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TMS OnLine/OnSite 2013.5.5 User Guide
There are many ways for you to get help with installing, configuring, and using TMS.
TMS Technical Support is on-hand to assist you with questions and suggestions. When technical problems occur, TMS Technical Support works with you to resolve the problem in a timely manner.
Four Rivers maintains a comprehensive online support center for our customers called the Customer Care Center. The CCC contains TMS Product Family information and resources including documentation, tutorials, reports, software, and much more.
At the CCC, you can add support issues, check product information (system requirements, functionality matrix, and add-on products), update and view the support history of your organization, access training and tutorials, view and download documentation, search the TMS Knowledge Base, view common support issues and solutions, and download software.
Using your username and password, you can access the CCC at: http://support.frsoft.com/. If you don’t have a CCC username and password, have an authorized person at your organization send an email request to TMS Technical Support at [email protected].
The searchable Knowledge Base is designed to help our customers find answers to various questions and error codes. Search FRSoft’s database of support articles for answers to questions you may have. After you log in to the CCC, click the Knowledge Base link under Support.
View frequently asked questions and most common support issues and solutions from the CCC. After you log in to the CCC, click the Top TMS Support Issues link under Support.
Four Rivers Software Systems developed the eTech Alert service to make our customers aware of problems that could affect their organization. After you login to the CCC, click the eTech Alerts link under Support.
Our normal business hours are Monday through Friday, 8:00 a.m. to 8:00 p.m. EST, excluding national holidays. Please see the Before Calling TMS Technical Support section below for helpful tips related to contacting TMS Technical Support. All support issues are logged and tracked so that we maintain the highest level of customer satisfaction.
Telephone: 412-256-9020
Fax: 412-256-9040
Email: [email protected]
CCC: Enter a support issue through the Customer Care Center.
Chat: Real-time help from a TMS Technical Support representative is available through the Customer Care Center (log into the CCC, click Request Support > Chat with a Support Representative) from 8:00 a.m. to 8:00 p.m. EST weekdays, excluding holidays. Chat is intended for quick questions, however, not advanced issues.
The FRSoft Call Center has compiled a list of suggestions to help speed up the resolution of issues. Please take a couple of minutes to review the sections below before talking to one of our support analysts or entering a support request through the Customer Care Center. You may need to gather some information in advance.
These are only recommendations and are not required to receive support, however, following these recommendations may make your call shorter and more productive.
Review the TMS product documentation (in TMS, select the Help menu).
Restart the application.
Verify that your organization is not experiencing any technical or network difficulties.
Verify that your workstation and/or server meet the TMS System Requirements that can be found on the Customer Care Center under Product Information.
Review the Top TMS Support Issues that can be found on the Customer Care Center under Support.
Search the Knowledge Base that can be found on the Customer Care Center under Support.
Know your TMS application and database version. This can be found by logging into TMS and clicking on Help > About TMS.
Know your operating system and service pack version. (Right-click on My Computer and then select Properties.)
Know your Internet Explorer browser version. (Launch Internet Explorer and select Help > About Internet Explorer.)
Do you have the exact error message on your screen or written down?
Does the problem you are experiencing happen on multiple workstations or just one?
Is this the first time you have noticed the problem?
When did this start happening?
Has anything recently changed on your workstation, server, or network?
If you recently performed an upgrade, did this happen before the upgrade?
Are you running any security suites such as McAfee, Symantec, Norton, etc.?
Can you send a backup copy of your database via FTP to us? (Applies to TMS OnSite only.)
Who can we contact in your Information Systems department if necessary?
What is required for TMS Technical Support to connect to my system?
An IS contact to be on the phone when we connect to your server unless we have written consent to access your servers without an IS person present.
The end user to be on the phone when we connect to an end user's workstation.
Note: The use of a remote access connection is made at the sole discretion of the TMS Technical Support department.
TMS Technical Support will provide directions on how to accomplish a task that needs completed on the server, however, we generally will not perform the task for you. We will ask that you contact your TMS administrator or IS contact to complete the task.
Examples of activities that TMS Technical Support will not perform on your server:
To restart a TMS product or service after a server reboot such as: TMS AutoPrint, TMS Pager, TMS HIS Links, or any other TMS Interface.
To backup or restore a TMS database.
To verify the data source of a TMS report.
To upload, download, or replace a TMS report.
To assist in troubleshooting any hardware issues or operating system issues.
To install or upgrade the TMS software, unless these services were purchased separately.
To assist in troubleshooting of any issues other than the TMS software.
"TMS®" stands for "Total Maintenance System®". " TMS®" and "Total Maintenance System®" are registered trademarks of Four Rivers Software Systems, Inc. + Contact Us for Help For help with the TMS software - send an email to TMS Technical Support. To give input or ask questions about the TMS product help - send a documentation feedback email.
