Memorex LOCK - VERSION 2-24 Dokumentacja Pobierz pdf (Strona 12)

xii BIM-EPIC Installation and System Guide

Step Action

1 Gain as thorough an understanding of the situation as you can, and classify your

call using one of the following categories:

MALFUNCTION IN A USER PROGRAM: A user program behaves

differently with BIM-EPIC turned on than with BIM-EPIC turned off.

2. MALFUNCTION IN VSE: VSE malfunctions when BIM-EPIC is turned

on. For example, you receive non-interruptible wait states, system loops,

and so on.

BIM-EPIC FAILURE: An overall BIM-EPIC failure (abend).

OPERATIONAL MALFUNCTION: A particular BIM-EPIC function or

message does not operate correctly.

5. QUESTION: Seeking “how-to” information or general knowledge.

2 Have your documentation ready and available. We require the following

documentation for problems in classes 1 through 4:

A current TSIDDEB Summary Report, containing details concerning BIM-EPIC

and your system configuration.

The CONSOLE LOG (with our messages turned on): This provides a step-by-step

account of the situation.

The JCL, including expanded procedures: This is necessary to enable the

technical staff to re-create the problem.

A DUMP (if one is produced and as presented by VSE and not by third party

dump management software): This is necessary if we cannot re-create your

problem due to differences in hardware or software.

3 Call us at 612- 933-2885. Please answer the questions asked by our receptionist as

accurately as possible. This will enhance our ability to interpret your situation

accurately and respond promptly.

Our FAX number is 612- 933-7764.

Please follow the guidelines outlined under "Technical Support During Normal Operating

Hours" to gather the information required by our technical staff to solve your problem.

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

your call. Please be clear and precise when giving your name, company, your (after-hours)

telephone number, and a brief description of the problem. Be sure to mention clearly that you

need assistance with the product BIM-EPIC. EPIC can sound a lot like EDIT, another BIM

product, and you could end up in the wrong support area.

The answering service will page the support technician on call. It will take approximately 35

minutes for you to receive a call back. If you do not receive a call in this time, call again to

verify that the answering service has your correct phone number. Long delays usually indicate

that we are having difficulty contacting you with the information given to us.

Procedure

After-Hours

Emergency

Support

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