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Software Support for LEIF

Types of Support
Rogue Wave Software offers standard support and maintenance services as outlined in the table below:



Type of Support

Detail

Premium Support

Premium Support is available to LDN members for an additional fee. The key features of this level support are:

  • Web, email, and phone (800-404-4767 or 303-545-3205) access to RWSS limited to Technical Contact individuals with valid LDN membership
  • Support available 10 hours a day, 5 days a week, world-wide during local business hours
  • Optional technical account manager (TAM)
  • Support Service for up to 50 incidents per year
  • Initial Response to Support requests within 24 hours - excluding weekends and holidays
  • Resolution Response Time Goals of 4 business days for Severity Level 1 problems and 15 business days for Severity Level 2 problems, with all other problems being addressed in subsequent maintenance releases.


Problem Reporting Checklist

To help us serve you quickly and efficiently, please take a few minutes to gather some information before contacting technical support. You will be asked for:

  • Your Name
  • Product License or Tracking Number
  • Company Name
  • Company Address
  • 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

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.