Technical Support FAQ

This FAQ is intended to help you understand the various parts of your computer and how they interact from a technical support point of view. The intended audience is anyone asking, "Will I get support if...?"

This FAQ is presented in three parts: computer system overview, support resources, and other frequently asked questions. The computer system overview details the different parts of your computer system, and how they interact from a support standpoint.

You will find in the support resources section a number of online support options as well as other information that you might find useful. Most of this section is narrow in focus to help those who use our products get help quickly.

We will be updating the frequently asked questions section over time as needed to address other issues that this general FAQ does not cover, so this means that there will not be much there for now, but as things come up, we intend for this section to grow. The different sections are presented below to help you quickly get to the part of this document in which you are interested.

1. Computer System Overview

- Hardware

- Driver Software

- Operating System

- Application Software

2. Support Resources

- General

- Application Specific

- Hardware Specific

3. Frequently Asked Support Questions

Computer System Overview
Getting technical support for your computer requires some basic knowledge of its various sub-systems. Once you understand who is responsible for what, it becomes much easier for you to focus your efforts on the right people to help get your problem resolved. It also useful in determining if a particular solution is covered by support, or, if additional paid services may be required. The next few paragraphs explain the basic parts of your machine from a support point of view, going from the lowest level; hardware, to the highest one; application software.

Hardware

Hardware is the most basic component of any computer. Everything else in the machine either uses or is built off of the basic hardware components of your machine. At this basic level, there is also some Software called "Firmware" that helps control your system hardware at a low level. Sometimes this system-level firmware can be updated as standards change, and sometimes it can't. Firmware is the interface between your hardware, and the next layer of your computer system called driver Software. Typical hardware may include the main system board, or "Motherboard", video system, network, disks, and controllers. Support for hardware breaks down into three basic categories:

- Hardware that comes from the vendor. This usually includes anything that you can get as a standard configuration from the vendor, that is listed as being part of the machine. Vendor supplied hardware is typically supported by the vendor. This is also the reason why vendors are willing to only supply some types of hardware. Basically they cannot support everything.

- Hardware that does not come from vendor. This is also known as third-party Hardware. This type of hardware may include newer video systems, hard disks, ram, modems and other specialty items that may not be supplied by the vendor. Lower cost alternatives to vendor supplied hardware also falls into this category.

- Peripheral hardware. Basically this means hardware that is attached to your machine, but is not part of it. Tablets, large disks, CD-ROM's are typical of this type of hardware. External peripheral hardware is often easy to share among a number of machines, increasing its value.

Almost every piece of hardware comes with some level of initial support to deal with initial configuration and installation issues. In some cases you might have more than one support resource, depending on where and when you purchased the hardware. The key to this is to understand each vendors support policy and how it may overlap with support that you are already entitled to. It works a lot like insurance. If someone did not provide the problem piece, they are not usually willing to support it.

So, where do I get support if?...

The easiest way to answer this one is to illustrate a couple of basic examples so you can see how the different vendors may interact with each other. The next couple of examples illustrate some common support situations you may run into.

1. I bought a machine from XYZ company, and decided to get a newer third-party graphics card. After putting it in, my machine will not start.

In this case your first line of support would be with the graphics card vendor. They probably be the first to be aware of any installation issues. Your second choice would be to call the System vendor as they may know something about your card, but don't expect to get everything from them as they did not make the graphics card! Finally there is the reseller who sold your machine to you. They are sometimes able to work behind the scenes to provide professional services, and/or some help in working with the different product vendors to get you a solution. Not all reseller services are free however, even if they provided the graphics card because they cannot know every machine configuration out there, there may be problems that they are not aware of.

2. Just got an new machine, and some of my older devices will not work with it.

Generally the older something is, the less support you can expect to get for it over time. In this case, you might check with some of the device vendors to see if they have driver software updates, or newer cables and such to allow the device to work with the newer machine. You may also have some luck with the system vendor, or reseller as they may have product knowledge of your device, but sometimes old devices just are not going to work with new machines. In the end, you will not be able to "make them just fix it". In this case you will have to balance lots of support time -vs- just getting a newer device, and getting on with the real work.

3. I just added a new hard-disk, or ram to my machine, but the cost of vendor supplied parts was too high, so I bought third-party and installed it myself. Now my machine crashes every once in a while.

