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Merry Christmas from the Tech Support Team!

Chris Hower, DPS Technical Support

Chris Hower
DPS Tech Support

This year, we've worked hard to offer you the best possible technical support. Throughout the remainder of 2007, and into 2008, we'll continue working with you to solve all of your monitoring problems.


Remember, someone will always be in the office to assist you during our working hours of 7:00 am to 6:30 pm PST on standard DPS business days. If you have an after-hours emergency, simply call our 24x7x365 pager at 559-454-1600 for assistance. Simply follow the instructions in the after-hours phone message, and someone will contact you immediately.


To make solving your problems faster and efficient, we'll assign you a trouble ticket number anytime you call in with an issue. As soon as we have your name and company information, we can open the ticket and begin the resolution process. Keeping your trouble ticket numbers helps, as we can always pull up the most recent notes on your particular issue to better serve your current need.


On occasion, the cause of your issue may be hardware-based. In this case, simply ship your unit back to DPS, and we'll address the problem immediately. If you need to send a unit back for us to take a look at or repair, simply provide your tech support representative with:


Once we have this information, we'll create an RMA number for you to write on the outside of your box when you ship your unit, which accelerates processing of your RMA. When shipping your package, make certain to follow all of the proper packaging steps, including packing your equipment in at least 3 inches of foam to protect it during shipping.


Most of the time, monitoring issues aren't caused by hardware problems. Once we've figured out the cause of your problem, we'll teach you how to fix it in the future. If you have a phone line connected to your T/Mon, we can dial into it (with your permission), walking you through the steps to resolve your issue. You'll not only be able to see our movements on screen, but we'll also see yours as well. This allows you to solve the problem directly, instead of just watching on-screen. This makes it much easier to get familiar with T/Mon.


We're looking forward to working with you in the year to come. As a reminder, normal DPS tech support will be closed from 12/24/07 through 1/1/08. From all of us here in the Tech Support department, Happy Holidays, and have a safe and Happy New Year!


Best Regards,

Travis Mock


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