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S.O.S. Someone Help! An Overview of Golden Software's Support Resources

We've all been there. You have a project due and know exactly what you need to do to complete it. However, you're not sure just how to do it. You need some help, but it's after-hours for customer support. You're on on your own. What do you do?

If you're using Surfer or another Golden Software product, you have hope. Our knowledgeable support team is happy to help and answer questions while we're around, but occasionally, you may need help after hours, on a holiday, or on a weekend. Or, perhaps, you live in a time zone that doesn't quite match up with us here in the U.S. Maybe you just prefer to work on your own. No matter the reason, you can still find help 24 hours a day, 7 days a week. Golden Software has many resources for you to use to help yourself. 

Let's take a look at some of these resources and where to access them. We'll go over the following resources:

  • Program help file
    • In-program
    • Online
  • Support portal, including
    • Knowledge base
    • Training videos and webinar recordings
    • Community forum
    • User account

 

Program help file

Each program comes with a built-in help file to assist you. The help contains a tutorial and information about each object, command, and property. There are several ways to access the help in each program, some of which are unique to the program.

 

 

 

You may access the help in the program by:

  • Clicking Tutorials in the Welcome dialog
  • Click the  icon in the upper right corner of the application window
  • Clicking the (Home | ) Help | Contents command
  • Pressing the F1 key on your keyboard
  • Click the   button in dialogs
  • Typing in Surfer v14's search bar and clicking Search help file at the bottom of the list of suggested commands

Additionally, the help is available online. Open your favorite web browser, and navigate to help.goldensoftware.com, for example, surferhelp.goldensoftware.com

 

 

Support portal

 

Many support resources are available from our support portal at https://support.goldensoftware.com. If you're browsing our main website at goldensoftware.com, click the Support link to head over to the support portal. The support portal is comprised mostly of our knowledge base, which contains articles with helpful tips and tricks for using our software or placing orders, as well as training videos and webinar recordings demonstrating certain workflows. When you go to support.goldensoftware.com, you can click one of the large grey buttons to access information for a particular product or topic. You can also go directly to our training videos and webinar recordings. If you prefer searching, you can type your question or keywords into the search bar at the top to search the entire support portal.

Pro tip: Click the product or topic you are interested in before searching. This will allow you to narrow the search to just the product or topic you want.

 

The Community user forum is also accessible from the support portal. Click the Community button from support.goldensoftware.com to access the forums. This is a place to add new feature requests or ask questions of other users. If another user doesn't answer the question for you within a day or so, we'll jump in and provide some assistance.

We love hearing from our users. If the software doesn’t have a feature you want, post in the New Feature Requests (All Products) forum to let us know. We’ll make sure the feature request is logged in our suggestion file. Additionally, we’ll provide a workaround to get the result you want, if we know of one.

 

Another handy feature of the support portal is your user account. If you've contacted our support team within the last 9 months, you likely have an account already. The account is great for monitoring any support requests you've submitted and for revisiting previous tickets to retrieve information you need again. Click Sign in to get started!

 

With the program help and our support portal, you have access to support 24/7/365! We are adding new information and improving what is available from support.goldensoftware.com every day. If you are unable to find the information you need, or if an article needs clarification, please let us know!

 

 

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Tuesday, 26 September 2017

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