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| <H2>1.7 Technical Support</H2> |
| <A NAME="idx10"><!></A> |
| <P>For an outline of your specific Technical Support policies, please see your Rogue Wave License Agreement. Technical Support contracts can be purchased or upgraded through your Rogue Wave account representative. </P> |
| <A NAME="171"><H3>1.7.1 To Obtain Technical Support</H3></A> |
| <P>You can save time if you complete the following steps before you contact Technical Support:</P> |
| <OL> |
| <LI><P CLASS="LIST">Check the documentation.</P></LI> |
| <P CLASS="LIST">The problem may already be solved and documented in the Rogue Wave Knowledge Base, <A HREF="http://www.roguewave.com/support/kb/">http://www.roguewave.com/support/kb/</A>, or described in the user's guide or reference guide for the product.</P> |
| <LI><P CLASS="LIST">Isolate the problem.</P></LI> |
| <P CLASS="LIST">If you require Technical Support, please isolate the problem to the smallest test case possible. Most problems can be reproduced with fewer than 100 lines of code. Capture erroneous output into a text file along with the command line used to generate the errors. Please also include any table structure we would need to reproduce database errors.</P> |
| <LI><P CLASS="LIST">Collect your information.</P></LI> |
| <UL> |
| <LI><P CLASS="LIST">Your product's order tracking number or license number: from your packing list, the back of your CD cover, or your system administrator.</P></LI> |
| <LI><P CLASS="LIST">Your CD and product version numbers. </P></LI> |
| <LI><P CLASS="LIST">Your compiler and operating system, and their version numbers. </P></LI> |
| <LI><P CLASS="LIST">The patch level of your operating system and/or compiler, if applicable. The patch level can often be related to the problem you are experiencing.</P></LI> |
| </UL> |
| <LI><P CLASS="LIST">Submit your request. </P></LI> |
| <P CLASS="LIST">Go through one of your company's designated Rogue Wave Technical Support contacts, or contact Technical Support directly, according to the terms and conditions of your Rogue Wave License Agreement.</P> |
| </OL> |
| <A NAME="172"><H3>1.7.2 How to Contact Technical Support</H3></A> |
| <P>Software Technical Support is available to customers who have a valid Maintenance and Support contract for any Rogue Wave product. Please contact Technical Support according to the terms of your Rogue Wave License Agreement for your support level: Basic, Premium, or Enterprise. Before calling the Support numbers listed below, please verify that your contract offers telephone support. </P> |
| <UL> |
| <LI><P CLASS="LIST"><B><I>Basic Support </I></B><I>(Web support, available to all customers; the only support available for Stingray customers):</I></P></LI> |
| <P CLASS="LIST"><A HREF="http://www.roguewave.com/support">www.roguewave.com/support</A></P> |
| <LI><P CLASS="LIST"><B><I>Premium Support </I></B><I>(Web, email, and telephone support):</I></P></LI> |
| <P CLASS="LIST"><A HREF="http://www.roguewave.com/support">www.roguewave.com/support</A></P> |
| <P CLASS="LIST"><A HREF="mailto:support@roguewave.com">support@roguewave.com</A></P> |
| <P CLASS="LIST">Telephone:</P> |
| <TABLE BORDER="0" CELLPADDING="3" CELLSPACING="3"> |
| <tr><td valign=top><P CLASS="TABLE"><I>US and Canada direct dial:</I> </P> |
| </td><td valign=top><P CLASS="TABLE">(303) 545-3205</P> |
| </td></tr> |
| <tr><td valign=top><P CLASS="TABLE"><I>US and Canada toll-free: </I></P> |
| </td><td valign=top><P CLASS="TABLE">(800) 404-4767</P> |
| </td></tr> |
| <tr><td valign=top><P CLASS="TABLE"><I>Europe direct dial:</I> </P> |
| </td><td valign=top><P CLASS="TABLE">44.11.8935.8604 </P> |
| </td></tr> |
| </TABLE> |
| <P CLASS="LIST">The following countries also have toll-free AT&T Direct telephone access numbers as shown: </P> |
| <TABLE BORDER="0" CELLPADDING="3" CELLSPACING="3"> |
| <tr><td valign=top><P CLASS="TABLE">China</P> |
| </td><td valign=top><P CLASS="TABLE">(10-811) 877-817-9280</P> |
| </td></tr> |
| <tr><td valign=top><P CLASS="TABLE">France</P> |
| </td><td valign=top><P CLASS="TABLE">(0800-99-00-11) 877-817-9280</P> |
| </td></tr> |
| <tr><td valign=top><P CLASS="TABLE">Germany</P> |
| </td><td valign=top><P CLASS="TABLE">(0800-2255-288) 877-817-9280</P> |
| </td></tr> |
| <tr><td valign=top><P CLASS="TABLE">India</P> |
| </td><td valign=top><P CLASS="TABLE">(000-117) 877-817-9280</P> |
| </td></tr> |
| <tr><td valign=top><P CLASS="TABLE">Israel - Barak</P> |
| </td><td valign=top><P CLASS="TABLE">(1-800-93-33-333) 877-817-9280</P> |
| </td></tr> |
| <tr><td valign=top><P CLASS="TABLE">Israel - Bezeq</P> |
| </td><td valign=top><P CLASS="TABLE">(1-800-94-44-444) 877-817-9280</P> |
| </td></tr> |
| <tr><td valign=top><P CLASS="TABLE">Israel - Golden Lines</P> |
| </td><td valign=top><P CLASS="TABLE">(1-800-92-22-222) 877-817-9280</P> |
| </td></tr> |
| <tr><td valign=top><P CLASS="TABLE">Italy</P> |
| </td><td valign=top><P CLASS="TABLE">(800-172-444) 877-817-9280</P> |
| </td></tr> |
| <tr><td valign=top><P CLASS="TABLE">Sweden</P> |
| </td><td valign=top><P CLASS="TABLE">(020-795-611) 877-817-9280</P> |
| </td></tr> |
| <tr><td valign=top><P CLASS="TABLE">United Kingdom - British Telecom</P> |
| </td><td valign=top><P CLASS="TABLE">(0800-89-0011) 877-817-9280</P> |
| </td></tr> |
| <tr><td valign=top><P CLASS="TABLE">United Kingdom - Mercury</P> |
| </td><td valign=top><P CLASS="TABLE">(0500-89-0011) 877-817-9280</P> |
| </td></tr> |
| <tr><td valign=top><P CLASS="TABLE">United Kingdom - AT&T</P> |
| </td><td valign=top><P CLASS="TABLE">(0800-013-0011) 877-817-9280</P> |
| </td></tr> |
| </TABLE> |
| <P CLASS="LIST">When you dial the telephone access number, the operator will prompt you for the number to be accessed, which is <B>877-817-9280</B>. All countries not specified above must use the United States or Europe numbers.</P> |
| <LI><P CLASS="LIST"><B><I>Enterprise Support </I></B><I>(Web, email, and telephone support)</I></P></LI> |
| <P CLASS="LIST">In addition to Web and email support, Enterprise Support customers receive a dedicated phone number, which can be accessed through their designated company contacts.</P> |
| </UL> |
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