Summary
- Our e-mail addresses:
- We will use the following newsgroups:
- Fill out an on-line bug report form
For Annual Subscriptions or Consulting Services please
call 503-612-9165 between 8:00am and 4:30pm PST.
We offer installation support for 30 days starting
on the date of your purchase. You must have your valid serial number to receive this support.
What if I need additional help on
using your Products?
Once the product is installed and up and running you may
have additional questions or concerns about how to use or program our products. Based on
your needs you can select from the following support options.
All products come with 30 days of installation support as
part of the purchase price. Technical support is provided via telephone, fax,
newsgroup and e-mail to customers with support subscriptions. If you have a support
contract, your support requests will be treated with the highest priority.
When purchasing annual support/upgrade subscription, the number of support
subscriptions must match the number of licenses purchased. We offer
support on an all or nothing basis (e.g., if you buy 10 licenses, you must buy 10 support
subscriptions or one project subscription or none at all). Support offerings and pricing
are subject to change.
Customers with support contracts can generally expect
responses within 24 hours (48 hours for some questions of a more complex or multi-part
nature). Support resources are always allocated preferentially to customers with
support contracts.
Include our support form with
the product name, version and platform with any fax, e-mail or newsgroup support requests.
In addition, please be sure to provide the details on your operating system and/or development environment. Your questions should be concise and
restricted to a single incident or request. If you have any code which may be relevant to
the problem please include it. Example code that illustrates the problem is especially
welcome (and often leads to a quicker resolution) as are debug
logs generated in the event of a system exception.
Instantiations offers consulting service for those customers who require
a greater level of assistance. Instantiations can help you bring your
software systems from concept to delivery. We work with our clients on system requirements
definition, design, object-oriented modeling and architecture, engineering development,
quality assurance, and production rollout. We work either on-site or via telecommuting
from our Portland, Oregon offices. Many clients find that using our services via
telecommuting is especially effective and cost efficient.
What if I think I’ve found a bug?
Instantiations appreciates the help of our users in
identifying bugs in our software. Bugs are a inconvenience to all of us, but unfortunately
the reality of software development. We accept bug reports via
e-mail, fax or phone. Before sending in a bug report,
please review the VA Assist FAQ in order to see whether the
problem is a known issue or not (with a known solution).
Preventative Support
We want you to be successful developing your applications,
but we know your time is critical, so we want to save you the time of having to call for
support. To this end we are putting together a series of preventative support options,
which will help answer your questions before they
arise. We plan to take full advantage of the Internet and to exploit its technology to
bring you the most innovated preventative support options of any software company.
Please submit all support requests with the following
information along with a description of the problem and your expectations, steps to
reproduce the problem, detailed error messages, debug
logs and code samples as appropriate. Please include any other technical information
that you think might be helpful to us in our efforts to resolve the problem. Send
support requests to vaa-support@instantiations.com.
Priorities are:
Low: minor impact, resolution desired but not required
Standard: resolution needed, but can continue working project
High: work substantially impaired, deadline is near, etc.
Critical: system down, deadline imminent, etc.
Format:
Product name/version :
VisualAge version :
Serial # : (only via email - do not post on forum)
Support # : (only via email - do not post on forum)
OS Name/Version :
Priority : Low/Standard/High/Critical
Debug Log Attached : Yes/No
For example:
Product name/version : VA Assist Enterprise/J 1.5
VisualAge version : VA Java 3.5
Serial # : evaluation
Support # : none
OS Name/Version : Windows NT 4.0
Priority : Standard
Debug Log Attached : Yes
