The support consultant needs basic information to start troubleshooting a software problem. When contacting Platinum China Support for assistance, be prepared to offer the following information, and any additional information that would help to quickly identify the problem:

1. Identify your Company, name and contact details.

2. Identify the Platinum Module and Version. For example: Accounts Payable, version 3.1.

3. Identify the platform running the system software. For example: Windows NT, Sybase Server 4.9.2, System 10.

4. If an error message was encountered, note the exact error message(s).

5. Identify the environment as test or production (live).

6. If the problem is data related and the tables are impacted, verify the source of the data. For example: Has the data been imported?

7. Record all the steps that were performed when the error or problem was encountered. This information is entered in the Scopus system and is used to reproduce and resolve the error or problem. It is important to provide step-by-step detail information.