BASIS Support Analysts require the following information to open an incident report:

• Product serial number(s)
• Name of the product
• Revision level
• Method of contacting you, including your name, your company, and a telephone or fax number or return e-mail address
• Detailed description of the problem, including any error messages and TCB(10) values. If possible, isolate the code block or function in which the error is occurring and provide us the values of any variables referenced in it.

In addition, the following information will also help the Support Analysts provide you with the best possible support and most accurate answers:

• What is the operating system and revision level?
• What version is the JRE you are using with BBj?
• Is the error reproducible or sporadic?
• Is the error isolated to a specific machine or user?
• Is the problem concerning a new installation or an existing system?
• Do you think the problem may be network related? If so, provide details about your network.

If you purchased your BASIS product from a distributor, reseller, OEM or any company outside the United States, please contact your representative for technical support.

If you purchased your product directly from BASIS International Ltd., please contact BASIS by one of the following methods, listed in descending order of priority:

PRIMARY METHODS

• Place a phone call to +1.505.345.5021
• Submit an online e-Support Request Form
• For evaluation license users
• For permanent license users and SAM subscribers
  
• Send a message by e-mail to support@basis.com

SECONDARY METHODS

• Post to a BASIS-hosted product support newsgroup — Newsgroups are primarily discussion forums to allow discussions among the developers in the group. For this reason, BASIS’ input is limited.
• Send a fax to +1.505.344.9057 — Only use this method if it is the only one available.

BASIS Technical Support enters all requests automatically into the Technical Support Call Tracking System and assigns an identification number for future reference to the request. BASIS follows all call-tracking system entries through to resolution.

BASIS responds to requests within one business day. Business hours are 8:00 a.m. to 5:00 p.m. Mountain Time (MST GMT -7, MDT GMT -6), Monday through Friday, except for company holidays.

For non-emergency issues with Internet access, search the BASIS Web site and the Technical Support Knowledge Base. Solutions to other developer problems, for which we may have published an article, white paper or other documentation, may be similar to your situation. Though the answer may not be exact, it may contain explanations and information useful in isolating or solving the problem.