Firstly, please check the material on this web site. There is a wealth of information here on current product updates, latest product release versions and commonly seen symptoms. If you are unsure exactly where to look, please use the Site Search feature on the left. This will word-search the entire Control Master site for instances of the text you want to search for. The majority of problems can be resolved quickly by using information from this site.

If you are unable to resolve matters this way, please prepare the information that we will need in order to assist with the problem. This is likely to be:

The serial and version numbers of all the CMX products involved

The exact symptom or error message seen

The events that lead up to the problem and would help us to reproduce it, and details of the hardware involved and any third party software that is in use

Please send this information by Email or fax, or if urgent then telephone us between 8.00hrs and 18.00hrs Eastern Standard time.

Once we have registered your call, your issue will be given a reference number by which it will be identified until the matter is resolved - please refer to that number in all subsequent communications.

If you call us while "on site" at your customer's premises, we will give you all possible help at the time. Premier customers will have priority access to analysts. Please have the above information ready and have the following with you:

The original product diskettes

All relevant manuals

CMX Diagnostic Software

CMX Support Software Tools

Premier Support

Above all the aim is to prevent problems happening rather than put them right afterwards. We are operating better and better quality standards, and this is reflected in current releases of product. By subscribing to our Premier Support scheme, you will be better informed and devote less time to solving problems that might have been avoided.

Feedback

Please let us know how we do; we keep a note of all customer comments, and they are regularly reviewed - we aim to please!

Last updated: 13/10/00 16:28

Please visit our Product Support and Updates page.