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Data Access & Analysis For System i
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Before You Call...

14 things you can do to get the best in software support!

1. Know the software release/modification level of the product you are using.Use one of the following commands to see the release/modification level of the SEQUEL Software product on your system:

  • SQVER for SEQUEL
  • SWVER for the SEQUEL Web Interface
  • APVER for ABSTRACT
  • ESVER for ESEND
  • OSVER for AnyDate

2. Know the version and release level of the operating system you are using.

3. Try to duplicate the problem. If you are successful, document the setup and steps.

4. If your software was working fine and now it doesn't, try to figure out what has changed since it last worked. Determine the who, what, when, where, and how of the problem.

5. Before you call, check the User Guide and search for helpful information on our Web site.

6. Find the job log, operating log, and setup reports so you can send them to us if necessary.

7. When you communicate with your Technical Consultant—be concise. State the symptoms of the problem specifically and accurately.

8. Identify the importance of the problem to the Technical Consultant.

9. If you think of something to improve the product, tell us.

10. Make a note of the name of your Technical Consultant and your ticket number. This information streamlines the process when you call back because it allows our consultants to see exactly what has happened on the issue so far and view any information you've already submitted.

11. Expect good product support. We guarantee that if you are not satisfied with our product support for any reason, we will give you one year of product maintenance free.

12. When you receive great service, please tell the Technical Consultant, the General Manager, or the Regional Sales Manager. Everyone appreciates a pat on the back for a job well done.

13. If our software isn't working, let us know. We strive to produce the highest quality System i software.

14. Understand the benefits of your maintenance contract. You can call us outside of regular support hours if it’s an emergency.