For an outline of your specific Technical Support policies, please see your Rogue Wave License Agreement. Technical Support contracts can be purchased or upgraded through your Rogue Wave account representative.
You can save time if you complete the following steps before you contact Technical Support:
Check the documentation.
The problem may already be solved and documented in the Rogue Wave Knowledge Base, http://www.roguewave.com/support/kb/, or described in the user's guide or reference guide for the product.
Isolate the problem.
If you require Technical Support, please isolate the problem to the smallest test case possible. Most problems can be reproduced with fewer than 100 lines of code. Capture erroneous output into a text file along with the command line used to generate the errors. Please also include any table structure we would need to reproduce database errors.
Collect your information.
Your product's order tracking number or license number: from your packing list, the back of your CD cover, or your system administrator.
Your CD and product version numbers.
Your compiler and operating system, and their version numbers.
The patch level of your operating system and/or compiler, if applicable. The patch level can often be related to the problem you are experiencing.
Submit your request.
Go through one of your company's designated Rogue Wave Technical Support contacts, or contact Technical Support directly, according to the terms and conditions of your Rogue Wave License Agreement.
Software Technical Support is available to customers who have a valid Maintenance and Support contract for any Rogue Wave product. Please contact Technical Support according to the terms of your Rogue Wave License Agreement for your support level: Basic, Premium, or Enterprise. Before calling the Support numbers listed below, please verify that your contract offers telephone support.
Basic Support (Web support, available to all customers; the only support available for Stingray customers):
Premium Support (Web, email, and telephone support):
Telephone:
US and Canada direct dial: | (303) 545-3205 |
US and Canada toll-free: | (800) 404-4767 |
Europe direct dial: | 44.11.8935.8604 |
The following countries also have toll-free AT&T Direct telephone access numbers as shown:
China | (10-811) 877-817-9280 |
France | (0800-99-00-11) 877-817-9280 |
Germany | (0800-2255-288) 877-817-9280 |
India | (000-117) 877-817-9280 |
Israel - Barak | (1-800-93-33-333) 877-817-9280 |
Israel - Bezeq | (1-800-94-44-444) 877-817-9280 |
Israel - Golden Lines | (1-800-92-22-222) 877-817-9280 |
Italy | (800-172-444) 877-817-9280 |
Sweden | (020-795-611) 877-817-9280 |
United Kingdom - British Telecom | (0800-89-0011) 877-817-9280 |
United Kingdom - Mercury | (0500-89-0011) 877-817-9280 |
United Kingdom - AT&T | (0800-013-0011) 877-817-9280 |
When you dial the telephone access number, the operator will prompt you for the number to be accessed, which is 877-817-9280. All countries not specified above must use the United States or Europe numbers.
Enterprise Support (Web, email, and telephone support)
In addition to Web and email support, Enterprise Support customers receive a dedicated phone number, which can be accessed through their designated company contacts.