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Preface
Altiris Helpdesk Solution User Guide 7
Support
Altiris is committed to providing world-class technical support and professional services to its
customers. Included with every product purchase is complimentary Electronic Support. For
customers who want a higher level of support, Altiris offers many fee-based services ranging from
Priority Support, which includes priority telephone and priority e-mail support, to on-site
consultation.
Before Contacting Support
We recommend that you do the following before contacting Support:
• Download and install the latest version of the product and product updates from our web site
(www.altiris.com).
• Read the product Release Notes. The Release Notes contain important information on the current
release including limitations and application specific workarounds. Many customer questions are
answered in the Release Notes.
• Review the information in the Altiris support forums (go to www.altiris.com and click on
Support and then Forums). If you cannot find the answer to your question in the forums, you can
post your own question. The forums are monitored by our Support engineers, who will help you
with your questions.
Support Contact Information
Altiris is a global organization with operational centers in the following geographies:
• Americas in Lindon, Utah covering North and South America
• Asia Pacific in Sydney, Australia
• Europe, Middle East, and Africa (EMEA) in Landau, Germany
Contact information for each of these operational centers is available at www.altiris.com/contact.
When contacting Support, please include the following information in the e-mail or have it ready
when calling:
• Your name, e-mail address, and phone number
• Product name and product version
• Specific details about the problem, including specific system messages, error codes, and logs
• Details about your system, including the operating system, applied services packs, hardware
configuration, network details, and other applications running on the system.
Training
To ensure that you are using Altiris products in the most effective way, Altiris offers in-depth,
instructor-led, hands-on courses. These courses will help you quickly learn the optimum methods
for installing, configuring, and managing your network using Altiris’ award-winning products. For
information about Altiris training, go to the following web sites:
• http://www.altiris.com/services/training/
• http://www.altiris-europe.com/services.htm