Technical Support
12
Before You Contact MTS
MTS can help you more efficiently if you have the following
information available when you contact us for support.
Know your site
number and system
number
The site number contains your company number and identifies your
equipment type (material testing, simulation, and so forth). The
number is usually written on a label on your MTS equipment before
the system leaves MTS. If you do not have or do not know your MTS
site number, contact your MTS sales engineer.
Example site number: 571167
When you have more than one MTS system, the system job number
identifies which system you are calling about. You can find your job
number in the papers sent to you when you ordered your system.
Example system number: US1.42460
Know information
from prior technical
assistance
If you have contacted MTS about this problem before, we can recall
your file. You will need to tell us the:
• MTS notification number
• Name of the person who helped you
Identify the problem Describe the problem you are experiencing and know the answers to
the following questions:
• How long and how often has the problem been occurring?
• Can you reproduce the problem?
• Were any hardware or software changes made to the system
before the problem started?
• What are the model numbers of the suspect equipment?
• What model controller are you using (if applicable)?
• What test configuration are you using?
Know relevant
computer information
If you are experiencing a computer problem, have the following
information available:
• Manufacturer’s name and model number
• Operating software type and service patch information
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