Support Boundaries for Desktop Apps/POS
Article ID: Q104587
Creation Date: 22-SEP-1993
Revision Date: 23-APR-1996
The information in this article applies to:
- All Microsoft Desktop Applications
- All Microsoft Desktop Systems
SUMMARY
This article describes the technical support provided by the Answerpoint Support for Desktop Applications and Desktop Systems products.
MORE INFORMATION
This article contains an overview of the support provided by support engineers for each of the topics listed below.
Coding and Macros
Microsoft provides technical assistance to customers, so customers can make appropriate use of Microsoft software and make design decisions. When appropriate, Microsoft will provide examples that illustrate the use of Microsoft software, but will decline to develop code or macros to address specific customer requests. Engineers provide the following support:
- Interpreting and explaining the syntax, functionality, and purpose of code and macros.
- Educating the user in the process of creating, editing, troubleshooting, and debugging code.
- Providing information on coding and macro resources, such as Microsoft Press books, third-party books, Microsoft FastTips services, the Microsoft User Group Outreach Program [(800) 228-6738], Microsoft Consulting Services [(800) 922-9446], and other consulting services.
- Creating generic sample code. The code must be a generic example to explain functions or expressions and must contain no user-specific data.
NOTE: Desktop Systems support engineers do assist with the conversion of GW-BASIC code to QBASIC, but other coding issues are not supported.
Debugging
- Assisting the user in understanding the process required to debug a coding problem.
Design
The following guidelines apply to applications, macros, system or optimization techniques:
- Developing an understanding of how the user is trying to use the product.
- Giving general design advice in conceptual terms.
- Stating advantages and disadvantages of each design option. The user must make a decision based on the information provided.
Printing and Video
- Installing, setting up, and troubleshooting printer and Microsoft Download service (MSDL) or other electronic services.
Security
- Answering user questions about security features, but not disabling password protection at any level.
Setup, Configuration, and Installation
Dynamic Data Exchange (DDE)/Object Linking and Embedding (OLE)
- Interpreting and explaining syntax, connectivity, functionality, and purpose.
Open Database Connectivity (ODBC)
- Supporting ODBC drivers bundled with Microsoft applications.
Other Operating Systems
- Attempting to support the functionality of Microsoft products running on third party operating systems. We will attempt to find solutions, but cannot guarantee success.
Earlier Versions
- Supporting earlier versions of a product on a "best effort" basis. This guideline generally applies to products that are two major versions previous to the version currently shipping. For example, if the product being shipped is version 6.0, Engineers will try to support versions 4.x and 5.x as well as version 6.0.
Third-Party and Microsoft Press Books
Engineers are not responsible for the technical accuracy of material printed in third-party or Microsoft Press books.
For Microsoft Press books, use the following procedure to receive support:
- If a Microsoft Press book contains a defective disk, call Microsoft Press at (800) 677-7377.
- If you are having difficulty using a disk, contact Microsoft Press, by writing to Microsoft Press, One Microsoft Way, Redmond, WA 98052
VAX is manufactured by Digital Equipment Corporation, all vendors independent of Microsoft; we make no warranty, implied or otherwise, regarding these products' performance or reliability.
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