how_to_initiate_a_vms_openvms_tech_support_call
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how_to_initiate_a_vms_openvms_tech_support_call [2018/09/14 22:26] – add text about chat-box on home page lricker | how_to_initiate_a_vms_openvms_tech_support_call [2018/09/17 16:41] (current) – Obsolete -- replaced by how_to_initiate_a_parsec_tech_support_call lricker | ||
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- | ===== How To Initiate a VMS (OpenVMS) Tech Support Call ===== | + | (Obsolete |
- | ==== (and Get the Most out of your Support Services Contract) ==== | + | |
- | + | ||
- | Here at PARSEC Group, our Technical Support Teams -- OpenVMS, Unix and Linux -- receive several new trouble/ | + | |
- | + | ||
- | We -- your Support Team specialists -- want to provide timely and efficient feedback and resolutions for any and all technical issues, //but we need your help to do so//, as you'll be our " | + | |
- | + | ||
- | Here's //how you can help us// to make each case resolutions effective and efficient... | + | |
- | + | ||
- | ----- | + | |
- | * **// | + | |
- | * **If you do __not__ have a Support Contract, please contact your PARSEC Account Manager, or call 888-472-7732 (888-4PA-RSEC).** | + | |
- | * Other ways to reach PARSEC Sales and your Account Representative: | + | |
- | * You can also talk directly with a sales rep via our **chat-box** on **[[https:// | + | |
- | * If you call PARSEC Tech Support without a current Support Agreement, your tech specialist will direct you to PARSEC Sales. | + | |
- | + | ||
- | ----- | + | |
- | + | ||
- | ===== Initiating a Support Call via Telephone ===== | + | |
- | + | ||
- | For immediate assistance, and especially for urgent issues (system down, performance or operational impact, etc.),\\ call PARSEC' | + | |
- | + | ||
- | **866-372-7732** (or **866-3PA-RSEC**) | + | |
- | + | ||
- | If you've registered as a PARSEC Member, you can also log a new case at **[[https:// | + | |
- | + | ||
- | This call will be answered quickly | + | |
- | + | ||
- | Have the following contact information at-the-ready: | + | |
- | + | ||
- | - **Your name** (please spell it for the phone-rep, if necessary)\\ | + | |
- | - **Company or organization name**\\ | + | |
- | - **Your direct phone number** -- the one where we can reach you again " | + | |
- | - **Your operating system**: | + | |
- | - **A very-brief problem description** (save the technical details for your PARSEC tech support specialist) | + | |
- | + | ||
- | ===== Initiating a Support Call via EMail ===== | + | |
- | + | ||
- | For less-than-urgent issues -- things that you want to check out or ask a question about -- send an email message to one of these: | + | |
- | + | ||
- | * '' | + | |
- | * '' | + | |
- | * '' | + | |
- | * '' | + | |
- | + | ||
- | Include the same contact information and brief problem description as above. | + | |
- | + | ||
- | A specialist from the Tech Support team for your operating system will get back to you either by email (likely) or telephone. | + | |
- | + | ||
- | ===== Basic VMS System Information ===== | + | |
- | + | ||
- | Please be prepared to provide these basic items of " | + | |
- | + | ||
- | **1.** Is the system with the problem you're reporting actually on a current support contract? | + | |
- | + | ||
- | * If **yes**, proceed to step 2 below... | + | |
- | * If **no**, contact your PARSEC Account Representative before contacting the PARSEC Technical Support Team. | + | |
- | + | ||
- | **2.** What is the: | + | |
- | + | ||
- | - Version of VMS? | + | |
- | - Serial number of the system? | + | |
- | - Architecture of the system (Integrity, Alpha, VAX ...soon X86)? | + | |
- | - How many CPUs (cores) in the system? | + | |
- | - How much physical memory? | + | |
- | - How long has the system been up? | + | |
- | + | ||
- | All of the above can be displayed with either of these commands: | + | |
- | + | ||
- | Command symbol (for your LOGIN.COM) and its invocation: | + | |
- | + | ||
- | $ sysin*fo | + | |
- | + "; write sys$output "" | + | |
- | + "; show cpu /full | SEARCH sys$pipe "" | + | |
- | + "; show memory /physical | SEARCH sys$pipe "" | + | |
