Getting help

Tower Concepts has an extremely high commitment to providing timely and accurate assistance. Product quality and customer satisfaction are our highest priorities. With that in mind, we truly encourage you to establish an open dialog with our support team.

TIP: Before you call, make sure you check the manual for answers. This manual is heavily cross referenced and indexed. Also, take a look at the "Common questions, common answers" on page 337 section. We have tried to incorporate some of the more frequent requests into a series of questions and answers.

By e-mail

Send all e-mail queries and comments to...

support@tower.com

Please bear the following in mind as you send us messages...

• Provide a concise subject line (something better than "Razor problem").
• Identify yourself. When you were given license keys, you were also issued a customer ID number. Please try to use that ID number in any correspondence with us. We have installations all over the world, and are often installed at multiple sites for the same company. The return address of your e-mail is not always sufficient to help us figure out who you are. Also, please provide a phone number in case we need to call you.
• Provide as much detail as you can. Let us know the specifics of what you were doing and what the related error messages were. If possible, cut and paste ALL the error codes into the message itself along with your commentary.
• When appropriate, attach copies of the Info and History files from within the database directory.

NOTE: Should an error occur while using one of the graphical interfaces, a pop-up display will appear with all sorts of debugging information. One of the buttons on the display will send the full output directly to our support address, making the reporting of difficulties much more effective and simple.

By phone or fax

For simple questions, feel free to call Tower support at...

315-363-8000

or write your comments down and fax them to...

315-363-7488

We'll often expect and ask for the same information mentioned above, and may ask that you send us some of the information via e-mail when appropriate/possible.