14 things you can do to get the best in software support!
Know the software release/modification level of the product you are using. Enter the command RSLVER to see a list of the release/modification levels of all the Help/Systems' software on your System i.
Know the version and release level of the System i operating system you are using. (To find your operating system level, execute the following command on a System i command line: GO LICPGM. Select option 10. Press function key 11 to display the release. Write down or remember the information shown in the column labeled "Installed Release". This is your OS release level.)
Try to duplicate the problem. If you are successful in duplicating it, document the setup and steps
If your software was working and now it doesn't, try to figure out what has changed since it last worked. Determine the who, what, when, where, and how of the problem.
Look up the function in the User Guide to find out if you are using it correctly.
Find the job log, operating log, and setup reports so you will be able to send them to Help/Systems, if necessary.
When you communicate with your Technical Support Consultant, be concise. State the symptoms of the problem specifically and accurately.
Identify the importance of the problem to the Technical Support Consultant.
If you think of something that would improve the product, communicate your enhancement idea.
Get to know your Technical Support Consultant. Make a note of the name of the person who helped you, in case further communication is needed.
Expect good product support. Help/systems guarantees that if you are not satisfied with our product support for any reason, we will give you one year's product maintenance free.
When you receive good service, tell the Technical Support Consultant, the Product Manager, or the Regional Sales Manager. Everyone appreciates a pat on the back for a job well done.
We strive to produce the highest quality System i software. If our software isn't working right, let us know.
Outside our regular support hours, call only in case of an emergency. Understand the benefits of your maintenance contract.
