Support Process

OptimalJ Problem Resolution Process

For assistance with product usability issues (e.g. how-to questions), please follow these steps:

1. Review the information in the OptimalJ Documentation and FAQs on FrontLine (registration required).
2. Also, on JavaCentral (login required), review the white papers for articles on using OptimalJ.
3. Search the OptimalJ Forums (login required) for information that may be contained in a posting of a related topic.
4. If these resources do not answer your question, submit a question to the OptimalJ Forums.
   
   Please note that you will need to register at the JavaCentral website to access the OptimalJ Forums and the white papers.

Please read the Supported Release Policy for details about the support policy for development and deployment issues.

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:

1. Check whether the issue you are experiencing is known via the Known Software Problem List and FAQs
2. Log a call to Customer Support . For a high-priority issue, please contact your support center by phone.
3. When logging an issue, please provide the following information:

• Company name
• Company client number (issued to you by Compuware)
• Contact person’s name
• Phone number
• Fax number
• E-mail address
• Product name, edition, version number, and service pack level
• Operating system (include name and version)
• JDK version
• Application/EJB/Web server (include name and version)
• Database (include name and version)
• EJB Version
• Description of the problem, including error messages
• Steps to reproduce the problem
• Problem priority level (see below for description)
  

After reporting the issue, you will receive a unique eight-digit call tracking number. This tracking number will be used to track all conversations and activities surrounding your call. Your call will be dispatched to the appropriate expert in one of the following areas:

• OptimalJ technical issues
• License administration and contracts
  

Your assigned expert will work with you to recreate and solve the problem. If the issue cannot be satisfactorily resolved at the first level of contact, each product expert has their own escalation process to keep open calls moving towards completion.

Description of Priority Levels

When logging a call you will be asked to assign a priority number to your issue. The following table provides a guideline to help you select the priority:

Priority Management and Escalation Process

After a call has been opened and a priority assigned to it, customers may find that the impact of the issue in their environment or business operations is greater than originally expected. In those cases customers may request the priority of the call to be changed, explaining the reason for the modification. A similar process should be followed in the event the call was opened as a high priority issue but its impact has later been reduced, perhaps due to the availability of a temporary workaround or changes in the customer's environment.

Should you ever have a concern with the level of service provided by Customer Support please request to be transferred to the Team Lead or the Manager at your local Support Center. You will be asked to provide the product name and the call number associated to the issue you are escalating, as well as your concerns.