[SOLAR-L] Support requests

[Hensler, Deborah]

In order to better keep track of and prioritize the many support
requests Jon and I receive, we're asking that everyone help out by
following the guidelines below:

1. Before asking for how-to help, please check to see if information is
already posted, either at http://www.maine.gov/infonet/ or in the Help
Manual. And don't forget that this listserv is here for you to use and
there are archives of all of the lists
(http://www.maine.gov/infonet/listservs.htm). 

2. For system slowness issues, please review
http://www.maine.gov/infonet/minerva/support/emergency.htm -- it's a
good guideline for helping to determine where the problem is
originating. 

3. Send all requests for support to the info.support at msln.net (aka
info.support at mestate.lib.me.us) email address. Please do not cc the same
message to Jon or me or both of us or to one of the lists as this just
creates multiple copies of the same message, and we get enough mail
without the duplicates! If you want to find out if others are
experiencing the same problem, please send it to the list and then send
a support request if necessary. Do not send a request directly to my or
Jon's email addresses -- the message will be forwarded to the
info.support mail and may end up further down in the queue that it
should be.

4. Use a subject line that is descriptive of the problem or request,
e.g., "new location needed" or "notices are creeping." Please do not use
your library's name, Jon's and/or my name, or a phrase like "help" for a
subject line. 

5. When replying to our emails, you keep all of the earlier
correspondence below your current reply. It makes it much easier to
review the problem if all of the information is there.

6. Please include your phone number in your signature line. 

We get an awful lot of support requests each day, and it will really
help us get through them in a more timely manner if everyone follows
these guidelines. 

Thanks,
Deb

______________________________
Deborah Hensler
Library Systems Specialist, Maine InfoNet
Maine State Library
64 State House Station
Augusta, ME 04333
207-287-5620 or 1-800-322-8899
207-287-5624 - fax
207-592-1825 - mobile
http://www.maine.gov/infonet/