In this blog series, learn about new features and functionality in Foundation v11.1, including an updated help site with helpful links and articles to enable you to get up and running with version 11.
Many of you have heard of the Heartbleed Bug security vulnerability that affects OpenSSL cryptographic software library. In simple terms, this bug opens a hole in the HTTPS SSL security protocol which allows stealing of information that you thought was protected. The only customer facing Winshuttle system that uses OpenSSL is Zendesk, our Help Center Support Portal. Zendesk has made the required changes to their OpenSSL to patch the security hole. Following this change, Winshuttle IT has requested and changed our SSL Certificate to correct any site specific vulnerabilities. To ensure your valuable information is protected, all Winshuttle Support passwords, both… Read more
Talking about listening is one of those topics that just sounds funny. As ironic or counter intuitive as it might sound, this post is all about listening. So, in a format that does not allow for initial feedback, I need to tell you something. I genuinely want to listen to what you have to say. Winshuttle has always made an effort to listen to our customers. We host the Winshuttle User Group meeting every year and use the time to survey as many customers as possible (Sign up now for the EMEA WUG in Belgium http://bit.ly/1c0U2FG or the North America WUG… Read more
To best support our customers, we’re constantly adding new information to the Winshuttle Support Knowledge Base. Our authors include a wide range of experts, including our support analysts, services consultants, product managers, or documentation writers. This week we are making changes to make it easier and faster for our customers to locate the information they need. First, we updated the look of the Support on our website (Winshuttle.com) to speed up your search process. There are over 1500 articles in the Knowledge Base right now, so sorting through all of them to find what you are looking for does not… Read more
Back when I started technical writing, back when workstations were coal-fired and mean leads wouldn’t buy you a printed dictionary or a new coal scuttle, there was such a thing as WinHelp. It was the alternative to the printed user manual, the static, dog-eared brick that might hold the answer to your problem, if it didn’t first put you into a coma. WinHelp was hardly the first online documentation. That honor goes to UNIX and its man or manual pages, first introduced in the early 1970’s. Apple also produced the highly linked program HyperCard, which was the first widely available… Read more
Customer service represents the image customers have about an organization. We have come to accept poor to non-existent customer service and expect less from phone service, the service we get in stores, etc. It is why many choose to do most of their shopping on-line. Every once in awhile we are impressed by excellent customer service — e.g. we get to the person in the store or on the phone who goes out of their way to solve our issue. It is unfortunate that great service is often the exception instead of the norm. However, I’ve found one company that… Read more
Your BASIS administrators will tell you that your SAP system is idling along with 10% system utilization and plenty of memory and few or no system locks. So why are your users complaining that their batch upload processes are taking so long or that that form is taking too long to respond? The answer isn’t a simple one. There are many factors that influence overall system response time and the length of time it takes to complete a load. Here are a couple of areas that you should consider with respect to your environment and some areas you may want… Read more
Every day, Winshuttle Support handles issues from customers around the world. Here’s an update on what we’ve been up to… September marked the busiest month on record for the support team. We opened 634 cases in September versus 484 in August, and 488 in July. The previous high was 583 which occurred in March 2010. This number makes us wonder what are our customers are asking for help with. Some of the most common topics included installation inquiries and a number of questions around the newest version of Excel. As of the current version 10 release, we do not fully support MS Office 2010. It is on… Read more