B.2 Technical Support
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.
B.2.1 To Obtain Technical Support
You can save time if you complete the following steps before you contact Technical Support:
Check the documentation.
Isolate the problem.
Collect your information.
Your product's order tracking number or license number: from your packing list, the back of your CD cover, or your system administrator.
Your CD and product version numbers.
Your compiler and operating system, and their version numbers.
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.
Submit your request.
The problem may already be solved and documented in the Rogue Wave Knowledge Base, http://www.roguewave.com/support/kb/, or described in the or reference guide for the product.
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.
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.
B.2.2 How to Contact Technical Support
Software Technical Support is available to customers who have a valid Maintenance and Support contract for any Rogue Wave product.
For current contact information, see the file <installdir>\docs\contact-info.txt.
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Contact Rogue Wave about documentation or support issues.