Progress Fathom Replication
Installation Guide


The Technical Support organization

The Technical Support organization is structured according to geographic regions, each with its own center. The regions are:

Americas

The Americas Support Center is located in Bedford, Massachusetts. It provides telephone support in English, Spanish, and Portuguese for American and Latin American customers. Hours of operation provide coverage that takes into account the business hours of local sales offices as well as time zone differences between countries in this region.

Customers can access the Americas Support Center by telephone, e-mail, or using the Progress Software Corporation Support Web site (http://www.progress.com/support).

Europe, Middle East, and Africa (EMEA)

The EMEA Technical Service Centre supports our distributors, application partners (APs), and direct end users in the EMEA region. Support is offered in ten different languages, to supply telephone coverage in your native language. All the Technical Support Engineers (TSEs) belong to a language team to ensure telephone coverage. They also belong to one or more skill groups, defined around different areas of the Progress product set.

Customers can access the EMEA Support Centre by telephone, e-mail, or using the Progress Software Corporation Support Web site (http://www.progress.com/support).

Asia Pacific

The Asia Pacific Support Centre supports our subsidiaries, distributors, APs, and direct end users in the Asia Pacific region. Support is provided only in English.

Customers can access the Asia Pacific Support Centre by telephone, e-mail, or using the Progress Software Corporation Support Web site (http://www.progress.com/support).

Coverage offerings

Technical support is committed to providing the best possible customer support. For more detailed information and a complete reference to important names, phone numbers, and e-mail addresses, visit the Progress Software Corporation support Web site at http://www.progress.com/support.

Technical Support is available to you when the commercial products fail to work as documented. If it is determined during the course of a call that you would be better served by making use of training and consulting services, Technical Support might refer you to your local office.

Technical Support provides assistance with products according to our Product Life Cycle document. Three levels of customer support are available:

Support options and packages are available, for additional charges, to cover special support requirements:

When you place your call

Some information is required when you log a support issue with Progress Software Corporation Technical Support. Here is a list of the primary information you need to provide when you place your support call:

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

Placing your call to Technical Support

Before placing your call, please ensure you have all the relevant information available. You can contact your regional support center by telephone, fax, e-mail, or via the Web, as summarized in Table 1–1.

Table 1–1: Contacting Technical Support
Location
Information
Americas
Argentina:
Barbados:
Brazil:
Canada:
Chile:
Colombia:
Costa Rica:
Ecuador:
Guatemala:
Honduras:
México:
Panama:
Peru:
United States:
Venezuela:
0800-777-0230
888 314 4721
000-811-004-2107
781 280 4999
1230-020-0742
980912-1746
0800 011 0623
(999-119) 877 741-8340
99 99 190 877 741-8340
(800 0) 123 877 741-8340
001-800-887-8602
011 800 352 2742
0-800-50000 877 741-8340
781 280 4999
800-1-3541
Asia Pacific
Main telephone:
Fax:
Australia:
China:
Hong Kong:
Japan:
Malaysia:
Singapore:
+ 61 3 9805 8530
+ 61 3 9805 8531
3 9805 8530
86 10 685 88131
852 2882 5303
+800 77647377 (+PROGRESS)
+800 77647377 (+PROGRESS)
+800 77647377 (+PROGRESS)
Europe, Middle East, and Africa
Web:         http://www.progress.com/support
E-mail:       emeasupport@progress.com
Main telephone:
Fax:
Austria:
Belgium (Dutch):
Belgium (French):
Denmark:
Finland:
France:
Germany:
Ireland:
Italy:
Luxembourg:
Netherlands:
Norway:
Poland:
South Africa:
Spain:
Sweden:
Switzerland (French):
Switzerland (German):
United Kingdom:
+31 10 286 5222
+31 10 286 5225
0800 295799
08001 5897
08007 2271
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

The engineer taking your details might 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.

Logging your calls on the Web

TechSupport Direct is available from the Support Web page at http://www.progress.com/support. Click the TechSupport Direct link. This is the direct Web interface into your regional Technical Support call logging and tracking system. Through this service, you can log, monitor, update, report on, and close your issues over the Web. A login ID and password are required.

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

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 in the first call.

Your work request number

Each time you call Progress Software Corporation Technical Support, you will be given a Work Request (formerly call or issue) tracking number. There are several components to the Work Request number:

Wymmddxxxx

All Work Requests begin with W. A single digit (y) indicates the year; for example, 4 for 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.

Please quote the call identifier whenever you follow up on your issue.

The following table describes the defined call priorities, response times, and the schedule for providing status updates:

Call priority
Criteria
Response time
Status updates
CRITICAL
Critical, impacts entire business.
60 minutes.
Response + 4 business hours.
DOWN
Unit or system down.
60 minutes.
Response + 8 business hours.
HIGH
High priority.
4 hours.
Daily.
ESCALATED
N/A
N/A
Daily.
MEDIUM
Normal, default priority.
8 hours.
As needed.
LOW
Customer not in a hurry.
Next business day.
As needed.

Supporting Progress customers

We support our customers. A customer is any organization that has a valid maintenance contract with Progress Software Corporation. Our goal is to provide the best support possible. To this end, it is important that we service and support those customers who have contracts with Progress Software Corporation.

In situations involving APs, the first call on any issue related to an end-user customer should come from the AP. It is important that the AP initiate all support calls to Progress Software Corporation. It is in the AP’s best interest to know what problems their customers are encountering and to isolate any problem. Furthermore, the customer of the AP is not the best resource in problem isolation between the AP’s application or software from Progress Software Corporation. The AP must stay involved with any problem that its customers might encounter with Progress software. This involvement will increase their knowledge and maintain the appropriate relationship with the customer. The AP also will be in a position to determine if this is a problem affecting a single site or the AP’s entire customer base.

If the customer of the AP contacts Progress Software Corporation directly, they will be asked to discuss their issue with their AP. Obviously, this does not replace the application support provided by the AP. Failure to renew your maintenance agreements for the licenses in question is likely to result in denial of support for any further calls.

If you have questions about evaluation licenses, future products or any sales-related questions, please contact your local presales support team at your local Progress Software Corporation office.

Service packs

Service Packs are a collection of bug fixes to Progress products; they go through a high level of testing, including running a complete suite of regression tests. Service Packs are released for all supported platforms simultaneously, have the same version number, and contain the same fixes. Service Packs for Core Products are released every three months, as needed, from the product’s release delivery date. They are available online through the Product Updates and Documentation link on http://www.progress.com/support. Service Packs include an installation procedure to take you through the steps to apply the service pack.


Copyright © 2004 Progress Software Corporation
www.progress.com
Voice: (781) 280-4000
Fax: (781) 280-4095