Written by Jack Tripp

Technical Note Summary:

This document explains the many ways one can contact Alexandria Technical Support. These include: using the email client built into Alexandria; the web based email client on our website; one's own email client and by phone.

Using the E-mail client built into Alexandria

Setting Email Preferences

The easiest way to contact Alexandria Technical Support is through the Alexandria program itself. You must first set up your email preferences in Alexandria for this to work. Go to Edit- Preferences and select Library Information from the pull-down menu. You will need to enter the Library Email Address and SMTP Server information. If you do not know your SMTP server information, leave this field blank. Please refer to Figure 1.1.

Image 1.1

NOTE: CONTACT YOUR NETWORK ADMINISTRATOR IF YOU WANT TO ACQUIRE YOUR SMTP SERVER INFORMATION

Sending an email to Alexandria Technical Support

To send an email to Technical Support on a Windows machine, go to the Help menu and select Tech Support.

To send an email to Technical Support on a Macintosh Computer, go to the Apple Menu and select Tech Support.

You will now see the Technical Support window. Please refer to Figure 1.2.

To send an email, simply enter your question or problem in the space provided and click Send Message. The email sent using this method will include your Alexandria version number and your computer specifications.

Image 1.2

TUsing our website to contact Technical Support:

The second way to contact Technical Support via email is through our website at http://www.goalexandria.com. Once you have opened Alexandria's webpage, click on Support, then on Contact Technical Support.

When using this method you will need to know your Alexandria Serial Number. You can find this on the Registration letter that was sent with Alexandria. Simply enter your Name, Title, School or Company, Phone Number, Email Address and your message to Technical Support. This email will not include your Alexandria version number, so be sure to include this in your message.

Other ways to contact Alexandria Technical Support:

You may also use your own email client to send messages to Alexandria Technical Support. Some examples of email clients are Outlook, Outlook Express, and Claris Email. Simply send an email to support@companioncorp.com with your questions.

An email sent using any of these methods will usually be returned within thirty minutes, if it is sent between the hours of 5:00 AM and 6:00 PM Mountain Time. All other email will be answered the next business day.

Phone service is available 24 hours a day, 365 days a year. To contact Alexandria Technical Support via telephone dial (800) 347-4942.