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Technical Support News


Overview

Technical Support is available only to registered users who have a valid Technical Support Agreement. If you would like technical support, but are not currently covered under a Technical Support Agreement, please contact Customer Service at (800) 735-7866.

Technical Support means technical information or help via telephone. Our technical staff will help you with specific problems that you may be having with particular features of the program, printing with the program, etc. Your first line of support should always be the User's Manual or Online Help System, and now our Technical Support Tips page.

Technical Support Hours

If you cannot find what you need, give our support technicians a call. You may contact the Summation Technical Support Department during operating hours, Monday through Friday 6:00 AM to 6:00 PM Pacific Standard/Daylight Time at the number listed below.

Summation Technical Support Hotline: (800) 786-2778

After hours Technical Support is available for an additional fee. Contact your Account Representative at (800) 735-7866 for more information.

Required Information for Technical Support

Be sure to have the following information ready when you contact technical support:

  • Your name.

  • Your telephone number.

  • Your product serial number. Your serial number can frequently be found in the About Summation box, available from the help menu. Otherwise, look for it on your CD sleeve, or on the back of your User Manual.

  • A complete description of the problem and its history (if any). Problem Descriptions

Please be prepared to relay the following information when giving a description of your problem:

  • A detailed account of the problem itself.

  • A precise list of any error messages you encountered, and the order in which they occurred.

  • The steps you took before the problem occurred, so that the technician may recreate the problem.

  • The history (if any) of the problem, as well as any pertinent system information.

Technical Support does not offer training over the phone

Due to the demand on support staff, it is not possible for Summation to offer training over the phone. However, we can provide training through Summation Authorized Training Centers (ATCs). If you are new to the IBM Personal Computer environment, Microsoft Windows environment or would like to learn more about how to use Summation for your cases, training could greatly benefit you. Please refer to our list of Summation Certified Trainers for more information.

 
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