Before restarting your device to see if it can solve an issue that you are having, here are a few simple tips to know before requesting technical support. By keeping these things in mind before, during, and after making a request for support, it will aid you in getting a permanent solution to your problem.

BEFORE
– Gather as much information as possible on your issue.
– Have a main and secondary phone number where you can be reached.
– Have a secondary email address for written instructions and attachments.

DURING
– Provide any additional information requested by the technician.
– Provide the exact nature of the problem(s).
– Identify which application(s) are experiencing problems.
– List or capture images of error messages that are displayed.
– The Operating system (DOS, Windows, Macintosh OS, or UNIX) being used.
– Where you were/are located when you have the problem.
– What approximate date(s) and time(s) you experience the problem.
– How you are accessing the network (locally or via dial-up).
– Don’t make changes to any configuration or files unless told.

AFTER
– Ask for solutions to avoid or minimize the problems in the future.
– Request information to give to Technical Support should the problem return.
– Check older copies of backed up data
– Create newer copies of data in three (cloud, optical, magnetic) places.

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Stephan Pringle

Technology Support Specialist at Sipylus

About The Author: Stephan Pringle is an Information Technology Support Specialist. He covers hardware and software and provides tips for you to troubleshoot and repair issues on your own. In his spare time, he writes articles about the State of New York on his Hackintosh and HackBook and that has helped him to become the top contributor of the New York City section of Yahoo! Answers.

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