Landmark Lighting D20R2-06/99 - Manual (Page 108)

System User’s Guide, which is included in every product’s
documentation set.
Proactive
Maintenance Policy If you do not want to wait until you have a problem, you have the
option of receiving product maintenance automatically. Landmark
will proactively ship new maintenance to you on a CUM tape as
soon as it is published. To receive this service, call Customer
Services at 1-800-775-5675, fax your request to 1-800-257-8251, or
send an e-mail message to
[email protected] .
Hiper Fix Policy When Landmark identifies a hiper problem in a product and has
developed a fix for it, we distribute notification of the problem and
the fix to all customers of that product who have current
maintenance contracts. A hiper problem is a high impact or
pervasive problem that Landmark Development has determined
can disable your operating system, subsystem, TMON product, or
critical business application. We recommend that you apply this
fix as soon as possible.
Submitting an
Enhancement Request You can make product enhancement requests by submitting to
Landmark Customer Services a detailed written description of the
enhancement on your company letterhead. Your enhancement
request must be signed by your department manager. Once
Landmark receives the request, we assign it an activity number and
notify you. Enhancements are considered only for current,
supported releases (read the section on our product support policy
in “Product Support,” earlier in this chapter).
The request is then reviewed by the product team, which
determines whether the enhancement is accepted or not. You are
sent a letter notifying you of your request’s status. If the
enhancement request is accepted, it is placed in a pool of accepted
requests. This pool is reviewed by the product team when future
releases are being planned.
Acceptance of a request does not guarantee an enhancement’s
implementation in a specific product release. Acceptance is only an
indicator that we believe the suggestion has merit and is consistent
with the established direction of the product. When your
enhancement is incorporated into the product, you are notified by
letter of the product release that contains it.
Configuration Changes and Disaster Recovery
Landmark uses software-enabled passwords that are based on the
processor on which the Landmark product is running. If you plan
to move the product from one system to another or are forced to
move (for example, in a disaster recovery situation), you must call
to get a new product-enabling password.
Configuration Changes and Disaster Recovery Chapter 4: Support and Maintenance
4-10