RSS Feed
News
Mar
3
New Soil Instruments Software Repository
Posted by Matt O'Riley on 03 March 2015 04:18 PM

Dear support site user,

 

We have now introduced the Software Repository article in the Knowledgebase. This article lists all currently available Soil Instruments software arranged by product, with download links for easy acquisition.

 

Please note that all Knowledgebase articles previously written for software download links will no longer be available.

 

If you have any ideas or comments on this repository, please don't hesitate to leave a comment at the bottom of the article or contact us directly. We look forward to hearing from you.

 

Please find the article here: http://www.itmsoilsupport.com/index.php?/default_import/Knowledgebase/Article/View/220/0/soil-instruments-software-repository


Read more »



Aug
20
Introducing the Soil Instruments Unit Identification Index
Posted by Matt O'Riley on 20 August 2014 09:24 AM

Dear support site user,

 

You can now find pictures, manuals, datasheets, catalogue codes and more in our new Unit Identification Index. Located in the knowledgebase, this index allows you to easily access information and literature for each unit all in one location, with pictures and a short description to help identify our products.

 

The Unit Identification Index can be found at: http://www.itmsoilsupport.com/index.php?/default_import/Knowledgebase/Article/View/208/0/itmsoil-unit-identification-index


Read more »



Jul
15
New Manual and Datasheet Repositories
Posted by Matt O'Riley on 15 July 2014 11:52 AM

Dear support site user,

 

We have now introduced the manual and datasheet repository articles in the Knowledgebase. These articles include all currently available manuals and datasheets arranged by product type. Please note that the manuals will no longer be able to be found in the Knowledgebase except for the repository article.

 

If you have any ideas or comments please don't hesitate to leave a comment at the bottom of the repository article or contact us directly. We look forward to hearing from you.

 

Manuals: http://www.itmsoilsupport.com/index.php?/default_import/Knowledgebase/Article/View/205/0/itmsoil-manuals-repository

Datasheets: http://www.itmsoilsupport.com/index.php?/default_import/Knowledgebase/Article/View/206/0/itmsoil-datasheets-repository


Read more »



Mar
12
Did you know!
Posted by Stuart Burgess on 12 March 2013 10:51 AM

Dear itmsoil customer,

 


Are you aware that you can register your request for servicing your instruments through the itmsoil support site? This is a simple and easy process that allows you to register your instrument and also track its status throughout the servicing process.

To achieve this all you are required to do is either login or register on the support site. If you are not currently registered on the support site please see the link below which walks you through the registration process.

http://www.itmsoilsupport.com/index.php?/Knowledgebase/Article/View/176/5/how-to-register-on-the-support-site

Once registered you will need to submit a ticket requesting a new service for your instrument, please provide details such as the serial number and what you require from the service (a link below has been provided detailing how to submit a support ticket). For example, you may simply require an annual recalibration of your instrument, or a fault may have developed that requires specific attention. Dependent on the fault it may be the case that a support engineer responds with a possible solution to the issue that may mean the instrument will no longer require returning for a service.

http://www.itmsoilsupport.com/index.php?/Knowledgebase/Article/View/12/5/how-to-submit-a-support-ticket-on-the-support-centre

Once a request has been submitted you will be contacted by a member of the servicing department who will provide a service case number along with a shipping label. From this point on you will be able to track where your instrument is within the service system until it is despatched to you. 

To track your instrument all you will need to do is login to the support centre, and select view tickets.  You will then be presented with all your current tickets to which you can see their status. With service cases you would expect to see them progress from ‘Awaiting Instrument’, to ‘Performing Inspection’, ‘Awaiting Customer Go-Ahead’, ‘Performing Repair’ and ‘Packing and Despatching’.  

We look forward to receiving your servicing requests in the future.


Read more »



Jan
22
Have you noticed!
Posted by Stuart Burgess on 22 January 2013 03:05 PM

Dear itmsoil support site user,


Have you noticed our handy Knowledgebase suggestions tool? When submitting a support issue, the support centre will search all published knowledgebase articles and display the most relevant articles just below the description box!

Figure 1. Example knowledgebase suggestions

 

The suggested knowledgebase articles are based on both the subject header of your ticket and the first few characters of the description box.
For example, in figure 1 above, simply typing the word “Archer” will raise 10 different knowledgebase articles.

These knowledgebase articles vary from problems previously experienced by customers (that have been resolved by the support team and documented) to manuals and quick guides talking you through setups of PDAs and other instrumentation. You will also find the latest software for our products and many fault finding tips for our instruments.

The aim of the knowledgebase articles and the suggestion tool is to give customers access to information that can resolve their query immediately, without the need for them to have to contact our dedicated support team, reducing the time in which they query is answered. At itmsoil we are always striving to resolve customer issues as quickly as possible.  

 

Figure 2. The full list of articles that appear when typing "Archer" into the title of your ticket


Read more »



Oct
19
Update to Support Site URL
Posted by Ben Scott on 19 October 2012 01:52 PM

We are pleased to announce the switch of our support site web address. This has changed from www.soilsupport.co.uk to www.itmsoilsupport.com.


 

Please do not worry. Accessing the old URL will redirect you to the new site which has all the same great features including Knowledgebase's, support tickets submission and much more!

 

This change has been introduced to bring the support site into alignment with our company's corporate identity and to associate with our main website www.itmsoil.com.

 

Please note: Older links, from previous tickets and emails, containing "soilsupport.co.uk" in the URL, will redirect to our main page www.itmsoilsupport.com. This can be corrected either by logging into the support centre and navigating to the ticket or knowledgebase manually. Alternatively replacing the "soilsupport.co.uk" part of the URL with "itmsoilsupport.com" will achieve the desired result.

 

For example:

http://www.soilsupport.co.uk/index.php?/Knowledgebase/Article/View/148/14/sweep-ranges-for-various-loggers-and-readouts

 

Would now require to be changed to:

http://www.itmsoilsupport.com/index.php?/Knowledgebase/Article/View/148/14/sweep-ranges-for-various-loggers-and-readouts

 

On behalf of all the Technical Support team we thank you for continuing to use our support centre and look forward to supporting you in the future. 


Read more »




Help Desk Software by Kayako Resolve