Technical Support is available only to REGISTERED Tools Plus users. Limited support is offered to unregistered users (i.e. programmers evaluating Tools Plus).
If you should require the assistance of our Technical Support staff, please be prepared by being able to communicate what the issue is, and how you want to solve it. Some of the things you may want to think about before you contact us are:
• Have you read the Tools Plus user manual and looked for the answer
yourself?
• What is the nature of your query:
- Are you trying to implement a feature and don’t know how to
start?
- Have you written some code that isn’t working the way you
expect it to?
- Are you in need of information that you can’t find in the user
manual?
- Is the user manual unclear about a subject?
- Are you requesting that additional features be added to Tools
Plus?
• If you suspect a bug, or Tools Plus isn’t working the way you
expect it to…
- Which Water’s Edge Software product and version are you using
(i.e., Tools Plus 2.5 for THINK C)
- What is the nature of the problem? What do you want it to do,
and what is it actually doing?
- Which development environment are you using? (Software,
version, Macintosh model, system version, amount of memory,
etc.)
- Does the problem occur in the development environment, in a
stand alone application, or both?
What does Technical Support do?
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Water's Edge Software Technical Support provides the following services:
• referring to the user manual and indicating where the requested
information can be found
• clarifying the user manual where information is not clear or if
something is misunderstood
• explaining how to apply Tools Plus to achieve the desired results
• communicate information about the latest version of Tools Plus
(i.e. version number, new features, etc.)
• logging your requests to add functionality or to make enhancements
to Tools Plus, or its manual
What doesn’t Technical Support do?
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As the creator and publisher of Tools Plus, Water's Edge Software is prepared to support its own product. We cannot, however, support other products even though you may be using them to develop or maintain your applications. Specifically, our Technical Support staff will not respond to queries pertaining to:
• computer hardware and peripherals
• Macintosh system software
• your development environment (THINK C/C++, THINK Pascal, ResEdit,
etc.) or other applications
• your programming language (we won’t teach you how to program)
• the Macintosh toolbox (Inside Macintosh and THINK Reference are
both excellent resources)
• queries that are beyond the scope of Tools Plus, such as “how do
you do animation?” or “how do I include QuickTime movies in my
application?”
Electronic Mail (E-mail) Support
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Why E-mail? Our Technical Support department is best equipped to respond to urgent matters by being able to prioritize all incoming requests then assigning our people to the most urgent ones. Your urgent requests will typically be resolved within hours
Water’s Edge Software can be reached on CompuServe, so you can make your queries electronically by CompuServe Mail. Please send all correspondence directly to our CompuServe account:
73424,2507
If you are using AppleLink or other e-mail system, you likely have access to Internet. We can also be contacted at the following Internet account:
WatersEdge@eWorld.com
Please check your e-mail User Manual, or contact your e-mail Customer Service representative for information on accessing Internet accounts.
Mail Support
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Water's Edge Software also offers a mail-in Technical Support service. Our mailing address is:
Water’s Edge Software
Technical Support
PO Box 70022
2441 Lakeshore Road West
Oakville, Ontario
Canada
L6L 6M9
Software Updates (available to REGISTERED users only)
Tools Plus is being enhanced and optimized on an on-going basis. Periodically, Water’s Edge Software releases free updates to registered users. Free updates will be sent to your last known mailing address, so it’s very important that you inform us when you move. If you provide us with your e-mail account number and network ID (i.e., CompuServe account 73424,2507) we will send you updates or update information by e-mail (please do not disclose your password!)
Water’s Edge Software periodically releases free updates to registered users. Between those general releases, updates may be available on a “per request” basis. If you need to determine the latest version number or you wish to obtain the latest update, please contact Water’s Edge Software Technical Support.
Software Upgrades (available to REGISTERED users only)
Whenever Tools Plus undergoes significant changes, usually in the form of having considerably enhanced or augmented functionality, Water’s Edge Software will issue an Upgrade Notification to all registered users. The upgrade notification describes the enhancements and upgrade cost. Registered Tools Plus users enjoy considerable discounts when upgrading Tools Plus.
As a registered user, you will receive an Upgrade Notification by mail, sent to your last known mailing address, so it’s very important that you inform us when you move. If you provide us with your e-mail account number, we will send you Upgrade Notifications by e-mail (please do not disclose your password!)
Registered Developers experience _considerable_ savings when taking advantage of major upgrades.
