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Software Support for Stingray®

Web-based support is the primary support mechanism for Rogue Wave Stingray® products. Stingray customers have online access to our Knowledge Base, as well as the ability to submit an incident, update an incident, and view current incidents online. For more information about specific Stingray support options, please contact your local Stingray account representative.

Support Guidelines

The following table summarizes the standard support offerings for Rogue Wave's Stingray Products:


 Basic Support

Initial Response Time

2 business days

Resolution Response
Time Goal

  

Severity 1

6 business days

Severity 2

Next maintenance release

Severity 3

Next maintenance release

Severity 4

Next maintenance release

Number of Incidents

25/year

Support Channel

Web

Number of Customer Contact Individuals

Unlimited

Support Hours

N/A

Rogue Wave Account Manager

None


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 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.