Overview
An Innovative Approach for Automated Technical Support
Triage is a Diagnostic Software Toolset that provides automated technical support tailored for individual software applications. Triage collects ALL the software and hardware configuration information needed to correctly diagnose technical support problems, including software installation and configuration problems. Designed specifically for software vendors, the customizable Triage toolset enables vendors to bundle an application-specific diagnostic tool with their software products.
Market Snapshot
Collecting information represents a significant part of the technical support process. Accurate diagnostic tools therefore play an important role in problem management, and in keeping technical support costs down. By automating the process of gathering diagnostic information, diagnostic tools circumvent the need to spend hours on the phone to accurately identify problems, and therefore cut support costs dramatically.
Many software vendors, however, rely on inhouse tools to help control the problem management process. Unfortunately, the time spent developing and maintaining these custom tools defeats the purpose for which they are created - namely, saving time and money on the technical support front.
Triage provides a unique solution to this problem. It offers software vendors the ability to buy a powerful diagnostic software toolset that is easily customized for all their product lines, rather than build one that is tied to a single application. In this way, Triage saves software vendors valuable time and money.
Software Vendors - Consider These Support Scenarios
You've just released the latest version of your software application. You did everything right, you tested the setup program on all the configurations that you support. You even had a beta program and actively solicited feedback from valued customers. All indications were that your product installed and ran smoothly in all the environments for which it was intended.
The phone rings as it does every day at Help Desks the world over. It's a customer who’s anxious to use your product, but is encountering problems. Setup successfully installed your application -- or at least it reported successful completion. Your product, however, will not run. After it is launched, it quietly exits. Your Help Desk technician spends hours on the phone with the customer to verify system and application files, registry entries, file sizes, dates and versions, only to determine that a system file setting was not created because the file was read-only
Your customer has been using your product successfully for months... then suddenly, application execution on the same system inexplicably fails. You spend hours, even days, and a small fortune in phone calls only to discover that a DLL needed by your product has been replaced by the installation of another application...
It's too bad, because Triage by MetaQuest would have discovered these discrepancies in seconds, produced a report and emailed you the results all before your customers had the time to become frustrated, annoyed, and possibly cancel your business.
The Triage Advantage in Problem Diagnosis
Triage provides a complete set of tools to automate the information gathering task and identify problems. But what sort of information does Triage look for? Installation and configuration problems stem from a complex variety of variables. Every application installs a different set of files, uses different environment variables, and adds its own registry entries. A problem with any one of these, or a myriad of other specifications, can cause an application install or execution to fail.
Triage can quickly identify common Microsoft Windows installation and configuration problems including:
Missing or incorrect versions of a DLL
Multiple versions of a DLL
Failure to register an OCX
Disconnected shortcuts
Invalid or missing registry keys
Missing or invalid entries in system files (Autoexec.bat, Config.sys, .INI files)
Missing application files
Missing fonts
Incorrect operating system settings
Incorrect or incomplete environment variable settings
and much more ...
Triage can diagnose all of the above problems as they pertain to your particular application, because you – using the Triage Diagnostic Software Toolset – predetermine what your application needs to know to install and run smoothly.
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