SCT CLIENT SUPPORT NETWORK

What Is It?

• CSN - The Client Support (CSN) for SCT-Plus
• Action Line
• Action Mail
• Action Web
• TCP//Plus-Net//

CSN - for IA-Plus

When CSN is referenced, it generally applies to functions served by an SCT support computer (Vax) called the CSN. It serves several functions:

TOS

A TOS is a Time-Of-Solution. This ambiguous phrase is a document from SCT that transmits program fixes, changes and enhancements. It may give instructions on how to change a program, screen or procedure. It may also deliver new modules. Occasionally it is used to merely deliver relevant information.

FARM Repository

It is often necessary to get a new copy of a program. CSN does this through the FARM command. Almost all modules from SCT are available here.

New Release Tapes

Sometimes it is easier to order new release tapes rather than apply outstanding TOSs. This can be done through the CSN ORDER commandd.

Problem Resolution

When a problem is encountered, a report can be sent to the CSN support staff through the SEND command. Other options are also available for this function.

Other SCT Contacting

The ActionLine is SCT's telephone support system that allows clients to speak with a consultant on any functional or technical issue. The ActionLine uses an automated answering system to receive and record all initial ActionLine calls. Research indicates that, for initial calls, the answering system approach results in a more timely and efficient resolution for clients. Messages may be left 24 hours a day, 365 days a year

The Action Line phone number is (716) 467-2309
San Diego (619) 560-4067
Malvern (610) 647-5930
(800) 223-7036
voice mail ---> (800) 541-5330
Dallas (972) 383-7600
Virgina Office (703) 478-9350

Action Mail

In addition, the SCT Action Line (as its support staff is called) can be reached through email. The email address is:

where xxx is the appropriate SCT system (i.e., zss, sis, frs, hrs, lms).

This usually is a good method for communicating, and replies are usually received within one business day.

Action Web

Another method is through the SCT Action Web. This makes use of the world-wide web. The URL for the SCT homepage is:

In order to use the Action Web, you must have a valid user account with SCT.

Many people have developed working relationships with certain support staff members at SCT. This can often provide better turnaround than above methods. Such individuals are reachable directly through the telephone or through email.

A last method of support is through a mailing list, generically called the Plus Net. This is rarely used for product supporrt, but is a good resource for posing system-related questions.

A very important note: Plus Press, which used to be mailed (U.S. Mail) is now available only via Action Web

OIT Applications Support

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