Facilitate Support Engineer by providing as Much Detail as Possible

In order to facilitate how quickly a Support Engineer is able to address a new issue, one thing a customer can do is to provide as much detail about the issue as possible. This includes being ready to answer questions such as:

Is the issue happening on one or more workstations?

Is the issue happening to one or more users?

How often is the issue occurring?

Is the workstation a Novarad owned, or customer owned machine?

What is the machine name and/or IP Address where the issue can be seen?

If the issue is with a patient record or exam, please have an example ready for the TSE to review.

Being able to answer these questions on the initial Support call will help reduce the amount of time basic troubleshooting takes and possibly prevent the need for multiple call-backs.


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