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How Support Works
In many situations, you can find answers to your technical questions without calling Technical Support. Sybase's electronic support services can help you isolate a problem, solve it, or determine if you have encountered a known bug. By checking sources like MySybase you may also find an answer to your situation. The chart below suggests where to check before you call.
Determine the Nature of the Problem
Isolate the Problem
Sybase tracks every question or request for assistance that your technical support contact makes to the Technical Support Center as a case. A case is a single technical question or instance of a problem. For example, if you call with questions relating to both the PowerBuilder Window Painter and another relating to PowerBuilder Database Painter, we will approach them as two separate cases. Each case receives a reference number, called a case number, which allows us to prioritize and track your problem effectively. Be sure to record the case number of your question or request for assistance so that you can reference it for future calls.
P1 (Priority 1) - The software is not operational and no workaround is possible, or a workaround exists but is unacceptable because of its impact on your business. Development or production is halted, or the problem is having a severe impact on your ability to continue development.
Depending on your support contract, your company may register one or more authorized Technical Support contacts. These contacts are the only people authorized to contact the Technical Support Center with questions. Authorized technical support contacts are established to protect your company and your software, ensuring that only people you authorize can request that we investigate or make modifications to your system.
If an unauthorized person calls, we will ask that person to contact your authorized Technical Support contact instead. However, in an emergency, we will begin working on a case with an unauthorized support contact on an exception basis, subject to later verification.
Adding Technical Support Contacts
Changing Technical Support Contacts
BEFORE LOGGING YOUR CASE: When you need to log a case with Technical Support, please have all pertinent information in hand to expedite case resolution. You can use the Technical Support Checklist to organize your information.
Log your case electronically using our online services. Or phone your case in to your nearest Technical Support Center or the center included with your support information.
Once your case has been logged, it will be assigned a case number and an appropriate Technical Support engineer. Be sure to record your case number on your Technical Support Checklist. This case number is your quick-reference number to all information about your question.
When calling Technical Support, we will first verify your support ID and record background details on the case, including the priority. Response times vary according to the priority of the case and the terms of your support agreement.
Sometimes resolving a case during the initial call is not possible. Additional information may be needed, or the initial discussion may indicate that different expertise is required to resolve your case or verify a potential product defect. If this different expertise is required, the Technical Support engineer will transfer the case to an engineer with the appropriate knowledge base and will inform you of the change.
Customers entitled to 24x7 support may open or continue business-critical P1 cases after normal business hours. Customers with regular business day support may open and receive support cases during normal business hours. To open or continue P1 cases that have severe business impact, these customers may purchase emergency after-hours support.
If you have additional information about your case, you can update your case at any time by logging into MySybase and looking at your Case Activity under the My News section. If you have additional information about your case, you can update your case here or by calling the Technical Support Center nearest you. Please provide your case number to expedite your phone call and to make sure the additional information is recorded accurately.
If you are reporting a potential product defect, the Technical Support engineer will check to see if your problem has been reported previously and if a fix is available. If it is not a known bug, the Technical Support engineer will attempt to replicate the problem. This duplication may require the engineer to log on to your system (with your approval), obtain code from you, or use the error message and other information you provide to resolve the problem. Once the problem is duplicated, Technical Support will send the information to the appropriate software business unit for final verification that a product defect exists. Your support engineer will notify you when a product defect has been confirmed and will let you know what the next steps will be toward resolving your case.
If you are on the Incident Plan and are reporting a bug you would like assistance with, this call will count as one of your cases. If you want to only report the bug and do not require assistance on it, no case will be used.
If at any point while your case is open you are not satisfied with the current plan of action, you may also request escalation through your Technical Support engineer. Escalation requests will be addressed by the Technical Support manager responsible for the team supporting the case. The Technical Support manager is responsible for researching a customer escalation request and developing an action plan. This plan will be proposed to the customer and appropriate status updates made, per agreement with the customer, until closure of the case. If an escalated situation requires an even higher level of attention, a report will be made to the support center director or support manager who, in turn, will report any cases that need further assistance to the vice president of Customer Service and Support. Customers may also request escalation to a higher level whenever they feel it necessary.
A case is closed when you and the support engineer agree that a resolution has been reached. Your case may be closed because: