How to use Self-Service
| Article ID |
4587 |
| Product |
Other |
| Issue |
How do you use the self-service features on the PLATO Support site? |
| Resolution |
Use PLATO Self-Service |
Details
Resolution
Welcome to the PLATO Support Center!
How do I resolve my issue using the Support Site?
When you use the PLATO Support Web site, the most important piece of information to know is which PLATO product you are using. This will help you determine if a solution applies to you or not. Here are the most commonly used PLATO Products that are most frequently asked about:
Self-service with online tech support
PLATO Learning's self-support web site is the first place to go for answers. The PLATO Support Center, powered by the GoogleTM search engine, provides an easy, accessible source of solutions to common problems and questions.
The PLATO Support Center is content-rich, providing online support at your convenience--24 x 7 x 365. The most valuable content at the PLATO Support Center is contained in the knowledge base and in product support pages.
Search the knowledge base, documentation only, or the entire siteThe Google search engine empowers you to search the knowledge base, documentation, or the entire site conveniently from the home page:
Knowledge base - By default, Google searches the knowledge base, where you'll find most of the technical info that will help you resolve issues.
Documentation - If you choose to search Documentation, you'll search product support pages which contain links to over 200 PDF documents that are outside of the knowledge base.
Entire site - Choose this option to search all the rich stores of documentation at the PLATO Support Center. User documentation, "how to" documentation, technical step-by-step articles to help you resolve issues--you'll find it all!
Knowledge Base
We are constantly improving and updating the knowledge base to make sure that you have access to the timeliest information. Our knowledge base articles contain detailed step-by-step instructions and links to related info. Because this kind of valuable info is simply impossible to convey in a telephone support context, you will often get the best answers in less time by using the knowledge base. You'll avoid phone or e-mail tag and prevent delays in receiving support.
You can use Google to search the knowledge base conveniently from the home page, or or from the top of every page on the site:
Product support pages
The PLATO Support Center (http://support.plato.com) contains support pages for most PLATO products, including instructional software ("PLATO courseware").
You can easily access product support pages from the "Top 10 Selected Products" on the home page.
If your product isn't listed in the Top 10, just click "more products". When you visit a product support page, you will typically find links to:
- System requirements
- Installation and upgrade instructions
- User manuals and quick references
- FAQs
- Frequently used articles from the knowledge base ("Top articles")
- Order forms to request the latest upgrades
All this is just a sampling of what you'll find! Product support pages contain links to over 200 PDF documents outside of the knowledge base. If you need user documentation or "how to" documentation, you'll find it on your product support page.
Surf your product support pages now:
Subscribe to PLATO Support TechNews
PLATO Support TechNews is a free monthly tech support e-newsletter published during the months of August-April. After you subscribe, you'll receive each issue in your inbox at the end of the month. Content in the newsletter may include:
- A brief online poll (Your opinion is highly valued by us!)
- Tech alerts
- Feature articles
- Helpful tips
- Links to updated user guides, quick references, white papers, or new articles published in the knowledge base
- Upgrade announcements
- Information about technical and training services
Show me the TechNews Archives
Subscribe to PLATO Support TechNews now!
What if I want to contact a PLATO support representative?
You're always welcome to use e-mail or phone support. If you need to explain what's happening in some detail, or your entire lab is down, you'll find phone and e-mail support options under "Contact Us."
To access these options, just click "Contact Us" on the menu bar, which is always visible from every web page:
TIP: E-mail is the best contact method to use when issues are not critical and do not require an urgent phone call.
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