Part of the cost of vendor supplied parts is the support that is built into them. Nobody knows the a system better than the people who built it. Their parts are generally going to cost more, because they will generally support those parts in their machines. They have to build in the support costs because that is part of the value they provide. If you go third party, you will save some money, but you will have to bear the support burden yourself. In this case you would most likely be able to get replacement parts from the 3rd party supplier, and install them again yourself, support beyond that would come from your reseller, or the system vendor, as a paid troubleshooting service. Don't expect them to provide any support on 3rd party hardware as they have no obligation to do so.

4. I have purchased a system upgrade provided by my system vendor, and had a reseller install it. I have problems with some machine functions.

This is a great place to be in terms of support. Your vendor will most likely cover getting new upgrade components, and the reseller will cover the installation. These two combined give you a very high chance of getting the problem resolved in a timely manner. In this case you should call your reseller, as they are familiar with the problem, and can work with the vendor support to resolve it for you. If you did install the upgrade yourself, you still have very good support options as the vendor can supply replacement parts, or give you some technical assistance with the upgrade directly.

5. My hard disk quit working, and I can't access the data on it any more.

Always backup important data. Always. Backups should be on another device like a CD-RW, DAT or DLT tape drive. There are data recovery services, but they are very expensive, and do not always recover all the data. Never, ever depend on something like this. As far as support goes, you may be entitled to a new disk, if yours is not very old, and it is being used in a manner it was intended for.

Driver Software

Driver software sits between the raw hardware, and the operating system. It provides a way for the operating system to work with different pieces of hardware in the same way. This software makes application and operating system software easier to write, and also allows components to be upgraded and changed as technology changes. Driver software is typically provided by the hardware component manufacturer for each operating system they want their hardware to work with. Operating system vendors will typically refer to this hardware as being "supported hardware". In most cases, driver software is relatively small in size compared to an operating system or application. You should keep all driver Software given to you. When newer stuff comes along, it does not always work in all cases. Typically the support answer given will be to install the older version. Again, determining which version you had, and getting another copy of it can be troublesome. High-end software can often have very specific driver requirements, and as such is very sensitive to the performance of the drivers it uses. Since these are difficult issues, many high-end software vendors pre-qualify, or certify special hardware. Sticking with this kind of hardware gives you a better position when you do need support.

What about driver Software support?

With drivers, it is best to work with the software provider to see what their requirements are, and if the hardware being driven is supported, and if it is, on what driver revision. You may also get some support from your system vendor, particularly if the machine is new, and the provided hardware is qualified by the software vendor. The software reseller may also have some experience with your hardware, but if it is old, or not on the "Supported" list, they may not be able to help you solve the problem, they may however be able to help you get hardware that will work in your situation. Driver support issues are very common with Graphics systems. These change very frequently, and unrelated applications can (and do!) change the nature of the drivers, breaking them for the high-end software.

In general, unless you are looking for a specific revision of a particular driver, stick with the latest available. The versions shipped on media with the product are almost always older than what can be downloaded from the Internet. If in doubt, get the latest driver set before starting the support process. You can typically get recent drivers from the hardware manufacturers Internet site, or from your system vendors site if it is hardware that they normally supply with their systems.

Operating System

The operating system, also called "OS", is a fairly large piece of software that defines how the computer operates. It is also responsible for how applications work with hardware, and each other. The job of the operating system is to control and define how the hardware resources of the computer are used, and to provide that control to applications in a way that makes sense. Multi-User operating systems allow more than one user at a time to make use of a single computer and Multi-Tasking operating systems allow one user to do more than one thing at a time on a single computer. Most every operating system today is Multitasking, but not all are fully Multi-user Operating system Software comes in two basic categories.

- OEM This is the copy of the operating system that comes with your machine. Almost every machine comes with a copy of the OS that you want to run on it.

- Retail A retail copy of an Operating System is generally considered to be one that you purchased from a Software outlet apart from a system.

The main thing you should understand about these two is that OEM operating system software is supported by the vendor who sold it to you, not the maker of the operating system. Retail copies are just the opposite, they are supported by the developer of the operating system, not the vendor.

Support for an operating system is a complex affair as most every part of the machine interacts with it. The only support you can expect to come as part of the operating system is initial configuration, and installation. Anything beyond this is generally considered a support service, and most providers of that support use a pay-per-incident scheme. This means that if you have a problem, you have to pay a fee, and that fee covers all contact related to that problem -even if some problems are easy, and some are hard. Other forms of operating system support include an annual OS-Care sort of contract. Not all operating systems have this sort of support available. This type of support covers either all, or a large number of problems per year, and can include some how-to types of services as well.

