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Support Options

Registered owners of SKY Software products may receive free support through several methods. The available methods are described below.

New - Updated as of July 13, 2011

New - Customer Support System - More Info...

Report a Problem (Customer Feedback System) - More Info...

Discuss SKY Index with other owners (SKY Software Forums ) - More Info...

Get Support through Email - More Info...  

Get Support by Phone - More Info...  

The SKY Software Customer Support System

What is the SKY Software Customer Support System?

The SKY Software Customer Support System (CSS) is a combination of two services. The first is a feedback system that allows you to report problems you may encounter while using your program. This might be a simple documentation error or a malfunction of the program. The second is a collection of forums where SKY Software customers can create queries to find answers to questions from other SKY Index owners. It is also a place where customers can make feature suggestions for future releases of the program. The forums can be searched and there is already a significant wealth of information available and more information is being added all the time.

We highly recommend that you create a CSS account because it is a great way to learn about SKY Index and to share your own expertise. There are even forums specifically for indexing students.

How do I create an account?

To create an account, enter the link below in your Internet browser.

www.feedback.sky-software.com

In the resulting web page, click the Login button which will lead to a page that will allow you to create a new account. Creation of the account requires validation of your email address and we may also require a moderator’s approval.

How do I ask a question?

To ask a question, login to your account and then click on the Forums link at the top of the web page. Then click on the Forums Map link, choose the forum that most closely matches the nature of your question and then, after searching the forum to make sure the question has not already been answered, click on the Submit a Query to this forum button.

Who do I contact if I have a problem creating an account?

If you have a problem creating your account, please write to support@sky-software.com and be sure to include a detailed description of the problem you are having.

Report a Problem (Customer Feedback System)

Our new Customer Feedback System (CFS) is the preferred method for getting support for your program. There are many advantages to using this system and here are a few of them:

Because all customer feedback is stored in this system, it is very possible that a solution to your problem already exists. If so, you'll save yourself the time of having to write-up a problem report.

Your can vote on existing problem reports to let us know that you also are experiencing a particular problem.

You can add a comment to an existing report allowing you to add useful information that may help us track down problems that are difficult to reproduce.

If a solution is posted for a report that you wrote or that you added a comment to, you will be notified automatically by email.

The CFS provides a repository of knowledge that becomes more and more useful as more customers make use of it.

How can I use the Customer Feedback System?

Just visit our CSS website here: www.feedback.sky-software.com

Notes

The feedback system is intended to be used for problem reports (bugs). If you have questions on how to do something, first check your User's Guide and the program's help system for the answer. If that does not turn up an answer for you, please ask your question in one of the SKY Software user forums (see below).

The first time you use the system, you will need to create a user account so that we can send you notices when a solution or comment has been added to your report or if the report's status has changed.

Before you can submit a report, you will be required to search the existing reports to see if someone else has already reported the problem or feature request. If the report has not already been submitted, you can create a new report.

Discuss SKY Index with other owners (SKY Software Forums)

The SKY Software forums consists of an online community of indexers that use or wish to learn about SKY Index. There are several categorized forums where questions can be asked. There are many knowledgeable indexers on this list and they are happy to assist new indexers who are just starting to get to know their indexing software. For more information about the the SKY Software Forums and how to join, click here.

Get Support through Email

To receive support through email send the following to: support@sky-software.com

 The name and version of the product you need support for.

 Your product registration number (this number can be found by starting SKY Index and then choosing Help>About).

 Your full name, address and phone number.

 A description of the problem you are having.

 Send the email to support@sky-software.com

How To Get Support By Phone

All owners of SKY Software programs are entitled to 90 days of free phone support. Your 90 days of support starts on the first day you call for support. Phone support is available Monday through Friday from 9am to 5pm EST.

Note: If you are using a demo version of SKY Index (this includes all programs used in indexing courses such as the Berkeley course and Graduate School course), you must use the Customer Support System for support. You are not eligible for phone support.

To receive phone support please have the following ready when you call (540) 751-4336:

The name and version of the product you need support for.

Your product registration number (usually on the inside front cover of your manual).

A description of the problem you are having.

Please be seated at your computer so that you can perform requested actions.