User's Manual

Page 69
12-10
Installation & Operation Manual
Exit
To end the software session, click Exit.
What If Things Go Wrong
During the normal course of operations, ORS may run into problems. These problems can occur in a number of dierent
areas:
• When ORS finds information in the data base that it was not expecting,
• When ORS does not find the expected information.
• When the data base inside ORS reports a problem
• When the operating system on the laptop reports a problem.
While errors do not occur normally, errors can occur in any software product. This section gives you guidelines on how to
respond to the times when ORS reports a problem.
Using Technical Support
When you call 1-800-456-5023, a Support Specialist will answer. Describe the issues that you are experiencing in the ORS
including the information you recorded.
Note: Use information from the recorded text and notes created in the trouble section of the software. Provide the following
information to the Support Specialist:
• The steps being performed on the screen
• Any entries that were made to the screen
• The message in the error window, including any error code and explanation that is shown
• The current state of the laptop
Your Support Specialist may ask you to fax notes or other information to Badger Meter to assist in the investigation.
What To Report To Customer Support
It is important that you report all occurrences of error windows to the Customer Support Hotline. It allows Badger Meter to
improve its products and improve your system at the same time. In some cases, the error may have already been resolved,
and the Support Specialist can send you a software upgrade to correct the problem. In other cases, the Support Specialist can
direct you to perform a function in a certain way so that the error does not occur.
In certain cases, the Support Specialist will direct you to perform some additional steps, if the problem recurs These are
valuable instructions that will speed up the investigation and restore your system to normalcy. If the problem does recur,
follow those steps and call the Hotline. The Support Specialist will gather the information for that particular problem, and
direct you accordingly, if further action is required.
Faxing the Customer Support Group
The Badger Meter Technical Support Group can also be reached by fax at 1-888-371-5982. This may be a convenient way to
follow up with your support specialist on particular steps. This number is in service 24 hours per day, 7 days per week.
E-Mailing the Customer Support Group
The Badger Meter Customer Support Group is also available via electronic mail through the Internet. To send questions or
comments to the Customer Support group, address your e-mail to [e-mail]. The Customer
Support Group can respond to your comments or questions via phone, fax, or e-mail. Just let us know in your message the
type of response you would prefer.