KB10768 - Can you offer any tips for a smooth customer working relationship with TatukGIS?

1. Set up your user registration account in the TatukGIS system with full and accurate information, using a good working e-mail address. TatukGIS does not spam and, consistent with the TatukGIS privacy policy (see Knowledge Base item KB10769), does not s share customer information with others. Therefore, please do not worry about using your normal e-mail address.

2. Particularly if you become a TatukGIS customer, safe-list in your e-mail program the sales@tatukgis.com and support@tatukgis.com e-mail addresses. The first e-mail that you will receive from the sales@tatukgis.com e-mail address is your log-in password.

3. Use one e-mail address for your account registration and all correspondence with TatukGIS. For TatukGIS customers, TatukGIS support staff will prioritize support related e-mails sent from the licensed user's registration e-mail address. E-mails from other e-mail addresses will be assigned a lower (non customer) priority level. Customers of TatukGIS products should remember that product download and activation access is available only under the customer’s registration e-mail address log-in. Any user can update his/her account registration information, including the e-mail address, when appropriate.

4. With regard to the Developer Kernel (licensed by developer) and Internet Server (licensed by server but used by a developer) products, be sure to register the license to the user account in the TatukGIS system of the person (developer) who will actually access and use the product. This ensures that the actual developer has direct download and activation access to the DK retail version, subsequent product upgrades, TatukGIS e-mail support, and the licensed user forum for that product. It is understood that the purchaser (if different than the named developer) of a license is the “owner” of the license or the representative of the organization that owns the license. In such situations, the registration account of the purchaser is assigned ‘administrative' status. The administrator is recognized as having the authority to assign a DK license to the licensed user, reassign a license to a new developer (should future events make this necessary), and make additional purchases from TatukGIS for the customer account.

The licensed developer can be specified during the on-line purchase procedure or by e-mailing the details to sales@tatukgis.com.

With regard to final user products (such as the TatukGIS Editor), which are licensed by computer, the license should be assigned to the registration account of the individual who will be responsible for installing/activating the product and subsequent product upgrades on each computer.

5. Use the RSS feature to be advised of new releases and updates of TatukGIS products and the publishing of news items on the TatukGIS web site. The RSS feature is available for the Downloads and News pages. Use the “Check for Update’ feature (located under the product's Help menu) to check with the TatukGIS server for the availability of a newer version of that specific product. Because TatukGIS attempts to limit e-mail announcements to a minimum, for only occasions when there is something really significant to announce, even a customer of a TatukGIS product should not expect to receive an e-mail announcement every time the product is updated.

6. Before contacting TatukGIS support, first check the searchable FAQ page of the TatukGIS web site for the answer to the question. Most common questions that have been asked in the past by customers or evaluators of TatukGIS products are already answered in the FAQ material.

7. When sending a technical support question, provide a sufficiently clear description of the problem to allow the TatukGIS support staff to fully understand the situation from the first reading of the e-mail. First and foremost, state which TatukGIS product and product version the question relates to. If the issue is specific to a development platform, state the development platform, e.g., Delphi 2007, Microsoft Visual Studio 2005, etc. If the issue involves an error message, state what the error message says (such as by providing a screen shot image of the message). If the issue involves specific data or a specific project, send sample data or a sample project to allow TatukGIS to replicate the situation.

Standard TatukGIS practice is to provide each licensed user access to product updates, upgrades, e-mail support, and licensed user forum for that product for 12 months following the purchase of the license. The purchase of a continuation of access to product upgrades/updates, support, and user forum for each additional 12-month period typically costs 45% of the current price of a new license. The TatukGIS system will automatically send out a notification notice advising of the upcoming support/upgrades expiration date approximately 30 days prior to that date.

8. While TatukGIS maintains download access to the latest version of each TatukGIS product, which is avilable to those customers with paid-up support/upgrades maintenance access, we do not maintain a library of old (obsolete) product versions. If, for some reason, you plan to continue to use an old version of a TatukGIS, instead of updating to the newest available version, it would be prudent to keep a back-up copy of that old version as insurance in the event of a hardware failure or some other problem resulting in the loss of software. TatukGIS is unable to provide obsolete product versions in such an event.