pli program files if applicable.

We state on the ticket screen that we would like you to attach your configuration file to the ticket. Many people do not. Since we can answer configuration questions without seeing your configuration much less than half the time, save yourself (and us) some time by posting it right from the start.

1. We have more time to consider the answer than we would on the phone. We cannot take time to do research, find documents, or test a similar configuration in the course of a phone conversation. If you call us up and simply ask "where do I start?", we will tell you to start by reading the directions. When you run into problems, open a support ticket! (If somebody doesn't start by reading available documentation, we just end up reading it to them in bits and pieces, usually right from this web site - our web site is our own best resource, too.)

2. You can post a copy of your XML configuration file, XIF file, screen shots, etc. Many, many times a phone conversation got us nowhere. But as soon as we saw the XML configuration file - after begging the caller to open a ticket instead - we immediately saw the problem. Often what the customer told us they had configured is not what was in the device. It is also common for someone to not tell us what they don't think may be important. When we get the whole picture, we sometimes see that a missing detail was the culprit.

3. We can post links and documents in our answers back to you to more thoroughly answer your questions. We sometimes post a corrected configuration file. We sometimes post our own screen shots showing what you should see.

4. Our exchange of communication is documented for later reference, and maintained in a threaded manner that lets us keep track of the written conversation. We will not remember your problem from one phone conversation to the next, but will have it right there in front of us in the form of a ticket. If you simply email us your question (outside of the ticket system), it will be lost within days since we get hundreds of emails. The support ticket system uses email to notify us when you post a question, and notify you when we post an answer. But copies of all the emails are maintained in a database so that both you and we can quickly review the entire sequence of communication.

5. Your question will get highest priority when you use a support ticket. We respond to support tickets first, all other forms of questions second, simply because the ticket system is so much more effective in resolving problems. Phone calls often lead to opening a support ticket anyway, so we suggest starting there.

We do not want you to get the impression that you are stuck with support tickets and email forever. Nothing could be further from the truth. We sometimes initiate the phone call ourselves after reading the ticket.

We need to start with tickets in order to be as efficient as possible. We do not have a bank of phones and a room full of people waiting for them to ring. We would need to double all our prices if we did that. You can help us keep your costs down by helping us be efficient in helping you!

We often solve problems with captured screen shots. But when we need to see your screen live, or let you look at our screen live, we are equipped to do that. We have multiple wideband Internet connections at our disposal. We use Glance to do a live exchange of screen views. The Glance session can go either direction: You look at our screen, or we look at your screen. With your permission, we can even control your PC remotely. All of this is done via a standard web browser. We simply provide you with a URL and key code to begin the session.