FAQ - GIS Support - Getting Started

Version 8

    As clients and business partners using ArcFM Solution products, you have become familiar with the numerous sources we have provided for obtaining information, documentation, and tools. We are happy to say, all of those resources now exist right here in exchange.

    Where can I find _____?


    Supported Versions, Product Life Cycle, and Maintenance Policy Information

    The documentation that you have grown accustomed to finding on our support site is all available on the GIS Support space in exchange. While you can browse for this content manually by navigating to the Must Read section in the left column, there is a better way. A powerful search engine is working hard behind the scenes in exchange to help you find the information you care about. As you use exchange, it will learn your behaviors and bring important information to you faster. And that search field is available on every page in exchange.


    What about the Support Forums?

    They are right here. But better. You can chose to create a Discussion from the Create menu at the top of any page. Not only can you engage in discussions with Schneider Electric resources, you can network with your peers and colleagues. When you start the discussion, you also get to pick the audience. After-all, it's your community.


    How will I know about Product and Patch Releases?

    You still have ability to receive patch notifications through RSS feed but you can also let the exchange community bring those notices to you in your exchange stream or inbox. For more information, see the Subscribe to Patch Releases section in the right side of the GIS Support space.


    Where do I download the Patch and Product Release Installation Files?

    Current ArcFM Solution clients and business partners can download patch and product release files through the GIS Downloads group. Your organization must be current on maintenance and/or partner fees in order to be allowed access. If you do not have permission to the group you may request access using the "Ask to join this group" button (this button appears when you are logged in and attempt to access the GIS Downloads group page).


    Where is the Resource Center? And the support knowledge base?

    The Resource Center and the support knowledge base are essentially everywhere in exchange. The global search in the upper right corner of every page will search not only the configuration and user guides in the product documentation, the technical support knowledge base, but more importantly, the entire community.


    How do I request a new or replacement license?

    The license request process is in the right hand column of the GIS Support space.


    How do I make sure I know about important changes or updates to my support?

    To make sure you never miss an important update, blog, release, or technical support article, simply follow the GIS Support space in exchange.


    Changing Support Together

    Exchange is changing the way we all interact. This is especially true when it comes to the technical tasks of managing, maintaining, supporting, and using the ArcFM Solution suite of software products.


    Collaboration (through Discussions)

    We acknowledge your desire to collaborate with your peers and colleagues within other utility and telecom organizations. Using exchange Discussions, you will be able to pose questions, offer advice and guidance, share experiences, and network with other organizations including Schneider Electric. Our Technical Support team engineers and analysts will be active contributors to discussions within his/her unique area of expertise in exchange.


    Search the Community

    The Search the Community section of GIS Support is another great way to search all content in exchange. This intelligent search will begin suggesting relevant articles even before you finish typing your query. By default, this search encompasses the entire exchange community but can be narrowed to just our support page with a single click right in the search results. With the power of intelligent search combined with the ever-growing knowledge of an entire professional community, the possibilities are endless.


    Ask Your Peers

    The Ask Your Peers field searches for discussions and questions already asked in the community. If your question has not been asked, you can instantly post it to the community using the Ask It button.