Breaking News
Inmagic Technical Support
Last month we introduced to you our new Customer Service Desk and manager Bob Duncan. This month it's time to meet the Inmagic Technical Support team and gain an understanding of how the customer service desk and technical support team work together to support our customers. Two key differences between the customer service desk and technical support team are the audiences they serve and questions answered. The customer service desk is here to serve as an information desk to either point you in the right direction to answer your question or provide you with basic information whether or not you are a maintenance customer. Whereas technical support is strictly for our customers on maintenance to provide support on issues directly related to Inmagic products.
The Inmagic Technical Support team is available specifically for our maintenance customers to help them with technical questions or problems encountered when using their Inmagic products. Typically, it is best to contact technical support when you have a question or there is an issue with how the software works. This can involve configuration, installation, upgrades and general use of the software. Additionally, Technical Support provides assistance in understanding how the products work or how to use them.
Introducing you to the members of Technical Support
Together the Technical Support team – Michael Segur and Michele Murray – bring over 20 years experience providing technical support in the software industry. Michele Murray has 18 years combined technical support and pre-sales support experience in the software industry. In the 6 months that Michele has been here she has proven to be a valuable member of the team. Michael Segur holds an MLS degree in Library Science, and has over 7 years experience in supporting library applications. Mike has been with Inmagic for nearly 2 years, and his philosophy of always helping others where possible has made him a great resource for us. Michael says, "I derive satisfaction from being able to help customers - always striving to be better at it."
At Inmagic, Technical Support falls directly under the supervision of Lourdes Engel, Vice President of Engineering and Technical Support. This allows for communication not only from engineering to technical support with the most up-to-date product information, but also provides our customers with a voice directly to the development team. Michele and Michael serve a valuable role in not only supporting our customers, but also in communicating with development about issues or new feature requests they are hearing from customers.
Contacting Technical Support
If you have a technical question or problem, you may e-mail details to support@inmagic.com (please include the full text of any error messages you receive and what you were doing when the error occurred). Alternatively you can call Technical Support at 1.800.229.8398 (+1 781.938.4444) and Press 3 to speak with a Technical Support representative. Remember, technical support is only for our customers with an up-to-date maintenance contract.
Escalation Process
Should a technichal support question not be resolved to your satisfaction, after talking with Michael or Michele, you may take your question up with Lourdes Engel, Vice President of Engineering and Technical Support, directly. Her e-mail is
.
 Inmagic at SLA
With spring comes the countdown and preparations for this year’s SLA Annual Conference in Toronto, Ontario Canada – June 6-8. As always, we are excited to be part of this important conference and look forward to seeing and talking with many of you at our booth #1637. This year, we are planning an Inmagic Day on Saturday, June 4th that will include morning workshops from our partners and an afternoon Inmagic Users Group followed by a cocktail reception. We are in the process of finalizing the details for the day with more information following later this month on the partner workshops and agenda for the Users Group. In the meantime, send an e-mail to Michelle Montgomery Muth (
) to let her know if you'll be at SLA and if you are interested in attending the Inmagic Day.
For information on the conference check out the SLA conference website.
Product News
Inmagic ODBC Driver for Content Server Now Available
We are pleased to announce the release of the Inmagic® ODBC Driver for Content Server version 1.30, available to our Content Server customers as part of their current maintenance contract. Available for both the desktop and servers, the ODBC Driver for Content Server can be used to develop custom or vertical applications that retrieve and manipulate data from Inmagic® Content Server textbases. Customers can combine data from multiple textbases, combine data from Content Server with data from other databases, or use third-party applications. The ODBC Driver allows customers to create Web-based applications, such as editing database records from a Web browser, or build Web applications using third-party Web development tools.
We recognize that not all our customers use or even need the ODBC Driver for Content Server - that is why we are announcing the release here. Content Server customers, on maintenance, as part of their maintenance contract, may request the ODBC Driver by contacting advantage@inmagic.com. Include your company name and Content Server serial number. Once we receive this information, we will send you an e-mail with the appropriate information for downloading the driver. If you are uncertain whether you need the ODBC Driver, please contact your sales representative or local Inmagic Partner for more information.
Content Server version 1.30 Service Pack 3 Released
Some critical issues have been found when using Content Server version 1.30 - these have been addressed with the release of Service Pack 3 (SP3) for Content Server version 1.30. To read details on the issues addressed and to download the service pack, please go to the Support section of the Inmagic website.
Education:
Friday Training Seminars – Reminder & Schedule
As announced last month, our Web-based training seminars are now held every Friday. Upcoming seminars and dates:
CS/TextWorks Level 1 (DB/TextWorks): May 6
CS/TextWorks Level 2 (DB/TextWorks): May 13
WebPublisher PRO: April 15, May 20
Inmagic Genie (DB/Text for Libraries): April 22, May 27
Without leaving your office, you can benefit from the expertise of our trainer who will cover important concepts and tips to help you get the most out of your Inmagic purchase. We provide you with training materials prior to your scheduled training session. Online seminars are two hours in the morning and two hours in the afternoon, using Microsoft® Live Meeting™ software. Time is left at the end of the day for additional questions. To read more or register for training sessions, visit our Training page on the Web.
Additional customized individual or group on-site product training can be had by special arrangement.
for your special training and consulting needs.
 Inmagic® Genie v1.20
(New and Revised Webinar)
Do you know about the new features and enhancements available in Inmagic Genie v1.20? Attend this complimentary updated Webinar, to see how Inmagic Genie can help solve your information management challenges.
Attend this complimentary updated Webinar, focusing on the new features and enhancements of Inmagic Genie v1.20.
Dates: April 13, 21, 27
MORE INFORMATION/REGISTER NOW!
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