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Welcome to SupportLink
 Welcome to the inaugural issue of SupportLink. This newsletter is dedicated to those who use and support SMART products around the world. As the company that invented the world’s first interactive whiteboard more than 20 years ago, we can offer many tips, tricks and tools to help you get the most from your SMART products. This newsletter is a new way of sharing that information with you, starting today and continuing every two months.
I know many of you are preparing for the start of another school year. The services team at SMART is doing the same. Indeed, we’re more ready than ever to support our customers during this hectic time. We’ve hired more staff, trained and refreshed everyone on new and old products, added new tools to help our team do its job, upgraded our phone system and improved our Knowledge Base and Learning Management System. Our goal is to deliver world-class services to every customer, every day.
Focused on strategies and tactics to get the best out of your products, SupportLink is more technical than SMART’s other periodical newsletters. It’s an important addition to the range of SMART publications supporting teachers, administrators and technology directors. Please enjoy SupportLink, and feel free to send comments and suggestions to ServicesNews@smarttech.com.
Sandra
Sandra Coates
VP, Services
SMART Technologies
News
Investing in Customer Support
 Glenn McCormack, director, customer services, explains how significant investment in new systems, tools and people enables SMART to provide an outstanding customer experience through world-class service. Read more.
The Benefits of Product Registration
Registering your SMART hardware and software provides technical support staff with up-to-date ownership data, saving you time and making it easier to resolve your issue. Furthermore, the period for registering SMART Board™ interactive whiteboards has been extended. Instead of 90 days, you now have two years from the purchase date to register for five-year warranty protection. Read more.
Award-Winning SMART Documentation
The quality of SMART’s technical documentation, in particular a textless guide for the SMART Board interactive display frame, recently earned recognition with a Merit Award from the Society for Technical Communication. Read more.
Update Your SMART Software at the Click of a Button
 The new SMART Product Update tool enables you to download and install any SMART software and automatically remove previous versions from your computer, at the click of a button. Read more.
At Your Service
Help Us to Help You – Tips for Getting Fast Technical Support
SMART’s technical support staff can more effectively respond to your inquiries and provide a resolution when you have the necessary information on hand. These tips will help you to get fast and effective support. Read more.
SMART’s Extensive Knowledge Base
 One way SMART empowers its customers to help themselves is by providing a readily available and unrivaled source of SMART product information. Our online Knowledge Base contains more than 1,500 technical documents that cover virtually everything you need to know about SMART products, their installation, administration and use. Read more.
Assistance from Your Authorized SMART Reseller
As a dedicated, one-stop shop for SMART products, your authorized SMART reseller offers committed technical support through SMART Certified Technicians. Furthermore, your authorized SMART reseller has a direct link to dedicated reseller technical support specialists. Read more.
SMART Exchange Provides Support
The SMART Exchange forum is an information-sharing tool for the SMART community. As a member of the forum, you can learn more about our products, contact technical support and communicate with other SMART users. Read more.
Receive an Inventory of Replacement Parts with SMART’s Spare Parts Program
 One of the many recently introduced initiatives at SMART is the Spare Parts program, through which eligible customers receive an inventory of replacement parts, such as cables, pens and erasers, for use with SMART products. Read more.
In Focus
Mass Activation for SMART Response
System administrators can now globally activate SMART Response software while deploying the software to networked computers. The activation key can be embedded into the installation files for both Windows® and Mac operating systems. Read more.
A Common Language
SMART uses established terminology for its products and component parts, but we often encounter variations when talking to customers. Knowing the terms SMART uses helps you to effectively communicate with our technical support staff and search the online Knowledge Base. Read more.
SMART Product Status LEDs
These simple tables explain how to interpret specific controller LED status indicators on your SMART Board 600 series interactive whiteboard and AirLiner™ wireless slate. Read more.
Learning Links
A Message from SMART’s Training and Professional Development Team
Greetings, interactive learners. The following information provides a view into training and professional development at SMART. We look forward to a continuous dialog with you on learning and professional development through this new publication, SupportLink.
Going forward, you’ll find opportunities to connect with us and to provide input on existing and new initiatives, as we reach out to build a community of learning that will help guide us in meeting your needs. It’s an exciting time for interactive collaborative learning and for training and professional development at SMART. Your input is vital.
–SMART’s Training and Professional Development Team
Dynamic Developments
SMART’s training and professional development department has created a dynamic new web page to make it even easier to find what you’re looking for in our Free learning resources section. Furthermore, enhancements to the Learning Management System now make signing up for a free self-paced online course, live online training session or live training event as easy as point-and-click. Read more.
Certified Training Facts
 SMART’s training and professional development department is here to help you make the most of your SMART products. Since 2005, our internal and external trainers have reached an estimated 300,000 people. Read more.
Live and Online, with Our Compliments
SMART’s live online training team provides more than 200 no-cost live online training sessions every month via SMART Bridgit conferencing software and toll-free voice conferencing. Read more.
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