Memorex LOCK - VERSION 2-24 Informazioni Techniche Scaricare il pdf (Pagina 16)

100

101

Contacting BIM-EPIC Technical Support

xiv User Reference

Use Pursuant to Company Instructions

After-Hours

Emergency

Support

Complete the procedure indicated above.

When calling for after-hours emergency support, an outside answering

service will answer your call. Please be clear and concise when providing

the following: your name, the company name, the telephone number

where you can be reached, and a brief description of the problem. Be sure

to mention clearly that you need assistance with the BIM-EPIC product.

The answering service will page the support technician on call. Please

remain within hearing distance of the phone number you provided. A

response will take approximately 20-30 minutes. If you do not receive a

response within this time frame, call again to verify that we have the

correct phone number. Long delays usually indicate that we are having

difficulty contacting you based on the information you provided.

2 If your problem is classified in category 1, 2, 3, or 4, you will

need the following:

 A current TSIDDEB Summary Report. This contains details

concerning BIM-EPIC and VSE environment.

 The CONSOLE LOG with our messages turned on. This

provides a step-by-step history of the situation.

 The JCL, including expansions of // EXEC PROC and *

$$SLI statements. This provides the information necessary to

enable the technical staff to re-create the problem.

 A DUMP, if one is produced. This is necessary if the

technical staff cannot re-create your problem due to

differences in hardware or software.

Have your documentation ready and available before proceeding

to step 3.

3 Contact BIM-EPIC Technical Support by telephone at

800-795-4914 Ext 4025, which is also located on the

www.bimoyle.com home page. Or by sending an e-mail with the

associated documentation to [email protected]. When

calling, you will be asked a series of questions. Please answer

them as accurately as possible. This will enhance our ability

analyze your situation promptly and provide you a timely

response.

Note: If you have classified your problem in category 1, 2, 3, or

4 and are sending an e-mail, please include the additional

documentation requested in step 2.

Step Action

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