One other key fact to remember is the more hardware supported by an operating system, the more potential problems there are as the number potentially troublesome combinations goes up exponentially with the number of supported items. This is the reason that some system vendors only supply a limited number of components, or only supply their own hardware to run their operating system on. By doing this, they have some control over their customers support expectations, and their ability to deliver on them.

Where do I get support if?

This section will be similar to the hardware section above in that a few common situations will be presented so you can understand how the different support providers interact to solve problems.

1. I saw an update or hot-fix, or service pack for my operating system on the Internet, and decided that I should apply it to my computer, now some functions or programs don't run like they used to, what support options do I have?

In this case you are not entitled to very much free support unless your operating system is covered by a full-care or incident based sort of contract. In general if you, the user, load something onto your machine that you obtained somewhere other than the people who are providing your support, then you will be responsible for any problems that you may run into. If, on the other hand, you paid someone to install your updates, you may get some support from them probably limited to removing the update, and putting the machine back to its previous state. Most other support will be of the billable type. You may be able to purchase a support incident from the operating system vendor, or OEM reseller. Consulting services may also be available from the people you purchased your machine from. In addition, there are a number of free resources that you can take advantage of that can be found elsewhere in these pages.

2. My machine lost power while it was running, and now the operating system will not start.

The first thing to say here is that if your machine is really important, and you need high-availability access to it, you might consider getting a reasonable UPS for it.

Unless you have some sort of hardware-care, Full-care, or OS-Care support on that machine, you probably are not entitled to any free support at all. Many services are available to help rebuild your machine, but the data on it may be gone for good. (See the hard disk example above in the hardware section.)

This situation is basically a pay situation, unless you are comfortable with rebuilding your machine yourself :) Best to avoid it either with preventative equipment, or through a decent support contract that can get you up and running quickly.

3. I don't understand how to make my operating system do something, how do I find out?

To understand this from a support point of view, you need to understand that there is basically no problem with the hardware, or Software. This really is a training problem. Good training tends to lower the support burden computing comes with. Most users do not have time, or budget to get all the training they need, and this causes support and training to overlap in this area. Many larger companies combine these two with a help-desk, or may send their employees to classes on a regular basis so that they have a chance to obtain new skills, or refine those that they have. The reality of the situation really is this: Those that sell technology expect the users to either be willing to learn, or pay for training on effective use of the technology. Good training is a very important piece of the technology solution, and is often forgotten.

If you need support in the form of training, you can get classes, and consulting from many places, including local resellers who deal with specialized technology. If your need is more general, then you should consider the many free resources available to you. See the resources portion of this document for some links.

It is also worth mentioning that some operating systems come with very complete documentation on line. If you are running IRIX, for example, the entire OS is documented online, with procedural examples for almost every task. This resource called Online Books is well worth getting used to as it has many of the answers you need right on the machine. For Win32 operating systems there are many online resources as well as books that you can purchase.

Application Software

Application software is what you actually use to get things done. Your e-mail, web browser, CAD design software, and many other tools that you use to do you job fall under the Application software category. Application software support typically is limited to issues regarding the use of the application. In some cases this use may extend into other system components, such as the driver or operating system software, but this is generally the exception, not the norm. Application support typically comes in the form of an annual support contract for high end or complex applications, or via Internet discussion boards or email-support, or may be offered for a limited time over the phone to help the new user get started with basic use issues, or perhaps first-time installation.

All application Software comes with some sort of license agreement. This covers legal questions about your use of the Software, and your entitlements, if any, you might have. This document typically is called the EULA (End User License Agreement) Many people may not realize that you never actually own the Software, but instead are granted a license to use the Software. Additionally most of these agreements typically release the developer of the Software from any liability resulting from your use of their software to the cost of the Software alone. It is not a bad idea to review the terms of your license before using Software for the first time, you should also review this document before purchase if you have any questions, often times your purchase constitutes acceptance of the license, sometimes before you see it! For most common applications this really is not an issue, but if your project involves advanced use of some Software, reviewing and or negotiation of your license terms might be needed.

There are three basic types of application Software. Each type has different support expectations that come along with it. Each basic type is presented below with some common scenarios following up to help you understand how the different types of applications may interact with one another.

- High-End specialized application Software. High end Software typically is sold through a Value Added Reseller, or is purchased directly from the software vendor. This type of Software is generally complex in nature and may include various services as well. Engineering, Entertainment content creation tools, Electrical Engineering, Pre-Press, and Content Management tools are examples of application Software that would fall into this category. High-End applications typically have a large number of development resources tied to them. Since distribution of these applications is fairly tightly controlled, you can be sure that what you are getting is virus free, and will install on a qualified system.

