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LonghornMax Support Information and Tips
Introduction
Cattlesoft strives to provide the highest level of technical support for our customers. Our goal is to handle each and every support request with respect, quickly resolve any difficulty you may be having, and continue to do so with no charge for the service.
Self-help solutions, including our support Web site and in-program help, are usually the best and quickest way to resolve support questions. Over 90% of our support questions can be answered via our self-help solutions. To access the support options from within the software, click the Help menu on the toolbar.
If you are unable to obtain your answer via self help, feel free to contact us. While we are always glad to speak with our customers, please consider E-mail. This method allows a more thorough answer and provides you with a written reference of the question. We strive to answer E-mails within one business day, and many times within a few hours.
Tips Before Contacting Support
- Have you ensured other programs are not open and tried rebooting? Sometimes unusual problems may occur due to a lack of enough free memory available, regardless of harddrive space or RAM.
- Ensure you backup your herd file often. The process is accessible by clicking the File menu then Backup.
- Ensure you have downloaded the most recent update. (Help Menu > Web Checkup)
- If you contact us and your question is already answered in our self-help resources, we will simply point you to the relevant section. This is not meant to be awkward, but we try to keep our costs down to allow us to produce this high quality software at a good value.
- Please do not try to prioritize your problem or question over others. Support questions are resolved on a first come, first serve basis and all are treated as important.
What To Provide When Contacting Support
- Please provide your name, as well as the name or ranch in which the software was purchased.
- Please ensure you have the program name and version, accessible by clicking the Help menu then About. NOTE: Cattlesoft is our company name, not a product name.
- Record program messages in detail and exact wording, including steps to reproduce your problem. Saying "it crashed" or "it gave me an error" does not provide enough information and will only increase the time to resolve the problem.
- Please provide steps to reproduce your problem or question including report names, specific animal names/tags, or specific area of the software.
E-Mail Support Tips
- Ensure you have included your full name and ranch name in the E-mail.
- If you are replying to an E-mail, include the text from any previous E-mail related to the same incident.
- If your E-mail address changes, please notify us so we may continue notifying you of available updates.
Phone Support Tips
- Have your notes ready, including any messages, problem, and steps to reproduce the problem. Also, ensure you are in front of your computer.
- Please listen carefully and be patient. You may be asked to try several basic steps as the support representative narrows down the possibilities. Regardless of computer knowledge, please follow the exact directions provided.
- We are unable to "walk you through" performing tasks already documented in the self-help support.
A Few Things To Remember
- We reserve the right to withdraw support from specific customers at our discretion, for reasons including but not limited to excessive demands, nuisance or spurious requests, etc.
- Though we are often quick in responding to support incidents, we do not guarantee a response, bug fix, or feature enhancement within a certain timeframe.
- Technical support is only available for Cattlesoft, Inc.'s products and is not provided for products not developed by Cattlesoft. For assistance, please contact the product manufacturer. This includes: Windows, spreadsheets, word processors, E-mail, web browsers, printers, and digital cameras.
- We are unable to support basic computer operations such as copying and moving of files, downloading from the web, and E-mailing file attachments. Please refer to your computer manual for assistance.
- Please limit support incident contacts from a single user of the software. We are unable to offer technical support to multiple users of the software, including children, employees, "computer people", and others. If you need additional support licenses for more than one user, please contact Cattlesoft, Inc.
- All support incidents are recorded, including date, time of day, support representative, and nature of incident. This is for future reference and enables us to provide better support.
If you have any questions about this support statement, feel free to contact us.
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