Help : After Sales Assistance

Who should I contact if I experience any problems with the resource?

Please contact the Adam Matthew Digital Administrator with any comments or questions that you have.

Is there any online help or training manual available?

All of our digital resources contain help pages to answer the most frequently asked questions. However, we are able to provide one-to-one training when required using the latest WebEx technology.

Using WebEx, we are able to arrange a convenient time to meet online and share a real-time view of any digital resource using a web browser window. A one-on-one chat over the phone, while viewing the shared browser window therefore enables a convenient and simple approach to training.

Please contact us for further details on using WebEx training.

 

Can WebEx Training be used for larger groups, rather than one-to-one?

WebEx training is available to groups using conference-call facilities (if you have them) and on multiple screens. Alternatively, the system uses a form of instant messenger 'chat' for non-telephone meetings, where attendees may ask questions, request information or ask to be guided towards a particular area of the resource.

The sessions can be recorded (i.e. a record of the 'chat' questions and answers is recorded in a transcript) and these can be sent for your future reference.

Please contact us for further details on using WebEx training.

Will I require new software to take part in a WebEx meeting?

WebEx requires ActiveX technology to be enabled.

Many Windows operating systems will have ActiveX enabled. if Activex is not found, you will be prompted to download or enable before joining a WebEx meeting. Download should take between one and two minutes, depending on your connection speed.

We would like to receive regular user statistics.

1) Adam Matthew Digital (AMDigital) will create a Google Analytics ‘account’ (this service is free of charge) using an email address and password (minimum 8 digits) supplied by you.

2) Google will send an email to the address supplied requesting verification.

3) Google will provide AMDigital with a unique tracking code, which we will associate with each of your purchased resources.

4) 24 hours following verification, you and any faculty/staff associated with your institution will be able to log-in to your statistics via www.google.com/analytics using the designated email address and password.

5) AMDigital will keep a record of the email address/password combination for your future reference.

To discuss Google Analytics user stats further, please contact us.

Are user statistics retrospective?

User statistics start from the initial set-up of the Google Analytics account. We are, unfortunately, unable to provide back-dated statistics.

Is my Urchin account still valid?

We recommend that all our customer switch to the more reliable Google Analytics as Urchin accounts may be giving false statistics.

Can we add the resource to our proxy server?

Purchased resources may be added to your proxy server database settings. Please ensure that your database includes the following addresses:

*.secure.amdigital.co.uk and *.amdigital.co.uk

What happens if your technology is superceded?

If any technological change should cause the Licensor (Adam Matthew Digital) to withdraw the licenced materials during the period guaranteed by the agreement, the Licensor will reimburse the Licensee in an amount that the reimbursement is proportional to the total fees owed by the Licensee under the agreement.