Systat Software - Talk to Technical Support

What to do before contacting SSI Technical Support :

In general SSI Technical Support can answer 80% of all the calls that come into the department on the first contact. However there are a few things that you can do to help us out:

• Read the manual. A large number of the questions we receive can be answered by reading the manual.
• Check the help files. We have added numerous sections that explain frequently asked questions.
• Double check your syntax or wherever appropriate, your logic. Frequently a misplaced "/" or "." is at the root of the problem and can easily be overlooked.
• Investigate your data. Frequent problems with transformations have to do with missing data. A good investigative technique is to list out a subset of cases along with the variables used in a logical expression and the computed variable. Then you can step through the logic checking your results as you go.
• Carefully read the error message. Most error messages will indicate which command or command lines caused the error. Some will actually point to the offending text.

When contacting technical support, please provide the following:

• Your SSI ID or serial number available when you call. The Support Representatives must have this information in order to verify your eligibility for Technical Support.
• The release or version of SSI and the release of the operating system you are running on.
• If appropriate, the error number and message, as well as the command file that produced the error message and the resulting output.

Note:

• Be prepared to engage in trial and error investigative techniques. Often times we can quickly deduce that your problem could be caused by one of several things, but we need to systematically find the cause.
• A Technical Support Representative may need to refer you to a page in a manual, so have available manuals near the phone when you call.