What SPSS Technical Support offers

How can I get technical assistance on the Web?

Installation assistance
Assist in the installation of SPSS products
Resolve any media or environmental problems that prohibit successful installation
Clarify minimum system requirements
Verify the software is operational

For technical assistance on the Web, please visit the SPSS AnswerNet at
www.spss.com/tech/answer/index.cfm. This knowledge base enables you to search
more than 8,300 technical solutions and is accessible 24 hours a day.

Interpret error messages

Explain error messages
Suggest corrective action
Suspected defects
Assess the scope and magnitude of possible defects
Assess whether the defect can be replicated
Report the defect to SPSS product development
Determine a reasonable workaround, if possible
General troubleshooting of printing and local issues
Verify abnormal operation
Suggest problem-solving techniques
Determine workarounds when needed
Abnormal termination
Assess source of abnormal termination
Suggest problem-solving strategies
Suggests ways to avoid problems

How can I reach SPSS Technical Support?

SPSS Technical Support is available via two support lines:
The Basic line (1.312.651.3410) is open from 9:00 a.m. 5:00 p.m., Monday through Friday.
The Priority line is open 8:00 a.m. 5:00 p.m., Monday through Friday. The Priority
line is for site coordinators, technical contacts and customer express customers.
Contact your sales representative for more information.
Send an e-mail to support@spss.com. Please provide product, version and operating
system information, as well as your SPSS Contract ID or serial number, when contacting
us via e-mail.

Product registration card

Fax back 1.800.841.0064

Complete and return by fax to 1.800.841.0064 or by mail.

Date________________

If you are unable to find your answer in SPSS AnswerNet, contact us by e-mail or
phone. Our target response time is one business day. Customers who send e-mail to
support@spss.com receive either a suggested resolution or a notice that the request
was assigned to a specialist.

SPSS account number

E-mail address
(Refer to your packing slip)
Mr./Ms./Dr./Prof.
First name

Please note that we require customers to provide an SPSS Contract ID or serial number
for phone and e-mail support.

Last name

What does/doesnt SPSS Technical Support do?

As a general rule, technical support is defined as helping you make your SPSS software
run as documented. This covers installation, printing and operational problems when
the software does not work as documented.

Position

Department

Organization
SPSS Technical Support provides you with installation, operational and statistical support
for all current SPSS products. The only exceptions to this are student products, such as
the SPSS Student Version and the SPSS Graduate Pack, for which SPSS Technical
Support provides installation assistance only.
Technical Support does not provide installation documentation, encryption codes or
replacement media. You can contact SPSS Customer Service for these items. In the
United States, contact Customer Service at 1.800.521.1337.
Technical Support also does not provide training. This means that, in helping you to
accomplish specific tasks, Technical Support assumes that you have basic familiarity
with the use of computer software and the analytic techniques SPSS products employ.
In addition, Technical Support does not provide consulting. Technical Support does not
include, for example, major data restructuring or getting our products to do something
in a complicated way that another module of a third-party product can do simply. This
also precludes the type of assistance that requires intimate knowledge of your particular
dataset, research goals or non-software-related restrictions.

Over

Check the box that corresponds to the product(s) you are registering.
Please fill in the serial number where indicated. The serial number is
on the CD envelope. If your product is not listed below, it does not require
a serial number.
SPSS Base
(SPSS)
SigmaStat
(YSST)

Amos
SmartScore
(AMOS)
(SMSC)
AnswerTree
SmartViewer
(ANSW)
(SPSV)
AnswerTree Server
SmartViewer Web Server
(ANSS)
(SVWS)
Capri
SPSS Server
(CPRI)
(SSSS)
Clementine
SPSS Data Entry Builder
(CLEM)
(DEBU)
Clementine Server
SPSS Data Entry Station
(CLES)
(DEST)
Clementine Solution Publisher (CLSP)
SPSS Data Entry Server
(DEES)
DecisionTime
SPSS Report Writer
(DTIM)
(KWRC)
Enzyme Kinetics Module
SPSS WebApp
(YSEK)
(WAFW)
Online Training Library
TextSmart
(CG01)
(TXSM)

SamplePower
WhatIf?
(SMPW)
(WHIF)
SigmaPlot
Other ________________________
(YSPL)
SigmaScan Pro
(YSSC)
Serial #__________________________________________________________

Address (line 1)

Address (line 2)

Check the box that best describes your organization.

City

State/Province

ZIP/Postal code

Country
(
)
Phone

(
Fax

If we need to contact you, what method of communication do you prefer?

