Before contacting Electra, you should see topics and questions we have covered in our FAQ Section. You'll find helpful answers that may save you time.

In order to understand and resolve your support requests quickly and accurately it is important that you take the following steps before you submit your request to the support center.

Prior to submitting your support ticket, you will need to gather information about your support problem and have it on hand when submitting your request. The following steps are an example of what is required.

1. Determine the version of Electra are you using. To do this go to Help>About Electra and you will see the version you are running.

2. Define and clearly articulate the problem. This will expedite the problem solving process. It is important that you be as specific as possible in explaining a problem or question to our support staff. It is also beneficial to explain the steps you used to reproduce the problem. ELECTRA staff want to be sure that they provide you with exactly the right solution. The better they understand your specific problem scenario, the better they are able to resolve it.

3. Gather Background Information: To efficiently solve a problem, tour staff needs to have all the relevant information about the problem. Being able to answer the following questions will help us in our efforts in resolving your issue:

• What version of ELECTRA are you running?
• What steps led to the problem?
• Can the problem be recreated? If so, what steps are required?
• Have any changes been made to the system that might have triggered the issue?
• Were any messages or other diagnostic information produced? If yes, what were they?
• Were there any error number(s) or any messages received during the time of issue?

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