Efficient support requests

As part of your Serviceplus package, you can send requests to technical support. Technical support quickly and competently answers all questions pertaining to the Nemetschek products included in your Serviceplus package.

You, too, can contribute to making this service as efficient as possible.

This topic shows how you can reduce your “online time” with technical support - i.e., the amount of time your are in contact with the support staff. Technical support will ask you the following questions. The better you have prepared the answers to these questions, the more you can focus on the actual problem and avoid hasty searches.

Technical support can be contacted by phone, fax or email.

Note: Visit the Nemetschek homepage for a list of the teamlines with the main activities of each, as well as the relevant phone/fax numbers and e-mail addresses.

Please have the answers to the following questions close at hand when submitting a support request:

Before contacting technical support, check and make a note of the following:

• Your customer number
• The operating system you are running
• The Allplan program version you have

Note: You can get the answers to this in the Services application by clicking Information - Version and Customer number.

Try to identify the problem as well as you can. Clarify the following:

• What was changed shortly before the problem occurred (new software installed, new hardware...)?
• Did anything unusual happen shortly before the problem occurred (e.g., power failure, crash...)?
• Does the problem occur regularly (program failure with other components/ program modules...)?
• Does the problem occur...
  • on one or all computers
  • with one or all users
  • with one or all projects or drawing files
• Was there a time when it worked at all?

If you have Internet access, you can use the Netviewer program for remote maintenance provided by Technical Support. In Allplan, click ? - Nemetschek on the Web - Remote Maintenance.

Offices working in a network environment should appoint a person who is responsible for having a detailed overview of the office’s IT structure and equipment and who will handle support calls.

This system administrator, with his/her accumulated knowledge, can serve as the main person to whom to turn for data backup and printing issues.

Tip: Support requests should always be generated using the Hotinfo program. For more information, see Using Hotinfo to generate support requests.