High-end applications are typically license controlled with various naming schemes based on unique identification features of the hardware, or dedicated user accounts. Support for this type of Software generally comes in the form of specialized training, or through an annual support contract. The primary difference between this type of software and the others is that its development costs are high, and the potential audience is fairly low compared to the other types of application Software. Another key difference is that high-end applications are updated once or twice a year to reflect the changes in capability required by its users. Ongoing training and support contracts basically pay for this. Most users of this type of software upgrade because they need to be able to communicate with others using the same types of software, or they need the additional capability to remain competitive in their marketplace.

End-user support typically comes from the software vendor, either directory, or through their partners. This support will generally cover all aspects of the Software, except those that should be addressed with training. There are also generally some books that can help with learning your way around the program.

High-end applications typically qualify the types of hardware that they run one due to their high-demand on the resources of the machine used to run them. Installation and run-time support may be very limited if the application is running on un-qualified machines.

- Retail General purpose applications. Retail applications are those types of programs that appeal to a wide audience. Word processors, graphic design layout tools, system utilities, and many multimedia applications are some examples of applications that fall into this category. Development on general purpose applications is less than high-end applications, but is still, in most cases, a lot more than Free/Share ware. If you are working with original media (Which you should be !) then you can be confident that the application is virus free, and will install on your system provided that your system is fairly standard in configuration.

General purpose applications are generally un-protected, and are available from a software house or retail outlet. They are generally less complex than high-end applications. Most general purpose applications are written for the lowest common denominator. This means that most any machine will run the application. Remember though when they say minimum requirements they mean just that. Their program will run, but don't expect to get the full potential of the application on a minimum machine.

Support comes in a limited form from the vendor, usually for initial installation, and use issues. Other support is available in the form of Books, classes, and on-line information.

- Free/Shareware applications. Don't confuse these with Open Source applications. Open Source is not Freeware. Open Source is a method of development, not a type of application. Freeware or Shareware programs typically are produced by individuals, or small groups to fill niche needs. Freeware/Shareware might be open source, or might not, it depends on the license terms they place on your use of the program. Their intended audience can be all over the place, from a single person, to everyone. One advantage of freeware is that if you need to accomplish a particular task, you don't have to purchase and deal with an entire application suite to get that task done. A small program might just do the one thing you want with little hassle.

Because of the ad-hoc nature of freeware development, you basically have to try it and see if it works. Generally there are no guarantees that it will work as there really is no official qualification or testing process in place. This does not mean that this stuff is dangerous, it just means that you are on your own as far as support goes. If you are not sure about a particular package, you may consider asking around on the net, or in your circle of peers if they have had any bad experiences with the Software you are planning to use. Your support options are few, and you are entitled to none. Many authors will respond to well written e-mail requests. You can also find out about others experiences by searching the Internet news and web archives to see what others have to say.

Support Resources

These resource pages have been broken down into separate pages for ease of indexing, linking and editing on our side. Below you will find the description of each section with a link embedded in it that goes to the actual resource page.

General - On this page, you will find links to generally good support pages, and information. Nothing specific, just a way to get started using the Internet as a support option. (Coming Soon)

Application Specific - This page is intended for those looking for some other support options for Acuity specific products, or maybe those looking for some additional product information.

Hardware Specific - The hardware pages will contain links to Acuity specific hardware related support resources. (Coming Soon)

Frequently Asked Questions

Can I get support services from Acuity for my Software or Hardware that is not covered by an active support contract?

Yes. Acuity can provide services and support on a billable case by case basis. All terms and conditions are specific to the job at hand. Let us know what your situation is, maybe we can help!

My software support contract indicates that I get support from the software vendor directly, how do I get support from Acuity?

Support in this case would be covered by Acuity services, training and consulting. We will consider special projects on a case by case basis.

How do I find out if my hardware setup is correct for the software I am running?

Most software vendors list their minimum requirements on their Web Site. You can find Acuity specific hardware requirements by software package here. For other software not listed on our site, you can always send a quick e-mail to the company looking for general information, or use one of the better Web search engines to help locate this information.

Why is some support limited if I do not have training?

Everyone who provides support must manage that resource. There is a balance between training over the phone, and just answering questions in general. The more specific purpose the software application is, the more important training becomes because a common vocabulary, knowledge of the application interface and general terminology are all necessary in order for us to provide timely, effective support.

What if I am just not sure?

Give us a call or e-mail, we would be glad to discuss your situation with you.

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