Tip of the Week

Tip for: 10.28.02

Tech Support

Have you ever had a question that you just couldn't find the answer to, or a problem that you just couldn't figure out? We all have, and here at COMPanion Corporation we understand how important it is to have someone to turn to in these situations. That is why we have a Technical Support department that is available by phone 24 hours a day, 7 days a week, 365 days a year. We want you to contact us anytime with your questions, comments, or concerns. We have several ways that Technical Support can be reached, because we realize that not everyone has easy access to a phone in their libraries.

The first way to contact Technical Support is by phone at (800) 347-4942.

When you call this number, you will be connected to a real person that can help answer your questions. During busy times of the year, it may be necessary to take your name and phone number so that we can return your call later. These calls are usually returned within 30 minutes, or soon thereafter, because we understand how important your questions are.

The second option is to email Technical Support. This can be done two ways. If you enter an email address and server name into your Library Information preferences, you can email Technical Support right from the Alexandria Program. This depends on your district's network setup, but most of the time there isn't a problem with being able to do this. To access the email using a Macintosh, go to the Apple menu on the top left of your screen. From there you will see an option that says Tech Support. Click on this option and a window will come up where you can type in your question or issue. Then, click SEND. The instructions are similar for Windows, but instead of going to the Apple menu, you'll want to click on the Help menu on the top right of your window. On the email window, you will also notice a tab that says System Configuration. This tab shows helpful system information that is sent along with your email to better help Technical Support diagnose your issue. You can also email from outside the program bysending an email to support@companioncorp.com.

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 emails will be answered the next business day.

The third option for getting answers to your questions is to go to Support. Here you can access Tech Notes and other references for frequently asked questions that have been created by our Technical Support department.

The last option is to fax your written questions in care of COMPanion

Technical Support. The fax numbers are (801) 943-7752 or (888) 515-3883. Any faxes received by COMPanion Corporation will be forwarded to Technical Support for immediate analysis.

We hope that this will help you better understand the ways that you can reach Technical Support. And, please remember, "When in doubt, contact Tech Support."

Thank You,
Alexandria Staff Librarians