1. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA Helpful Tips from Tech Support Sunday 1:00 – 2:30 PM Presented by: Jason Nyzio, MBA, Manager Technical Support Kevin Horowski, Senior Technician Sam Grow, Senior Technician Steve Herbert, Senior Technician

2. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA Agenda Tech Support Update Program Upgrades Program Maintenance Keyboard Shortcuts Self-Help Errors Slowness and Freezing Branding & Customization 3 rd Party Applications Security (OM User) Hardware Setup Editing Inventory

3. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA Tech Support Update New Hires Industry Best Practices Customer Surveys Average Statistics Today –Response Times –Resolution Times –Handle Times Future Goals (6-12 months)

4. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA Program Upgrades Backing up Where is the download website? –www.stoneedge.net/dlgateway Do we need a contract? Upgrade all PC’s at once? Can we hire Tech Support for upgrades?

5. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA Program Maintenance SQL Backup (Enterprise Users Only) Compacting the data file Shared Folders for Shared Resources OM Compiler

6. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA Keyboard Shortcuts Repair Shortcuts View Orders View Customers F1 Help

7. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA Self-Help F1 Shortcut to Knowledgebase Quick Tour of the KB Self-Help Videos

8. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA Errors Maintenance Reminders Repeatable Errors –Runtime Error 91 Tech Support Bug Policy

9. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA Slowness and Freezing Two Common Issues –Real-time Inventory –Order Status System How to alleviate Preventative Steps –Network settings –Archiving

10. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA Branding & Customization Cart-based Parameters –Company Info –Credit Card Gateways –Setting reports for different carts

11. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA 3 rd Party Applications What are they? Why do we use them? Will Tech Support help maintain them? What should I do if I have a problem with a 3 rd party application?

12. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA Security (OM User) Overview Advantages Disadvantages Configuring Security Settings

13. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA Hardware & Setup Types of OM-compatible hardware Stone Edge Optional Hardware –Barcode Scanners –Pole Displays –Cash Drawers –Payment Processing Benefits 3 rd Party Hardware Support

14. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA Editing Inventory Multi-record Editor Global Editor Text Files Functions and Forms –Add barcode –Change suppliers

15. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA Additional Questions

16. 2010 User Conference April 23 rd – 25 th, Philadelphia, PA Thank You! Jason Kevin Sam Steve