OpenEdge Getting Started:<br />Welcome to Release 10 Customer Support Resources

In order to provide easy and convenient technical support, the valuable electronic resources listed below are provided to active maintenance agreement customers.

Progress Knowledge Center

A powerful and actively used self-service application that provides quality information and known solutions through a large collection of solutions, product documentation, and white papers. All ‘known’ solutions provided to customers by our worldwide Technical Support organization are available through the Knowledge Center. At any time if you cannot find a resolution, contact Technical Support by selecting the “Open a Support Case” tab.

Electronic Software Download Center

Progress Software's Electronic Download Center is the premier service for delivering, updating, and managing enterprise software. The Download Center is designed to help IT professionals effectively manage rapidly changing software requirements from a secure, personalized website. The Electronic Download Center enables authorized accounts to download:

For more download information, please review the Electronic Software Distribution (ESD) Datasheet.

Technical Support Direct

Log support cases online using Technical Support Direct — a web interface into your regional Technical Support case tracking system. Through this service, you can log, monitor, update, report on, and close your work requests over the Web. A login ID and password are required.

Quick Log is a tool specifically designed for users to quickly log cases without requiring a login ID or password. If you would like to update an existing case or check the status of a case, you must use TechSupport Direct.

Progress Software Developers Network (PSDN)

If you have purchased maintenance on a development product directly from Progress, you are entitled to become a member of PSDN. Members receive one computer-based training course designed by Progress Education Services. In addition, members have deeper access to PSDN, including dynamic content that provides insight from product specialists into future technological directions and the opportunity to pose your technical questions directly to OpenEdge experts during Web seminars and chats. For more information, see the "Progress Software Developers Network" section.

Phone and Email Support

Progress Software is dedicated to providing quality and timely service to our worldwide customers. At the time of purchase of an annual maintenance agreement, it is necessary to designate the support center from which you wish to obtain customer support (Americas, Europe/ Middle East /Africa, and Asia Pacific). Access to Progress Technical Support via telephone and email for Standard and Advantage Support Customers is restricted to the hours of operation of the selected Support Center. It is advisable to choose the center whose hours of operation most closely match your business’ hours of operation.

Contacting Technical Support

Table 2 provides detailed information on how to contact Technical Support in each region.

