Version 3 (modified by cv, 9 years ago) (diff)

--

Support Resources

Support resources (publicly available, www.barrett.com):

  • Documents
    • Datasheets
    • Applications / success stories
    • Grant proposal persuasive text
    • Features and benefits
    • Specifications
    • Shelled models
    • System component list
    • Third-party publications
  • Academic papers
  • News reports, articles
    • Press releases, event calendar
    • Sales/support channels (distributors)
  • Videos
    • Marketing
  • DVD clips
  • Tradeshow and other event clips
  • Demonstration footage
  • Customer research/applications
  • Television spots
  • Image library (DAlbum)
  • Software
    • Source code
    • Changelog (RSS/Atom)
    • Third-party resources
  • http://web.barrett.com/mailman/listinfo (link to the bhand one)
  • http://web.barrett.com/forum/

Support resources (requires active access code):

  • Submit a support ticket using a web form
    • Automatically checks support subscription
    • Prompts for relevant debugging info
    • Automatically creates a ticket in OTRS
    • Ticket tagged with support category (shows up on proper engineer’s dashboard)
    • Offers quicker response times than email, because of the first 2 points
  • Send an email to support@…
    • Automatically creates a ticket in OTRS
    • Filed in an “Unverified” folder in OTRS until their subscription is verified
  • Call us
    • Receptionist has a simple web interface to check subscription status quickly
    • Engineer creates a new ticket in OTRS
  • Download/view the latest
    • Software installers
    • Video tutorials

Support subscription benefits:

  • Unlimited phone/email support
    • Guaranteed response within 1 business day
  • Code review service
  • Free parts/labor for repairs
  • Free shipping (back to customer) for RMAs
  • Discounted pricing on additional hardware purchases/upgrades
  • Access to the latest software installers and support videos