Above all, don't panic, when things are going wrong.

It's one of those days - the paper keeps jamming in the printer, the software is not working as it should and the screen flickers, making the headache worse. The promise of trouble-free computing soon fades when things start to go wrong, that's when computer users need to know who will rescue them from their dilemma.

Typically, a computer system might have a combination of different warranties and support contracts for each item: there's the printer, monitor, modem, various software titles and, of course, the computer itself.

For most new PC's, especially those from the major suppliers, the price includes at least one year's on-site warranty. An engineer will visit an office or home to fix the unit, there and then. However, some items, such as monitors, are impractical to repair on-site and suppliers operate a scheme whereby they will send a replacement and take away the faulty unit. If no such support is included with the computer, then the user is responsible for returning it to the supplier and waiting for its return; far from ideal when it has already become an indispensable item for the family or work.

Not all parts are covered by the usual repair warranties. Printer cartridges, for example, are deemed to be consumables. This even applies to the batteries on portable computers.

When a problem occurs, ensure the supplier keeps his promise to put it right. An eight hour response for an engineer to arrive on the doorstep should mean just that, not a week later. Also, hardware warranties often stipulate that the PC supplier is only responsible for repairing or replacing the components - not, for example, re-loading the operating system software. It is up to the owner to look after their precious data held on the hard disk - making it vital to have a proper and frequent back-up routine.

Often the situation can be dealt with over the 'phone. Many suppliers have help-lines, but getting through can be difficult. Listening to bland music whilst waiting for minutes on end is not only frustrating, but also adds to the 'phone bill. Beware with some products, the only choices for advice is either a premium rate line or a call to a support centre in mainland Europe.

The biggest challenges posed are software problems and the solutions can be far from obvious. This places a heavy burden on the software companies to support their products. In order to provide a reasonable level of service some, understandably, charge for 'phone support. Microsoft, the biggest player in the software market, charge a subscription after 90 days following the first support call, but have varying levels and costs to suit individual and corporate needs.

Before rushing to the 'phone when something goes wrong, there is much that can be done to avoid the time, trouble and expense of asking for help. It is always worth reading the manuals or, for software, using the built-in "Help" options. Using the Internet can give access to help across the globe - find the supplier's World Wide Web site or send a question to a discussion group. On-line providers like CompuServe and CIX offer specific vendor forums, as do now some of the vendors themselves. It is surprising how soon someone, somewhere, will respond with an answer.

Formal training is another approach, which not only provides the skills necessary to deal with problems, but also boosts personal confidence.

Support details are normally found in the manuals that come with the packaging, so don't throw them away and always complete and return any warranty registration cards, suppliers will usually ask for proof of purchase before offering support.

If all else fails, or if it is beyond a straightforward solution, call an independent technical support company like us here; Andor Information Technology, 020-8343 7830 or e-mail us at: support@andor.co.uk. Ideally it is more cost-effective to have a support contract, but we will always listen to your problem and, if we can help, discuss the arrangements. Above all, we're flexible.

So, the important thing to remember when the cry of "Help! I need somebody" comes, is not to panic. The answer is there somewhere, it may take some time, patience and even money but it's not the end of the world, though it may seem like it!