Product Incidents - as a Compuware OptimalJ customer you are entitled to direct support from one of Compuware's Customer Support centers. This chapter explains:
- What is supported?
- Support timeframe philosophy
- Development support constraint
- Java Software Development Kit support
- Call Logging Process
- Call Resolution Process
- Description of Priority Levels
- OptimalJ - Service Packs
Product Usability
For assistance with product usability issues (e.g. how-to questions), please follow these steps:
- Review the information in the Documentation, Frequently Asked Questions and the White Papers for articles on using OptimalJ.
- Search the OptimalJ Forums for information that may be contained in a posting of a related topic.
- If these resources do not answer your question, submit a question to the OptimalJ Forums.
Product Problems
Supported Release Policy
Please read the Supported Release Policy for details about the support policy for development and deployment issues.
Call Logging Process
If you are a licensed OptimalJ customer, you have access to qualified engineers who can help determine the nature of the problem and provide solutions to your issues. To expedite the process, please follow these steps:
- Check whether the issue you are experiencing is known via the Known Software Problem List and FAQs.
- Log a call to Customer Support via the Incident Reporting form (login id and password required). For a high-severity issue, please contact your support center by phone.
- When logging an issue, please provide the following information:
Detailed information on the OptimalJ Problem Resolution Process is available here.
OptimalJ - Service Packs
OptimalJ service packs focus on rapidly delivering solutions for customer issues. Every service pack addresses bugs, received from customers, which affect stability, performance, proper operation of product features, or other areas. In order to make these resolutions available as quickly as possible, service packs will be released on a regular basis.
In order to give OptimalJ customers the best support, the following procedures, guidelines for service packs are defined:
- Service packs are cumulative. Every OptimalJ Service Pack automatically includes all previous Service Packs.
- All new OptimalJ releases will contain previously released service packs.
- Service packs only contain bug fixes. Upgrades of supported platforms and new functionality only appear in OptimalJ major, minor or maintenance releases.
- Service packs will only be available as electronic distribution which means a java-based installer (either .exe or .jar) will be available, containing the complete installation of OptimalJ (or one of the plug-ins).
- Service packs will be published on the Compuware support web site, FrontLine. (Access limited to maintenance paying customers, Login required)
- Service packs will contain a release notes document which is included in the Service Pack distribution and is available as a separate downloadable file in the OptimalJ Fixes area of FrontLine. The release notes contain a list of bug fixes specific for the service pack.
- OptimalJ 4.1 service packs will become available on:
|
4.1.00 SP1 |
March 27, 2006 |
|
4.1.00 SP2 |
April 24, 2006 |
|
4.1.00 SP3 |
May 30, 2006 |
|
4.1.00 SP4 |
June 26, 2006 |
|
4.1.00 SP5 |
July 31, 2006 |
- For information about the status of planned fixes for future service packs, please contact your OptimalJ support center.
Release numbering
Releases of OptimalJ are formatted in an <Major>.<Minor>.<Maint> configuration, where
Major is the major release indicator;
Minor is the minor release indicator;
Maint is the maintenance release indicator.
Examples of release numbers are 4.0.00, 4.0.01, 4.1.00.
A service pack is named, based on the numbering schema: <Major>.<Minor>.<Maint> SP<number>. So the name of the first service pack that is based on the OptimalJ release 4.1.00 will be called: "4.1.00 SP1".
