PDF Compuware Customer Support

Compuware Customer Support

Mainframe ? Vantage ? Uniface

Compuware Customer Support Services: Mainframe ? Vantage ? Uniface

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Compuware Customer Support

Mainframe ? Vantage ? Uniface Solutions

Compuware is dedicated to customer satisfaction. We work to continuously improve our support services to ensure we meet or exceed your expectations. The following topics are discussed in this document:

How to contact Compuware Customer Support FrontLine Website: Online Support Tools How Calls are Prioritized Best Practices for Successful Support Interactions

How to Contact Compuware Customer Support

Support services for Compuware products are offered via email, FrontLine, our Customer Support website, and by phone as indicated in Table 1. After-hours support is offered for emergency situations (Priority 1 issues, as defined in Table 2) and is accessible using the same phone numbers. For Japanese customers, after hours phone number differs.

For licensing issues, please contact AP Helpdesk regardless of your location.

Table 1: Business Hours and Contact Information Helpdesk

Location

AP Helpdesk Monday to Friday 8:00am-6:00pm (AEST)

helpdesk.ap@

Australia

Guam New Zealand

China Helpdesk Monday to Friday 9:00am-6:00pm (Beijing Time)

@

India Helpdesk Monday to Friday 8:00am-6:00pm (Delhi Time)

helpdesk.india@

Southeast Asia Helpdesk Monday to Friday 8:00am-6:00pm (Singapore Time)

helpdesk.southeast.asia@

China Hong Kong Taiwan

India

Indonesia Malaysia Philippines Singapore Thailand

Telephone 1800 644 923 02 8875 5127 (not a free call number) IDD +888 474 9748 IDD +800 6449 2300 IDD +800-820-0165 86-10-85003790 (not a free call number) IDD +800 2 6666 222 +86-10-85003790 (not a free call number)

000 800 650 1709

00180 365 7034 1800 806 511 1800 1651 0708 1800 5109 197 001800 658 117

Compuware Customer Support Services: Mainframe ? Vantage ? Uniface

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Helpdesk

Korea Helpdesk Monday to Friday 9:00am-6:00pm (Seoul Time)

seoul.techsupport@

Japan Helpdesk Monday to Friday 9:00 am-6:00 pm (JST)

service.desk.japan@

Location Korea Japan

Telephone

080-2190-100 +82-2-2190-3033 (not a free call number)

Business hours: 0120 188 540 After hours: 0120 188 530

FrontLine Website: Online Support Tools

Compuware FrontLine (), a secure web site housing all of the Compuware support information you need, when you need it. FrontLine provides the technical resources and assistance you need to sustain long-term value in the product(s) you've purchased.

Getting access is easy. Using the online form, register and create your personal user ID and password. Please have your client number available for your initial FrontLine registration. You'll receive confirmation of your user ID and password within one business day. Then simply log in to take advantage of all the features FrontLine has to offer:

? Conveniently log, communicate and review status of your calls via the "Report and Track Calls" menu option. Access to reported issues is based upon your FrontLine account email ID. Calls opened via FrontLine are assigned a default priority of "3" (see Table 2), unless you explicitly select otherwise.

? Product documentation is available in various formats, eliminating the usual time-consuming searches for product manuals.

? Technical Alerts are used by Compuware Customer Support to share important notices about product fixes and/or other situations that may impact your operations.

? News and announcements deliver news about the latest product releases, fix notifications and upcoming events. Simply register for them at FrontLine.

? Product fixes/patches and Service Packs may be downloaded to maintain optimal functionality and usability of the Compuware products you own, to deliver long-term value.

? Join product-related user communities ? a venue for interactive discussion and peer-to-peer idea exchange, event invitations, and user-driven best practices.

? Emergency license keys can be downloaded for your distributed or mainframe environments, so you're never without product functionality.

? Product requests can be submitted directly online, so you're sure to receive updated versions of your licensed software sooner.

? Articles, White Papers and FAQs to provide answers to frequently asked questions and common methods used to resolve known problems.

? Beta programs provide you with the opportunity to review information for upcoming releases as well as participate in trials before products are released.

? Event information keeps you updated on Compuware customer events throughout the year. ? RSS feeds help you access new product information quickly. You'll find an RSS icon at the head of

every "Product News" page, where you can track news and updates as soon as they are released.

Note: Once registered, the "Profile" hyperlink, located at the bottom of the FrontLine "Welcome" page, is where you can easily manage your profile and subscriptions (i.e., select the mailings you want to receive).

Compuware Customer Support Services: Mainframe ? Vantage ? Uniface

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How Calls are Prioritized

When reporting an issue for the first time, you will be asked to assign a priority. The following table provides a guideline to help you select the priority:

Table 2: Call Priority Assignment and Callback Times

Priority Assigned

1

General Description

Urgent Major functional issue for which there is no workaround at the time the call is logged. Causes the software or operating system to fail completely. Requires constant restarting of the software or operating system. Prevents the installation of the software. Irretrievable data loss/corruption or severe memory leak.

Response Time

1 hour (*)

High

2

Explicitly documented major functionality of the software is missing or

4 business

not usable.

hours

Obscure, difficult to reproduce, infrequent crashes, hangs or abends.

Software cannot be used as designed, advertised or documented.

Documentation issue leading to a severe error, installation failure or data corruption.

No workaround or solution known at the time the issue is logged.

Medium

3

It does not meet the criteria of a priority 1 or priority 2.

8 business

General question related to installation, product functionality or usage. hours

Situations in which the functionality of the product is slightly restricted. Some business impact. Priority 3 issues usually have workarounds.

Low

4

It does not meet the criteria of the previous priorities. Low priority

2 business

request for information. A defect in very obscure product functionality. days

Misspelling in the documentation or in a product screen. Cosmetic

problem.

(*) Verbal contact with a Compuware Support Analyst is required to open a Priority 1 call.

Assigning call priorities

? Assign priority 1 conscientiously. Careful assignment of priorities guarantees resources are available if an emergency occurs.

? When reporting time-sensitive issues, you may want to use the "Response Time" as a guideline for the selection of the priority.

? Evaluate call priority over time, requesting a reassigned priority as necessary. For example, an issue that was not a major concern three weeks ago may now be a higher priority due to an approaching deadline.

Compuware Customer Support Services: Mainframe ? Vantage ? Uniface

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Best Practices for Successful Support Interactions

Before you contact Customer Support -

When you experience a problem or encounter a question about product usage, there are alternatives that you may want to investigate before contacting Customer Support: ? Reference the product documentation. ? Search FrontLine, the Customer Support website, in particular, the "Documentation", "Fixes/Downloads" and

the "Technical Reference" sections. (See Figures A & B) ? Search the product's internal help topics. If you have not been able to resolve your issue in these ways, the next step is to log a call with your local support organization via telephone or FrontLine's "Report and Track Calls" menu option. Figure A:

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