diff --git a/docs/support.html b/docs/support.html new file mode 100644 index 0000000000000000000000000000000000000000..3056de2993513db45a88ff81abb49bdd4aabbcfe --- /dev/null +++ b/docs/support.html @@ -0,0 +1,216 @@ +<html> + +<head> +<meta http-equiv="Content-Language" content="en-us"> +<meta name="GENERATOR" content="Microsoft FrontPage 5.0"> +<meta name="ProgId" content="FrontPage.Editor.Document"> +<meta http-equiv="Content-Type" content="text/html; charset=windows-1252"> +<title>Synchronet Support</title> +</head> + +<body> +<font face="Arial", "Helvetica"> +<h1 align="center">Synchronet Technical Support</h1> +<h3>Support is on a Voluntary Basis</h3> +<blockquote> +<p>Just as Synchronet is developed by volunteers, it is supported by volunteers.</p> +<p>No one is obligated to help anyone else with Synchronet. However, Synchronet +sysops, users, and (especially) developers, are usually interested (and often feel +compelled) in helping +other sysops, users, and developers understand and overcome technical issues, of all kinds, related to +Synchronet. These <i>"support-givers"</i> are strictly volunteers, spontaneously giving of their +free time, to help others enjoy Synchronet as much as possible.</p> +<p>The primary Synchronet <i>support-giver </i>is also the primary developer and +author of this document, <a href="http://synchro.net/author.html">Rob Swindell</a> +(AKA <i>digital man</i>). Generally speaking, the information provided by me can +be trusted to be the most accurate and researched. I do my best to provide +complete and accurate answers to questions, and no one is more intimate with the +inner-workings of Synchronet than I. However, I discourage direct e-mail support +as we want others to be able to learn from the questions and experiences of +others, as well as give an opportunity for other Synchronet <i>support-givers</i> +to field questions as much as possible.</p> +</blockquote> +<h3>Where to Find Support</h3> +<ol> + <li><b>Documentation (RTFM)</b><br> + If you already have Synchronet +installed, then read the files or perform a text search in the Synchronet <tt> + <a href="ftp://ftp.synchro.net/docs">docs</a></tt> directory.<br> + <br> + If you + haven't already, read the <a href="http://synchro.net/docs/sysop.html">HTML + Sysop Documentation</a>. It is somewhat out-dated at this time (updated as of + v3.00c-Win32), but still + contains most of the relevant information needed to configure and run a + Synchronet v3 BBS. <br> + <br> + Read the <a href="http://synchro.net/answers.html">answers</a> to frequently + asked questions (FAQs).<br> + <br> + Many Synchronet documents were written by different people at different + times during the 10-year history of Synchronet and are of a different style + and quality.<br> + <br> + If you have trouble understanding a portion of a document, try reading the + rest of the document to put it in context, or re-read the portion out-loud to + yourself, a friend, or family member (which forces you to slow down your + reading, hopefully).<br> + </li> + <li><b>Discussion Groups<br> + </b>There are a number of Synchronet-related discussion groups that are very + active and you can anticipate a response quickly.<br> + They include:<br> + <br><ul><tt> + <li><a href="news:alt.bbs.synchronet">USENET</a> alt.bbs.synchronet<li><a href="ftp://ftp.synchro.net/docs/dove-net.txt">DOVE-Net</a> Synchronet Discussion, Synchronet Sysops, and Synchronet Programming<br> + <li><a href="http://www.fidonet.org/">FidoNet</a> SYNCHRONET, SYNC_SYSOPS, and SYNC_PROGRAMMING<br> + <li><a href="http://groups.yahoo.com/group/synchronet/">Yahoo! + Group</a> Synchronet BBS Discussion Group</tt></ul><br> + Before posting a message on one of these discussion groups, it is expected + that you will first search through the previously posted messages for messages + related to the issue you have questions about. Your question may have already + been answered recently. Several times even.<br> + <br> + If you post a message, it is expected that you will read any replies to your + message and post a reply with answers to any follow-up questions from <i> + support-givers</i> or the results of any suggested actions by <i> + support-givers</i>. More details about the recommended content of your message + will follow later in this document.<br> + <br> + You can access the main Synchronet support discussion groups, that are gated + between DOVE-Net, USENET, and FidoNet, on <i>Vertrauen</i> via + <a href="news://vert.synchro.net/">NNTP</a>, + <a href="telnet://vert.synchro.net">Telnet</a>, or + <a href="gopher://vert.synchro.net">Gopher</a>. You will need to create and + login with a valid user account (e.g. not Guest/Anonymous) in order to post + messages.<br> + </li> + <li><b>Real-time Chat/Instant Messaging<br> + </b>The best place to find instant answers to questions is in the <tt>#bbs</tt> or <tt>#synchronet</tt> + channels on the BBSnet IRC server: <tt>irc.thebbs.org:6667</tt> or the new + Synchronet IRC network at <tt>irc.synchro.net:6667</tt>.<br> + <br> + Synchronet Inter-BBS Instant Messaging technology is in its infancy at this + time and requires direct real-time one-on-one communication between you and a + <i>support-giver </i>of your choosing using a fairly cumbersome user + interface. It's best to not using Synchronet's IM technology for technical + support at this time. Synchronet <i>support-givers</i> are generally + not reachable using other Instant Message technologies.