I don't want to be awkward or unreasonable, but if a problem is being escalated from a help desk there is a certain amount of information that I would expect to have been gathered. I'm not just being picky. It saves time in the long run and means that the customer/user gets a better experience.
Information about the caller/customer/user:
The company they work for (possibly)
How to contact them (phone no, email, etc.)
About the issue:
What is happening?
How can it be recreated?
What were they expecting?
What steps need to be taken to recreate the issue?
Don't have a timer on a splash screen! They should only be used to indicate something is happeneing in the background and the application has actually started. Displaying for any longer than is absolutely necessary is a waste of the users time and shows that you think it is more important for the user to have to stare at a logo than actually use a program to do some work. It may only be a few seconds, but it adds up.