Is there a printed manual for Aurora for Windows?
When are your voice support hours?
What about off hours support?
Who do I talk to when I call voice technical support?
How long do I have to wait for answers to email or fax technical support questions?
What kind of information should I supply with a question?
How long does the technical support process take?
How many technical support calls do you receive?
How do I install Aurora on my Network?

Is there a printed manual for Aurora for Windows?

Aurora for Windows comes with a printed user's guide designed to help you get started with the software. Documentation of the use and features of the Aurora Suite for Windows is available through the online help.

Aurora Suite 2005 Standard and Professional Editions include a printed User's Guide as well as an online User's Guide that contains all of the help for the program in one easy-to-search package.

When are your voice support hours?

Our technical support department is open Monday to Friday, 9:00am to 6:00pm Pacific Standard time, that is 12:00noon to 9:00pm Eastern time.

What about off hours support?

Email and faxes may be answered offhours. Telephone support calls are not answered offhours, but you may leave a message that may be answered offhours.

Who do I talk to when I call voice technical support?

Except in the case of staff holidays, you will speak to the person who wrote the program you are having a problem with.

How long do I have to wait for answers to email or fax technical support questions?

Fax and email questions will usually be answered within 24 hours. Our email is checked every morning.

What kind of information should I supply with a question?

Please be sure to provide the following when you ask a technical support question:

• Your name and company if applicable.
• Your telephone number and fax number if you have one.
• Where you are calling from including the province or state.
• When to call, don't forget to take into account time zones.
• Your Aurora Registration Serial Number.
• The name of the Aurora product you are calling about.
• The version of the Aurora product you are calling about.
• What version of Windows or DOS you are running.
• What kind of computer you are using.
• A description of your problem including any error messages.
• Your AURORA.INI file if faxing or emailing.

The length of time the technical support process takes depends on the type of problem you are having, and whether we have seen the problem before. Most problems and questions are answered with a quick visit to our WWW site. For problems we have not seen before, we will keep you up to date as we work with you to progress through the problem solving steps, but this process can take a few days. Some problems we simply cannot recreate or find quick solutions to, these are handled as quickly as possible on a case by case basis.

How many technical support calls do you receive?

We receive about one technical support call for every five sales.

How do I install Aurora on my Network?

If you purchase a Volume License it comes with a special Guide with additional information for installation on a network.