(select all that apply)
Phone
Fax
E-mail
None
Which operating system do you use?
Windows
Macintosh

Other_______________

Academic
(82)
Association
(86)
Banking/Finance
(60)
Business services
(73)
Consulting services
(87)
Direct marketing
and advertising
(73)
Government
(91)
Healthcare or medical services(80)
Insurance
(63)

Manufacturing
(39)
Market research
(87)
Military
(97)
Pharmaceuticals
(28)
Retail, wholesale or consumer
packaged goods
(53)
Telecommunications
(48)
Transportation
(47)
Utilities
(49)
Other___________________________

Check the box(es) that best describe(s) the kind of work you plan to do
with the software licensed from SPSS Inc. (check all that apply).
Government
Government program evaluation . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Homeland security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
Crime analysis/criminal justice research . . . . . . . . . . . . . . . . . . . . . . .6
Lottery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32
Fraud detection and prevention/non-compliance/waste/abuse . . . . . . . .15
Survey research . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Medical/scientific research . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
General Business
Survey research/market research . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Database analysis/direct marketing . . . . . . . . . . . . . . . . . . . . . . . . . .9
Marketing and sales analysis/forecasting . . . . . . . . . . . . . . . . . . . . . .10
Segmentation management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
Analytical customer relationship management (CRM) . . . . . . . . . . . . .34
Reporting/monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
Web analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Project management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
Financial analysis/budgeting/forecasting/profitability analysis . . . . . . . .14
Fraud detection and prevention/non-compliance/waste/abuse . . . . . . . .15
Risk management/credit management . . . . . . . . . . . . . . . . . . . . . . . .16
Claims prediction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Credit scoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38
Medical/scientific research . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Drug development/drug discovery . . . . . . . . . . . . . . . . . . . . . . . . . .36
Healthcare outcome management . . . . . . . . . . . . . . . . . . . . . . . . . .17
Logistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39
Supply chain analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40
Demand planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41
Value chain analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
Resource planning/human resources analysis . . . . . . . . . . . . . . . . . . .19
Performance management/process improvement/program evaluation . . .35
Quality improvement management . . . . . . . . . . . . . . . . . . . . . . . . . .20
Academic
Academic administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
Academic research/testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
Academic teaching/student . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

Please note that, at SPSS Statistical Support, we can help:

Confirm whether our software can do the type of analysis you want to do
Clarify how we do the analyses we do perform
Verify the accuracy of our computations
Your question may be referred to SPSS Consulting if you need:
A recommendation as to what kind of analysis you should perform
An explanation of general statistical concepts, or
An interpretation of output based on results specific to your data

How to contact SPSS Inc.

You can contact SPSS Inc. in several ways. Use our Web site (www.spss.com) for
one-stop shopping and to contact virtually every department, from technical
support to customer service to sales, by choosing the About Us menu bar tab
on the home page. To contact SPSS Inc. by telephone, simply call 1.800.543.2185
or fax 1.800.841.0064, Monday through Friday, 9:00 a.m. to 5:00 p.m.
For more information on contacting technical support, see the section below entitled
SPSS Technical Support.

Newsgroups
For more information, see www.spss.com/tech/limitations.

After the grace period, customers with the next-to-most recent release will receive
operational assistance only. Operational assistance includes usage questions, and
excludes installation or operating environment-related assistance. For additional details,
please visit www.spss.com/tech/limitations/policy.htm.

Newsgroups and list serves provide a forum for users of SPSS Inc. software to communicate,
share insights and learn from the experiences of their colleagues around the world.
Please note that these are user forums, not official support channels.
SPSSX-L The general SPSS newsgroup discusses computer, statistical and many
other issues related to the successful use of SPSS Inc. software products. SPSS Inc.
does not sponsor this newsgroup, but does participate. To subscribe, please send an
e-mail to listserv@uga.edu. E-mail text should be: subscribe spssx-L firstname lastname.
gov@spss.com The SPSS Inc.-sponsored government newsgroup is specifically
for SPSS users who work in the United States local, state or federal government.
To subscribe, please send an e-mail to listproc@spss.com. E-mail text should be:
subscribe gov firstname lastname.
Sigmaplot-L@spss.com The SPSS Inc.-sponsored SigmaPlot newsgroup is open
to anyone interested in discussions regarding SigmaPlot. To subscribe, please send an
e-mail to listproc@spss.com. E-mail text should be: SigmaPlot-L firstname lastname.

Manuals

SPSS Customer Service

Where to purchase manuals

Printed users manuals are available for many of our products. To order product manuals
in the U.S., go to: www.spss.com/estore/softwaremenu/book.cfm.

Customers who need non-technical service, including assistance regarding encryption

code issues, should contact SPSS Customer Service at 1.800.521.1337 or at
service@spss.com.

For orders from all other countries, go to: www.spss.com/estore/softwaremenu. From

there, select your country and find the current list of manuals and ordering information.

SPSS Technical Support

For what length of time is my software supported?

Technical support will be provided for software that is the most current release on its
particular platform. Customers using software currently under development will be provided
technical support only for the most current release and next-to-last release of the
product. There will be a 60-day grace period for the next-to-current release when a
new one is shipped. Full technical support will be provided to customers with the
most current release until the next release is shipped, plus the 60-day grace period.

Try before you buy. Please visit www.spss.com to download trial

versions of our most popular software.

Technical Support provides post-sales technical assistance to all current customers of

SPSS. The level and type of support may vary by type of software license.
Stay up to date with the latest news from SPSS Inc. Subscribe now to
receive SPSS Direct, a free, monthly e-mail newsletter that delivers valuable
information to anyone who uses or is interested in SPSS products and
services. Subscribe to SPSS Direct at: www.spss.com/corpinfo/newsletters.htm