Landmark Lighting D20R2-06/99 - Manual (Page 101)

Before Contacting
Landmark You should define your problem, assign it a severity level
according to the guidelines in this section, and gather any
appropriate supporting documentation before you contact
Landmark for product support. When defining your problem, be
prepared to describe it as completely as possible and outline the
sequence of events that preceded it.
Use the following criteria to assign the problem a severity level.
Level Description
SEV1 The system fails or the product is not operational when in a
business-critical application. This is the highest priority level
for a problem.
SEV2 A serious problem affects, but does not prohibit, software
operation.
SEV3 A problem affects software operation but does not prevent it.
SEV4 You have a usage question, encounter a documentation error,
or have an enhancement request. Read about submitting an
enhancement request later in this chapter.
Collect the following supporting documentation:
• All the messages you receive, including the message numbers
and text. If you receive messages from IBM or other vendors’
products, please read any available documentation related to
the messages and follow any instructions provided therein
before contacting Landmark.
• A description of your operating environment, including:
– The version number and Performance Series for MVS or
PerformanceWorks tape identifier of the relevant Landmark
product
– The version number of the operating system
– The version number of other related program products,
such as VTAM, MVS, CICS, AIX, Solaris, Sybase, Oracle,
and SunOS
– A list of all hardware components and their configuration
– A list of any installed software changes.
• All output related to the problem, for example:
– Dumps and traces
– Screen prints, particularly the Error Diagnostic Screen
(described in the next section)
– Samples of JCL, control statements, and incorrect output
(mainframe products)
– JES2 or OPTION LOG output (mainframe products)
– Samples of scripts and incorrect output (distributed
products).
Chapter 4: Support and Maintenance Product Support
The Monitor for MVS 2.0 4-3
System Administrator’s Guide