Landmark Lighting D20R2-06/99 - Manual (Page 104)

• Assigns an activity number to the problem. Be sure you record
the activity number and use it during follow-up
communication to ensure efficient handling of your problem.
During subsequent communication, we use your activity
number to route the communication appropriately. If you need
to forward supporting documentation to Landmark, mark the
activity number on both the contents and the outside of the
package to make sure the appropriate team member receives it.
• Asks you to provide a brief description of the problem.
A Customer Services technician asks you to describe the problem
and supply any other information that may assist in resolving it. If
the problem already has been reported and a fix is available, the
technician can mail a module replacement to you or assist you with
downloading it from the Electronic Customer Service system (ECS),
described later in this chapter. If the fix is part of a service
upgrade, the technician can order the upgrade for you.
If the problem you describe indicates a software malfunction that
does not have a fix, the technician may ask you for additional
information, including the supporting documentation discussed
earlier in this chapter.
Submitting
Documentation
to Landmark When a problem requires further investigation, we may ask you to
send your supporting documentation to Landmark. You can either
send it via FTP to
ftp.landmark.com (the quickest method) or
use the following procedures to mail it.
1. For dumps, raw data, traces, or other large-volume printouts,
send tapes (3480 cartridges are preferred), with a description of
how you created the tape, the data set name, the record and
block sizes, and the number of files. Note that Landmark
internal software interprets unformatted SVC or console
dumps. Please do not send printed (JES offload) or formatted
dumps.
For job logs, screen prints, small snap dumps, and other small
printouts, send the original listings.
2. Include a short note that describes the documentation you are
sending and whether you want Landmark to return it.
3. Label each document and the outside of the package with the
assigned activity number.
4. Send the package to:
Attention: CUSTOMER SERVICES
ACTIVITY NUMBER:
Landmark Systems Corporation
12700 Sunrise Valley Drive
Reston, Virginia 20191-5804
Product Support Chapter 4: Support and Maintenance
4-6