Customer Support Resources

FSC Customer Service

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FSC is committed to providing World Class customer service to each and every client. In order to do so, we maintain a focused approach to technical issues.

1.       Customer Service provides support services to customers with an active account status at the registered location.

2.       Customer Service will only provide assistance with supported functions on supported technology platforms. It is the customer’s responsibility to maintain their computer hardware, operating system and software in good working order.

3.       Customer Service is responsible to assist the customer with the installation and configuration of FSC software on the customer’s network. However, it is the customer’s responsibility to maintain their network, network equipment and Internet connection in good working order.

4.       FSC software may require supporting software and functions from other software manufacturers for certain functionality. Customer Service can only provide limited assistance with software from those vendors and will make reasonable efforts to resolve issues related to those software packages.

5.       FSC software is capable of importing from and exporting to other third-party software.  In certain cases, FSC will need to work with the creator of third-party software to resolve integration issues. The customer is responsible for maintaining support services with any third party software.

6.       If more than one Customer Service Representative determines that a customer issue is not related to FSC software, Customer Service will escalate the call appropriately to determine whether any further action can be taken on that particular issue.

7.       FSC Customer Service staff provide support in a personal, calm and professional manner. We expect our customers to do the same. Customers who use abusive language and/or profanity will lose Customer Service privileges.

8.       FSC does not provide on-site support services. We urge customers seeking on-site services to reference the Computer Consulting category on our agency resource directory, www.fscmarketlink.com.

 

Supported Functions

  • FSC Software Installation

  • FSC Software Usage

  • FSC Software Configuration

  • FSC Software Diagnosis

Unsupported Functions

  • Third-party software support

  • Operating system maintenance (such as cleaning hard drives, defragmentation, Windows installer, etc.)

  • Removal of viruses or spyware

  • Hardware Installation, Configuration, Usage, Troubleshooting

  • Network Installation, Configuration, Usage, Troubleshooting (including mapping drives) 

Supported Technology 

  • Operating systems certified by FSC that meet the published minimum system requirements

Unsupported Technology

  • Terminal Services1

  • Citrix server1

  • Beta operating systems

  • Operating systems which have not been certified by FSC

1Support is provided on a best effort basis. System design and implementation of these systems is significantly more complex and outside of the typical support scope. Not all applications run on these systems.

Customer Minimum System Requirements2
(Updated 6/1/2008)

  • 2GHz processor

  • 1GB of system memory; 2GB+ for Microsoft Vista, Windows 7 or server operating systems

  • At least 1GB of available hard drive space for local install and quote storage

  • Internet connection3

  • Microsoft .Net framework 1.1

  • Internet Explorer 7 or higher

  • 800 x 600 screen resolution (SVGA) or higher

2Minimum System Requirements are regularly updated
3The use of a business-class Internet connection is strongly recommended.

Workstation Certified Operating Systems          

Windows 2000 Service Pack 4 (support ends 7/13/2010)

Windows XP Service Pack 2 or higher (support ends 4/8/2014)

Windows Vista Business Service Pack 1 or higher (support ends 4/11/2017)

Windows Vista Home Service Pack 1 or higher (support ends 4/11/2012)

Server Certified Operating Systems

Windows Server 2000 Service Pack 4 (support ends 7/13/2010)               

Windows Server 2003 Service Pack 2 (support ends 7/14/2015)               

Windows Server 2008 (support ends 7/10/2018)

 



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