iii
Customer Support
You can obtain technical support by using Response Online™ (comprehensive information from the Web) or Response On
Demand™. To expedite your inquiry, please see “Before Contacting BMC Software,” below.
Response Online
You can obtain technical support from BMC Software 24 hours a day, seven days a week by accessing the technical support
Web site at http://www.bmc.com/support.html. From this site, you can
• read overviews about support services and programs that BMC Software offers
• find the most current information about BMC Software products
• search a database for problems similar to yours and possible solutions
• order or download product documentation
• report a problem or ask a question
• subscribe to receive e-mail notices when new product versions are released
• find worldwide BMC Software support center locations and contact information, including e-mail addresses, fax
numbers, and telephone numbers
Response On Demand
In the USA and Canada, if you need technical support and do not have access to the Web, call 800 537 1813. Outside the
USA and Canada, please contact your local support center or your local sales office for assistance.
Before Contacting BMC Software
Before you contact BMC Software, have the following information available so that a technical support analyst can begin
working on your problem immediately:
• product information
— product name
— product version (release number)
— license number and password (trial or permanent)
• operating-system and environment information
— machine type
— operating system type, version, and service pack or program temporary fix (PTF)
— system hardware configuration
— serial numbers
— related software (database, application, and communication) including type, version, and service pack or PTF
• sequence of events leading to the problem
• commands and options that you used
• messages received (and the time and date that you received them)
— product error messages
— messages from the operating system, such as file system full
— messages from related software
