2. Getting the Most from CSI Software Technical Support Thursday, November 19, 2009 1:30-2:25p, Forest III Aaron Havens, Technical Support Manager

3. What are we here for? Answer customer questions on software use and functionality. Troubleshoot and resolve technical issues with CSI software, software configuration and hardware purchased through CSI. Report issues & enhancements for customers. Perform updates of the software on customer servers.

4. What do we not do? We are not an IT department. –Server, network, workstation maintenance –Backups of servers –Virus/Spyware removal We are not software trainers. –Answer questions on specific items but not a full comprehensive training. We are not development. –We can’t add the button but we can enter an enhancement request for the button to be added.

5. How do I contact you? Phone - (800) 247-3431 Email – techsupport@csisoftwareusa.comtechsupport@csisoftwareusa.com Fax – (713) 337-8277 After Hours Emergency Support Number available for additional fee 24 Hour Network Support for Hosted Services!

6. Details, Details, Details…

7. What is the error message? –Not all error messages are made alike. What actions were you performing? –Knowing there is an error and being able reproduce the error can save time in troubleshooting and fixing. Do you have a screenshot? –Take a screenshot with the Print Screen button (copies to clipboard) –Paste in Microsoft Word and send us the picture

8. Details, Details, Details… Has anything changed? –Software on machine –New Computer –New Internet Service Provider –Server Move Is the problem happening on all machines or just one? What actions have you already taken to try to fix the problem?

9. Details, Details, Details… What is the urgency of the issue? –Customer waiting? –Deadline? Know what outcome you are looking for. Know your version and date. –Spectrum 8.5b 6/23/2008 –SpectrumNG 3.5 10/21/2009 –SpectrumNG 4.0 11/5/2009 Have a central point of contact at the facility that knows what the issues are.

10. Details, Details, Details… Let us know who can do what. –Can only specific people schedule updates? Have a contact list available for your staff –Who to call about IT problems –Who to call about CSI Be ready to talk about your business process Get a ticket number Know your technician

11. Resources for You Wiki – http://wiki.csisoftareusa.comhttp://wiki.csisoftareusa.com Forums – http://forums.csisoftwareusa.comhttp://forums.csisoftwareusa.com eLearning and Webinars http://www.csisoftwareusa.com/training http://www.csisoftwareusa.com/training –eLearning lessons –Webinars Instructor-Led Pre-recorded Monthly Open Line Webinars (Ask Anything you want!)

12. Who is CSI Technical Support?

13. David Le

14. Haris Salam

15. Khan Ghazanfar

16. Marvin Garcia

17. Warren Medbury

18. Question and Answer

19. Account Managers Eastern North America Western North America Toni Grafner tgrafner@csisoftwareusa.com 800-247-3431 x223 Randy Cruz rcruz@csisoftwareusa.com 800-247-3431 x278

20. Coming Up Next… 2:30p – 3:25p –New in SNG v4.5/Product Roadmap, Forest I –Adv. Trng.: Using the Facility Management Suite to Manage Your Facility, Forest II –Basic Trng.: Using Spectrum NG Reports, Forest III –Migrating from Spectrum to Spectrum NG, Cottonwood 4:00p – 5:00p – Town Hall Meetings –Health & Fitness Clubs and Wellness Ctrs., Forest I –Campus Recreation and Parks & Rec, Forest II –Non-Profits (JCC’s & YMCA’s), Forest III