E-Support - Triage

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What's new in the latest version of Triage?
Who is Triage targeted at?
Is Triage Y2K - Compliant?
How is Triage different from other support tools such as First Aid, Nuts and Bolts and Norton Utilities?
Which Triage files can I distribute with my application?
Which version of Microsoft Windows does Triage support?
Can I integrate Triage with my application?
How can Triage save me money?

1. What's new in the latest version of Triage?

To learn about what's new in the latest version of Triage, click here.

2. Who is Triage targeted at?

Triage is targeted at organizations who develop or need to support hardware and software applications. These include software vendors (software publishers) as well as help desk outsourcing organizations.

3. Is Triage Y2K - Compliant?

MetaQuest Software Inc. has conducted Y2K tests for

Triage and found that it performs as originally designed.

See our Triage - Y2K - Compliance Statement

4. How is Triage different from other support tools such as First Aid, Nuts and Bolts and Norton Utilities?

These tools are general PC diagnostic and self-help tools. They are targeted at end users and help resolve problems with a number of popular commercial products.

Triage doesn't diagnose general problems that a PC may have. It provides help for a vendor's particular application.

Software vendors cannot rely on these products to provide support for their application. Even if these products support a vendor's application, it is unlikely that this support is complete or can be maintained up to date as new versions of the application are released.

In addition, a customer needs to make an additional purchase to use one of these products in order to help diagnose problems with a vendor's application.

Because Triage does not depend on a knowledge base of known problems, a software vendor can also use Triage during alpha and beta stages when a list of known problems does not yet exist or is incomplete.

5. Which Triage files can I distribute with my application?

You can include Triage Client with your application's diskettes or CD, email it to your customers, or you can make it available from your Web site. You can also modify and distribute the Triage Client help file (TriageClient.htm) and the profile and templates for your application.

If you packaging Triage Client for the Web, you can distribute the CAB or JAR files containing Triage Client, the Triage Client help file, and the profile and templates for your application.

You cannot distribute Triage Wizard (TriageWizard.exe) nor Triage Analyzer (TriageAnalyzer.exe).

6. Which version of Microsoft Windows does Triage support?

Triage supports Microsoft Windows 95, Windows 98, Windows NT 4.0 and Windows 2000.

The same Triage Client executable can be used to support all of these platforms.

7. Can I integrate Triage with my application?

Yes. Triage provides command-line arguments which allow you to call Triage Client directly from your code. The online documentation provides detailed information on command-line arguments.

8. How can Triage save me money?

Every software application, no matter how well tested, will eventually encounter some type of problem related to a PC's configuration. Installation and other configuration related problems are usually quite easy to fix once they are properly diagnosed. Achieving an accurate diagnosis, however, typically takes much longer than finding the solution.

Triage drastically reduces the time-consuming diagnostic process. It circumvents the need to ask your customer a host of tedious questions, with the result that your support staff spends significantly less time on the phone. This drastic reduction in over-the-phone support time translates to a significant amount of support dollars saved... dollars that can be better spent augmenting your proactive support strategy.

There's also an indirect benefit - a satisfied customer!