<br> + <br> + Unfortunately, there is no permanent record of the support given in IRC or + Instant Messaging, so there is little chance of anyone else benefiting from + the support given there. Also, you have to consider yourself lucky to find a + knowledgeable <i>support-giver</i> available for chat at the exact time you + need help. For these reasons, it is preferred that you use a discussion group + for support questions.</li> +</ol> + +<h3>How to Ask Questions</h3> +<ol> + <li><b>Be polite.</b><br> + Remember, we're just volunteers, so be nice. Don't be demanding, rude, + hostile, or + inconsiderate.<br> + This isn't to say we require excessive use of "please and thank you", just + don't abuse us.<br> + </li> + <li><b>Use proper spelling and grammar.<br> + </b>I (and most, if not all, Synchronet <i>support-givers</i>) speak English + and unfortunately, only English. If you do not have command of the English + language, please do your best to learn from previous questions/answers from + others before posting a message that will likely be difficult for <i> + support-givers</i> to + comprehend.<br> + <br> + Many people don't find it necessary to type messages in complete sentences or use + proper punctuation, but that can make it difficult for a reader to understand + exactly what you're asking. If getting a complete and accurate answer is + important to you, don't be lazy when typing your question. Example: Questions + should end in a question-mark (?).<br> + </li> + <li><b>Don't be emotional.<br> + </b>There is no point to starting off a question by explaining how frustrated + or pissed-off you are, or explaining how helpless you feel. The issue is (or + had better be) a technical one, not an emotional one, so it's best to just + leave emotions out of it completely.<br> + If you feel the necessity to express emotion, use common emoticons. :-)<br> + </li> + <li><b>Be patient.<br> + </b>Remember that this is a hobby for us too and we may not read or reply to + messages right away, for a variety of reasons. There is no point expressing + how "urgent", "critical", or "important" your question or problem is; we + reply to all messages when we read them and have an answer or follow-up + question of relevance. Sometimes networked discussion groups do not work 100% + correctly, a message is dropped or held in a queue for an excessive period of + time. If you do not get a reply to your message within 5-7 days, post the same + message again, perhaps adding a comment explaining that you have not seen a + reply. If you don't get a reply within 5-7 days after that, try posting the + same message in a different Synchronet-related discussion group. You will get + an answer.<br> + </li> + <li><b>Give complete, detailed information.<br> + </b>If you're getting an error message of any kind, post the exact, + complete error message from a screen capture, or copy/paste from a log + file (e.g. <tt>data/error.log</tt>). Don't forget to edit-out any passwords or + other sensitive information from logs or screen captures.<br> + <br> + Include the frequency of the problem (e.g. only once, every time, + intermittently).<br> + <br> + The exact steps required to reproduce a problem can be extremely helpful in + finding the root cause/solution to a problem.<br> + <br> + Specify what version and revision of Synchronet you're running (e.g. + "v3.10L-win32"). It is often helpful to know what operating system version + and/or distribution you're using (e.g. "Windows XP Pro" or "RedHat Linux 9"). + <br> + <br> + Details about your computer (brand, model, CPU type, speed, hard disk or RAM + size) are rarely useful in determining the cause of any Synchronet-related + problem. These details are best left out unless specifically asked for by a <i> + support-giver</i>.<br> + <br> + The more complete the information you provide in your initial question, the + more likely you are to get a complete and accurate answer to your question + without requiring follow-up question/answers.<br> + </li> + <li><b>Stay on-topic.<br> + </b>Try to keep your questions to one issue per message thread/topic/subject. This makes it easier + to follow-up on later and keep the thread focused on solving one particular + issue. <br> + <br> + Post any follow-up messages by replying to your original message or a + reply from a <i>support-giver</i> (i.e. do not start a new topic for a + follow-up message). Do not change the message subject when replying to a + support message.<br> + <br> + Please do not mix "suggestions" with "support questions", if you can help it.<br> + </li> + <li><b>Answer any follow-up questions asked of you.<br> + </b>This may be the most important suggestion I can make. When a <i> + support-giver</i> replies to your message with one or more questions, <b> + answer</b> <b>each</b> and <b>every</b> question <b>completely</b>. Nothing + frustrates me more than trying to help someone that has no problem asking + questions but will not answer any questions asked of them.<br> + <br> + Quote the pertinent parts of previous messages when replying. (i.e. when + posting an answer to a question, be sure to quote the original question as + well).<br> + </li> + <li><b>Share the final results for others to learn from.<br> + </b>When you've taken any recommend actions, don't forget to post a follow-up + message with the results of those actions.<br> + If you see someone else asking the same question later, don't hesitate to + become a <i>support-giver</i> yourself and tell them of any solutions or + results you've encountered yourself.</li> +</ol> + +<h3>Examples of Bad Support Questions</h3> +<p>"hey man my bbs took a crap again."</p> + +<p align="right"><font face="Arial" size="1" , "Helvetica">Copyright � 2003 Rob +Swindell <br> + $Id$</font></p> + +</body> + +</html> \ No newline at end of file