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How to contact SPSS Inc.
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■ Please be prepared to provide your SPSS Contract
You can contact SPSS Inc. in several different ways.
You may use our web site (www.spss.com) for “One-
stop-shopping” and to contact virtually every department
from Technical Support to Customer Service; Public
Relations to Product Suggestions; Webmaster to Sales
department. To do so, choose the “About Us” menu item
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, 8:00 a.m. to 5:00 p.m. (CST).
For more information on contacting technical support
see the section entitled “SPSS Technical Support.”
Newsgroups
There are a number of newsgroups associated with
SPSS Inc. products and services.
■ SPSSX-L — Open to anyone interested in SPSS
Inc. software products. SPSS Inc. does not sponsor
this newsgroup, but does participate. This list
discusses computer, statistical and many other
operational SPSS issues. The e-mail address is
LISTSERV@UGA.CC.UGA.EDU. E-mail text should
be: subscribe spssx-L firstname lastname.
■ gov@spss.com — A special SPSS Inc.-sponsored
group specifically for SPSS users who work in the
United States local, state or federal government. The
e-mail address is LISTPROC@SPSS.COM. E-mail text
should be: subscribe gov firstname lastname.
■ Sigmaplot-L@spss.com — An SPSS Inc.-sponsored
bulletin board news forum. Anyone interested in a
discussion about SigmaPlot is welcome to partici-
pate. The e-mail address is LISTPROC@SPSS.COM.
The body of the message should say SigmaPlot-L
firstname lastname.
SPSS Technical Support
Technical Support provides post-sales technical assistance
to all current customers of SPSS products. The level
and type of support may vary by type of software license.
Customers who need a software encryption code
should contact SPSS Customer Services at 1 (800)
521-1337 or service@spss.com.
How can I reach SPSS Technical Support?
There are two support lines at our headquarters.
■ The Basic line [1 (312) 651-3410] is open from
9:00 a.m. – 5:00 p.m. Monday through Friday (CST).
■ The Priority line is open 8:00 a.m. – 5:00 p.m.
Monday through Friday (CST). The Priority line
is for site coordinators, technical contacts and
customer express customers. Contact your sales
representative for more information.
Try before you buy. Please visit www.spss.com to download trial versions of our most popular software.
ID or serial number when contacting us via
telephone or e-mail.
■ Send 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.
How can I get technical assistance on the Web?
You may go to the SPSS AnswerNet on the SPSS Web
site at www.spss.com/tech/answer/index.cfm. This
knowledge base searches over 8,300 technical solutions
and is accessible 24 hours a day.
If you are unable to find your answer in SPSS
AnswerNet, contact us with an e-mail or fax. Our target
response time is one business day. Customers who send
e-mail to support@spss.com typically receive either a
suggested resolution or a notice that the request was
assigned to a specialist.
Please note, we require customers to provide an
SPSS Contract ID or serial number for fax and e-mail
support.
What does/doesn’t 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. Technical
support is thus intended to help you use what is docu-
mented to accomplish a specific task.
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 instal-
lation 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 basic familiarity with
the use of computer software and the analytic techniques
SPSS products employ. Technical Support thus precludes
spending lengthy amounts of time walking you through
documented operations of the software.
 What does/doesn’t SPSS Technical Support do? (cont.)
In addition, Technical Support does not provide consulting.
Technical Support thus does not include, for example,
major data restructuring or getting SPSS to do something
in a complicated way that another module of 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.
Please note that, at SPSS Technical Statistical Support,
we can help:
■ Confirm whether our software can do the type of
will be provided to customers with the most current
release until the next release is shipped plus the 60-day
grace period. After the grace period, customers with the
next to most recent release will receive operational assis-
tance only. Operational assistance includes usage questions
and excludes installation or operating environment-related.
For further details, see
www.spss.com/tech/limitations/policy.htm.
What SPSS Technical Support offers
Installation assistance
■ Assist in the installation of SPSS products
■ Resolve any media or environmental problems

analysis you want to do that prohibit successful installation

■ Clarify how we do the analyses we do perform ■ Clarify minimum system requirements

■ Verify the accuracy of our computations ■ Verify the software is operational

Your question may be referred to SPSS Consulting Interpret error messages

if you need: ■ Explain error messages

■ A recommendation as to what kind of analysis you ■ Suggest corrective action

should perform
■ An explanation of general statistical concepts, or Suspected defects
■ An interpretation of output based on results specific ■ Assess the scope and magnitude of possible defect

to your data ■ Assess whether the defect can be replicated

■ Report defect to SPSS product development

For further information, see ■ Determine reasonable workaround, if possible

www.spss.com/tech/limitations
General troubleshooting of printing and local issues
How long is my software supported? ■ Verify abnormal operation

Technical support will be provided for software which ■ Suggest problem solving techniques

is the most current release on its particular platform. ■ Determine workarounds when needed

Customers using software currently under development

will be provided technical support only for the most Abnormal termination
current release and next to last release of the product. ■ Assess source of abnormal termination

There will be a 60-day grace period for the next to current ■ Suggest problem solving strategies

release when a new one is shipped. Full technical support ■ Suggests ways to avoid problems

SPSS is a registered trademark and the other SPSS products named are trademarks of SPSS Inc. All other names are trademarks of their respective owners. Printed in the U.S.A.
© Copyright 2002 SPSS Inc. S11INS-0702B 19162 001