B.2 Technical Support
Software Technical Support is available to customers who have a valid Maintenance and Support contract for any Rogue Wave product.
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.
The problem may already be solved and documented in the Rogue Wave Knowledge Base, http://www.roguewave.com/support/kb/, or described in the product documentation, including the user guides, reference guides, readme file, and release notes.
Isolate the problem.
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 the program output into a text file along with the command line syntax being used when the errors occurred.
Collect your information.
If you are a registered Rogue Wave customer, your ID number. If you are not currently registered, please provide your full name, phone number and email address.
Your 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.
Through the MyAccount page at http://www.roguewave.com/support, or contact support directly at support@roguewave.com, according to the terms and conditions of your Rogue Wave License Agreement.
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Contact Rogue Wave about documentation or support issues.