Contact Rogue Wave Software Technical Support
Software Technical Support is available to customers who have a valid maintenance and support contract for any Rogue Wave® product. The type of support offered is:
Please have the following required information (based on product) available prior to contacting Technical Support:
- Rogue Wave® Hydra - required information
- LEIF - required information
- SourcePro C++® - required information
- Stingray® - required information
Technical Support Options
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Type of Support |
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Each Rogue Wave support program offers online technical support. By directly submitting a support incident into our call database, support via the Web provides a quick response and resolution. Online support via the Web allows customers to report an incident and see a history of all Rogue Wave support incidents. Note: All Stingray customers must use Technical Support via the Web. |
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Once a request has been received, it will be verified for product registration and licensing and assigned to the next available Technical Support engineer. |
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The following table lists the Rogue Wave Technical Support phone numbers in your area.
These Toll-Free access numbers may not be available from all locations and from all telephones. Please check with your local service provider for more information if you have difficulty accessing this service. **For countries not listed above, please call 303-545-3205. |
For all products, please be prepared to provide:
- Product license number or order tracking number
- Company name
- Company address
- Company telephone number
- E-mail address
- Product name(s) and version(s)
- Database type and version Number (if applicable)
- Compiler and Version
- Operating System and Version
Rogue Wave Hydra: To help us serve you quickly and efficiently, we will need a detailed description of the problem, including the error message you are seeing if you are reporting a build-related issue, or the agent and/or client log files if you are reporting a run time failure. In some cases we may ask you to prepare and send a small sample project that demonstrates the problem you are reporting. Sample code should be brief, complete, and illustrative.
LEIF: In order to verify a defect or problem report, Rogue Wave Software Support requires a small but complete example program that reproduces the problem.
LEIF customers using Web services will need to send the WSDL used to generate the service, or a pared-down WSDL that illustrates the problem being reported. Also send any generated files that were altered to implement the service, as well as the complete error message received and a detailed description of the problem encountered.
LEIF customers using the data tier will need to send the schema code generated from (or a pared-down example schema that reproduces the behavior reported), along with the generated files that were altered to implement the data transfer, an instance document, and a complete description of the problem along with the full text of any errors received.
SourcePro C++: Also be prepared to provide a detailed description of the problem, including any transcripts or error messages that you may have received. You may be required to send a small test sample that demonstrates the problem. Sample code should be brief, complete and illustrative. Test samples should consist of 100 lines or fewer of workable code. The time required for us to reproduce the problem will be excluded from any stated resolution time goals.
Stingray: In order to verify a defect or problem report, Rogue Wave Software Support requires a small but complete test program that can be compiled and executed consistently to demonstrate the problem. This test program should be no longer than 100 lines of code (two pages) and require no other third-party software. It must also include any makefiles, environment settings, IDE projects, database tables, stored procedures or other definitions, etc. needed to independently reproduce the problem. If we cannot reproduce the bug in-house, remote access may be requested. The time required to create, debug, install or update any test program will be excluded from any stated resolution time goals.