Table 2: Contacting Technical Support
Americas
The Americas Support Center is located in Bedford, Massachusetts and is open Monday through Friday. Support is available in English 8:30 am ET to 8:00 pm ET; Spanish 8:00 am ET to 8:00 pm ET; and Portuguese 8:00 am EST to 6:00 pm Brasilia Time.
Web:	http://www.progress.com/support`/`
Fax	781-280-4543
Main number:	781-280-4599
E-mail:	support@progress.com For the email not to be seen as “Spam” either the work request number, the 9 digit serial number of the product the work request is being opened for, or the phrase “Technical Support issue” must be included in the subject line.
Local phone numbers:	Argentina: Barbados: Brazil: Canada: Chile: Colombia: Costa Rica: México: United States: Venezuela:	0800–777–0230 888 314 4721 0800–891–3472 781 280 4999 1230–020–0742 980912–1746 0800–011–0623 001-800–887–8602 781 280–4999 0800-1-003541
	For countries listed below, call the local ATT number and ask the operator (at no cost) to transfer you to the support number: 877–741–8340. Or, dial the number listed below directly.
	Ecuador: El Salvador: Guatemala: Honduras: Panama: Peru:	(999–119) 877 741–8340 (800–1785) 877 741–8340 (99-99-190) 877 741–8340 (800-0-123) 877 741–8340 (00–800–001–0109) 877 741–8340 (0–800–50000) 877 741–8340
Asia Pacific
The Asia Pacific Support Centre supports our subsidiaries, distributors, Application Providers, and direct end users in the Asia Pacific region. Support is provided only in English. Standard hours of operation: 9:00 am AEST to 7:00 pm AEST and 9:00 am AEDT to 8:00 pm AEDT.
Web:	http://www.progress.com/support`/`
Fax	+61–3–9805–8531
Main number:	+61–3–9805–8530
E-mail:	asiapac-support@progress.com For the email not to be seen as “Spam” either the work request number, the 9 digit serial number of the product the work request is being opened for, or the phrase “Technical Support issue” must be included in the subject line.
Local phone numbers	Australia: Hong Kong: Japan: Malaysia: Singapore:	+61–3–9805 8530 +85–2–2882–5303 800–77647377 (+PROGRESS) 800–77647377 (+PROGRESS) 800–77647377 (+PROGRESS)
EMEA (Europe, Middle East and Africa
The EMEA Technical Support Centre supports our distributors’ Application Partners, and direct end users in the EMEA region. Support is offered in eleven different languages, to supply telephone coverage in your native language. All the Technical Support Engineers (TSEs) belong to a language team and to one or more skill groups defined by the OpenEdge product set. Standard hours of operation are 8:00 am CET to 6:00 pm CET.
Web:	http://www.progress.com/support`/`
Fax	+31–10–286–5225
Main number:	+31–10–286–5222
E-mail:	emeasupport@progress.com For the email not to be seen as “Spam” either the work request number, the 9 digit serial number of the product the work request is being opened for, or the phrase “Technical Support issue” must be included in the subject line.
Local phone numbers	Austria: Belgium (Dutch): Belgium (French): Czech Republic: Denmark: Finland: France: Germany: Ireland: Italy: Luxembourg: Netherlands: Norway: Poland: South Africa: Spain: Sweden: Switzerland (French): Switzerland (German): United Kingdom: International French: International English	0800–295799 08001–5897 08007–2271 0800–142–000 8001–8467 08001–13144 0800–917928 0800–182–3022 1800–553115 800–791359 0800–22036 0800–022–7122 8001–1362 0–0800–3111264 0800–995045 900–983–112 020–79–5286 0800–550859 0800–555218 0800–966179 +31–10–286–5150 +31–10–286–5149

Information necessary to log a support case

Before opening a support case please make sure you have all the relevant information available. You will need to provide the following information when you open a support case:

In addition, be prepared to answer the following questions to help us assist you more quickly:

In which environment is the product running? Include:

Memory.

Swap space.

Number of users.

Disk space.

Machine and model.

Operating system and version.

OpenEdge or Progress product and version.

HLC or ESQL/C (Large or Small Client?).

Multi-operating system environment (Yes or No?).

Third-party products installed on the machine, and versions.

Which error messages did you receive and where or when did you see them? Include:

Messages appearing on screen from client or server or in log file (in the order they appeared).

Previous messages in the log file (going back several days before onset of problem).

Message in hardware log or event viewer, if appropriate.

What was happening when the problem occurred?

Is the problem new, has it occurred before, or was it always there?

How often does the problem occur? For instance, how many times has it occurred in the last twenty sessions?

Can you re-create the problem at will or upon demand?

Can you duplicate the problem against the Sports database?

If you have more than one database, does the problem occur on all the databases?

Does it happen with multi-user OpenEdge, single-user OpenEdge, or both?

Was there anything unusual about the environment when the problem occurred?

Do you have any idea what the problem might be? For example, are you aware of any recent changes in the system environment or in the application?

Was a core file or Dr. Watson log file produced? If so, save this file in case the stack trace information is needed.

What have you done so far to debug or isolate the problem?

The engineer taking your details may not be a specialist in the related product area, but will take a full description and ensure the call is passed to the appropriate person.

From your customer site

If you call from a customer site, please make this known to the engineer. Ask that the priority of your call be set to HIGH to ensure you get a prompt call back if your issue cannot be resolved during the first call.s

Your work request number

Each time you contact Progress Software Corporation Technical Support, you will be given a Work Request tracking number. There are several components to the Work Request number:

All work requests begin with W. A single digit (y) indicates the year; for example, 4for 2004. The next two digits (mm) indicate the month, followed by two digits (dd) representing the day of the month. The last four digits (xxxx) are a unique sequential call identifier.

Different call identifier numbering schemes are used for each center: the Americas center uses numbers starting with 4xxx, EMEA uses 0xxx, and Asia/Pacific uses 9xxx.