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Technical Support FAQ

• Assist customers or technical contacts in the installation of Badger software products.
• Resolve environmental problems that prohibit a successful installation of the software.
• Clarify system requirements.
• Authorize replacements for upgraded software.
• Verify that the software is operational.

• Interpret error messages.
• Suggest corrective action.

• Assess the scope and magnitude of issue.
• Assess whether the issue can be replicated.
• Report issue to Engineering Development.
• Determine reasonable workaround if possible.
• Work with Engineering Development to address the problem in a patch or future release.

• Verify abnormal operation.
• Suggest problem-solving techniques.
• Determine workarounds when needed.

• Assess source of abnormal termination of job.
• Suggest problem-solving strategy to customer.
• Suggests ways to avoid problem.

• Clarify software definitions, assumptions, computational methods and output presentation.
• Identify procedures that will produce particular statistical analyses or results.
• Clarify documented examples, which may be unclear or may be ambiguous. Provide additional examples or definitions if necessary to comprehensively define a concept.

• General questions about using the software.
• Sample syntax for Frequently Asked Questions.
• Insufficiently documented features.
• Reading Data.
• File Manipulation.
   

• On-site installation assistance
• Determination of how to solve business problems
• Product training

1. Read the installation, operation and maintenance (IOM) manual for the product. A large number of the questions we receive can be answered by reading this manual.
2. Check the online help files which contain many complete explanations and examples for every aspect of the software.
3. Investigate your data. Frequently problems 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 result. Then you can step through the logic checking your results as you go.
4. Carefully read the error message. Most error messages will indicate which command or command lines caused the error. This helps provide Technical Support with the ability to immediately attempt to recreate your problem on our systems.
   

When contacting Technical Support, please provide the following:

1. Some type of identification: your Customer ID, Contract ID or Product serial number. The Technical Support Specialists must have this information in order to verify your eligibility for Technical Support.
2. The release or version of software and the release of the operating system you are running the software on.
3. 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 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 Specialist may need to refer you to a page in a manual, so have available manuals near the phone when you call.

Remember to contact your distributor if you purchased your product through a distributor and your training was provided by one of their Certified Trainers.