Support Process

Optimal Trace Problem Resolution Process

1. The product documentation
2. The product's built-in Help topics
3. Any ReadMe or technical notes provided with the product
4. Our online searchable knowledge base (login required)

Call Logging Process

By logging a Support Call, you have access to qualified engineers who can help determine the nature of the problem and provide solutions to your issues. When submitting an issue, you can use any of the following methods. To expedite the process, please follow these steps:

1. Log a call to Customer Support . For a high-priority issue, please contact your support center by phone.
2. 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
• Description of the problem, including error messages
• Steps to reproduce the problem
• Product version number, edition and service pack level
• Client and Server Operating systems (include name and version)
• Database name, version and edition
• MS Word edition
• JDK version
• Integration Product Version and Edition
• Problem priority level (see below for description)
  

When an analyst receives your issue, a unique call tracking number is assigned. This number will be used to keep track of all exchanges and activities regarding your issue. The issue gets assigned or directed to a specialist on the product in question.

To help expedite the response and investigation process, you should always include your call tracking number with any submission.

Your call will be dispatched to the appropriate expert in one of the following areas:

• Optimal Trace Support Technical Issues:
  

  Once the call tracking number has been assigned, you can communicate with the assigned support analyst using OptimalTrace.Support@compuware.com mailing address. The assigned expert will work with you to recreate and solve the problem.

• License administration and contracts
  

  For license specific questions, you can also visit the Licensing Page (login required)

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 assign a priority to your issue.