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Support Policies
Support Pages (forever under construction):
The menu at the left will take you to our support pages for each of the services listed. This is the place to start when you have a question or problem. For common questions and problems with straightforward
answers and solutions, you will find detailed illustrations and instructions. This is better information than you can get over the telephone. We suggest that you print out the page of instructions, read through them
carefully before starting, and then proceed.
Telephone Support:
Most, but not all, questions and problems can be resolved on the telephone. If we have seen a problem before and know its solution, if you have enough knowledge about your computer and its operating system, and
if you are sitting at your computer when you call, then we have a good chance of solving the problem on the phone. If we have not seen the problem before, if it does not have a straightforward solution, or if you do
not have sufficient knowledge about your computer to follow the support person's instructions, then you may be asked to bring the computer in to our shop (see below). E-Mail Support:
This is perhaps the poorest form of support. It is difficult and time-consuming to ask questions and give responses by e-mail. It should only be used for simple requests that are not urgent. You should always
include the type of computer you own, what operating system you are using, what program you are using, including its version number, and anything else that will be helpful.
In-Shop Support:
If the support person decides that it is not possible to solve your problem over the phone because of its complexity, you may be asked to bring your computer into our shop so that our personnel can take a look at
it and see if they can resolve the problem directly. There is no charge for this service.
However, be aware that this service does not include repairing defective computers, modems or trashed operating systems.
On-Site Support
On-site support is very expensive, it is not covered by any fee that you have paid, and you will be charged for on-site support, if you request it, at our usual service rates. Exceptions to this rule are made
only when the computer cannot be brought into our shop for reasons acceptable to the support supervisor. |
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Cactus Computer Co. 211 S. Main St. Moscow, ID 83843 |
Copyright © 2004 Cactus International, Inc. |