- | $ sysinfo | + | |
- | + | ||
- | __or__: | + | |
- | + | ||
- | Just cut-& | + | |
- | + | ||
- | PIPE show system /noprocess - | + | |
- | ; write sys$output " | + | |
- | ; show cpu /full | SEARCH sys$pipe " | + | |
- | ; show memory /physical | SEARCH sys$pipe " | + | |
- | + | ||
- | //Hint//: Use your mouse to select all four lines above. | + | |
- | + | ||
- | In either case, you'll see something like this: | + | |
- | + | ||
- | OpenVMS V8.4 on node CLASS8 | + | |
- | Architecture | + | |
- | Primary CPU = 0 | + | |
- | HWRPB CPUs = 2 | + | |
- | Page Size = 8192 | + | |
- | Revision Code = | + | |
- | Serial Number = (virt.) US42779094 | + | |
- | Serial Number..: 0001c606a2cad9bc | + | |
- | Serial Number..: 000266ffb74dbc96 | + | |
- | | + | |
- | Main Memory (1.99GB) | + | |
- | + | ||
- | When you run either of these commands, just cut-& | + | |
- | + | ||
- | Be sure that all of your email correspondence about this case includes the "Case // | + | |
- | + | ||
- | ===== The Problem Description -- The Basics ===== | + | |
- | + | ||
- | Your initial communication of the problem, whether by phone-conversation or email message, to the VMS Tech Support specialist who answers your call must include: | + | |
- | + | ||
- | **3.** | + | |
- | + | ||
- | Stay objectively focused on what's happening, on symptoms, not on what you want fixed, or on what you "think is wrong." | + | |
- | + | ||
- | Examples: | + | |
- | + | ||
- | a) Good: "When a user attempts a directory command on disk DQA1:, | + | |
- | he gets an error message, device not ready." | + | |
- | | + | |
- | + | ||
- | b) Good: "Last night' | + | |
- | I investigated this morning, I've found a flashing red-LED | + | |
- | light on disk DKA100. | + | |
- | | + | |
- | Bad: "I guess backups are failing... Can you fix it for me?" | + | |
- | + | ||
- | c) Good: "One of my authorized users, JSMITH, cannot login to VMS | + | |
- | using SSH from her PC and a PuTTY terminal emulator. | + | |
- | last logged in two days ago using Telnet. | + | |
- | | + | |
- | Bad: "Users can't login, my system' | + | |
- | + | ||
- | **4.** Where available (and this is nearly all the time), be ready to provide exact VMS error messages, or error message text from whatever layered software or third-party software is failing. | + | |
- | + | ||
- | Also, where possible, provide the exact DCL (command line) command which is generating the error. | + | |
- | + | ||
- | Example: | + | |
- | + | ||
- | a) Good: $ directory /size /date $32$dqa1: | + | |
- | | + | |
- | | + | |
- | | + | |
- | + | ||
- | + | ||
- | ===== What Happens Next ===== | + | |
- | + | ||
- | **5.** The PARSEC VMS Technical Support specialist will contact you within your support contract' | + | |
- | + | ||
- | Because you've previously provided the information specified in Step 2 (above), exchanging this additional information will be much more efficient. | + | |
- | + | ||
- | During the initial contact, your specialist will likely ask questions to clarify understanding of the problem, and will also ask you to provide and/or generate additional information about the problem, the operational environment, | + | |
- | + | ||
- | You may be asked to execute one or several DCL commands at the '' | + | |
- | + | ||
- | Your tech specialist will rely on you for " | + | |
- | + | ||
- | Your specialist may repeat the email requests for additional information as the overall picture of the problem emerges and builds. | + | |
- | + | ||
- | ===== Resolutions ===== | + | |
- | + | ||
- | **6.** As soon as a clear picture of the problem emerges from this conversation, | + | |
- | + | ||
- | ===== Closing the Case ===== | + | |
- | + | ||
- | **7.** Your Tech Support specialist will likely ask you for permission to close the case when you both agree that a successful resolution has been reached. | + | |
- | + | ||
- | Of course, any previously closed case can be re-opened with a future recurrence of the problem, or to supply more newly-available information if/as needed. | + |
how_to_initiate_a_vms_openvms_tech_support_call.txt · Last modified: 2018/09/17 16:41 by lricker