User Tools

Site Tools


how_to_initiate_a_vms_openvms_tech_support_call

Differences

This shows you the differences between two versions of the page.

Link to this comparison view

Both sides previous revision Previous revision
how_to_initiate_a_vms_openvms_tech_support_call [2018/09/14 22:26]
lricker add text about chat-box on home page
how_to_initiate_a_vms_openvms_tech_support_call [2018/09/17 16:41] (current)
lricker Obsolete -- replaced by how_to_initiate_a_parsec_tech_support_call
Line 1: Line 1:
-===== How To Initiate a VMS (OpenVMS) Tech Support Call ===== +(Obsolete ​-- replaced ​by how_to_initiate_a_parsec_tech_support_call)
-==== (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/​support calls from customers daily. +
- +
-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 "​eyes-&​-hands"​ with your computer system. +
- +
-Here's //how you can help us// to make each case resolutions effective and efficient... +
- +
------ +
-  * **//​__Note__//: ​ You (your company or organization) must have a current PARSEC Support Agreement in place to open any Technical Support issue.** +
-  * **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 email **''​experts@parsec.com''​**,​ or inquire at **[[https://​www.parsec.com/​about/​inquire.php|www.parsec.com/​about/​inquire.php]]**. +
-  * You can also talk directly with a sales rep via our **chat-box** on **[[https://​www.parsec.com/​|www.parsec.com/​]]** -- find it at the bottom right of our home page. +
-  * 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'​s 24x7 Support Line: +
- +
-**866-372-7732** (or **866-3PA-RSEC**) +
- +
-If you've registered as a PARSEC Member, you can also log a new case at **[[https://​www.parsec.com/​members|www.parsec.com/​members]]**. +
- +
-This call will be answered quickly ​by a non-technical support representative;​ their job is to get basic contact information,​ a quick problem description,​ and then get you in contact with the next-available tech-support specialist from the PARSEC Support Team for your operating system. +
- +
-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 "​now"​ (please, no corporate switchboard or "​main"​ phone#s; provide either **your cellphone** (preferred),​ or your direct-to-desk phone if you're there)\\ +
-  - **Your operating system**: ​ VMS, UNIX, LINUX\\ +
-  - **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: +
- +
-  * ''​support@parsec.com'' ​ -- Monitored by all operating system teams\\ +
-  * ''​vms@parsec.com ​   '' ​ -- OpenVMS issues only\\ +
-  * ''​unix@parsec.com ​  '' ​ -- Unix, AIX, HP-UX, TRU64 (and other variants)\\ +
-  * ''​linux@parsec.com ​ '' ​ -- Linux, any distro or flavor\\ +
- +
-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 "​getting started"​ information to the PARSEC VMS Tech Support specialist who answers your call: +
- +
-**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 ​ == "PIPE show system /noprocess " - +
-               + "; write sys$output "" ​ Architecture ​ = ''​F$GETSYI("​ARCH_NAME"​)'""​ " - +
-               + "; show cpu /full | SEARCH sys$pipe ""​Serial Number""​ " - +
-               + "; show memory /physical | SEARCH sys$pipe ""​Physical Memory""​ /​WINDOW=(0,​1)"​ +
-  $ sysinfo +
- +
-__or__: +
- +
-Just cut-&​-paste the following long line onto your DCL command line (all of it; this command is identical to the one above), then hit ''​Enter'':​ +
- +
-  PIPE show system /noprocess - +
-  ; write sys$output " ​ Architecture ​ = ''​F$GETSYI("​ARCH_NAME"​)'"​ - +
-  ; show cpu /full | SEARCH sys$pipe "​Serial Number"​ - +
-  ; show memory /physical | SEARCH sys$pipe "​Physical Memory"​ /​WINDOW=(0,​1) +
- +
-//Hint//: Use your mouse to select all four lines above. ​ When the whole command is selected, enter ''​Ctrl/​C''​ to copy it to your paste-buffer. ​ Then go to your terminal window logged into VMS (e.g., your PuTTY session), and enter ''​Shift+Insert''​ to paste this text into the command line... hit ''​Enter''​ to execute the command. +
- +
-In either case, you'll see something like this: +
- +
-  OpenVMS V8.4  on node CLASS8 ​   6-SEP-2018 15:​07:​27.74 ​  ​Uptime ​ 51 05:30:49 +
-    Architecture ​ = IA64 +
-    Primary CPU   = 0 +
-    HWRPB CPUs    = 2 +
-    Page Size     = 8192 +
-    Revision Code = +
-    Serial Number = (virt.) US42779094 +
-                  Serial Number..: 0001c606a2cad9bc +
-                  Serial Number..: 000266ffb74dbc96 +
-   ​Physical Memory Usage (pages): ​    ​Total ​       Free      In Use    Modified +
-     Main Memory (1.99GB) ​           262096 ​      ​46466 ​     211634 ​       3996 +
- +
-When you run either of these commands, just cut-&​-paste the resulting output into an email message for us, typically in response to the PARSEC'​s introductory email, ''​Subject:​ Case //XXXX// has been logged for //​YourCompanyName//​ by //​VMStechName//''​. +
- +
-Be sure that all of your email correspondence about this case includes the "Case //​XXXX//"​ (where //XXXX// is your case number) as the first two words of the Subject: line. +
- +
-===== 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.** ​ A simple, concise and focused description of the problem. +
- +
-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."​ +
-     ​Bad: ​ "​We'​re getting a not-ready message."​ +
- +
-  b) Good: "Last night'​s routine BACKUP command file failed, and when +
-           I investigated this morning, I've found a flashing red-LED +
-           light on disk DKA100. ​ I've got the BACKUP command file +
-           ​script for you if needed."​ +
-    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. ​ She +
-           last logged in two days ago using Telnet. ​ Can you help me +
-           ​troubleshoot this?"​ +
-     Bad: "Users can't login, my system'​s down."​ +
- +
-**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. ​ Can the problem be reproduced at-will? +
- +
-Example: +
- +
-  a) Good: $ directory /size /date $32$dqa1:​[bjones] +
-           ​%DIRECT-E-OPENIN,​ error opening $32$DQA1:​[BJONES]*.*;​* as input +
-           ​-RMS-E-DNR,​ device not ready, not mounted, or unavailable +
-     ​Bad: ​ "We get a bad-directory error."​ +
- +
- +
-===== What Happens Next ===== +
- +
-**5.** The PARSEC VMS Technical Support specialist will contact you within your support contract'​s SLA window, either by phone or by email. ​ Your specialist will likely follow your case all the way through to resolution, although s/he will likely consult with the rest of the VMS team as needed, and draw on the team's overall experience and expertise. +
- +
-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,​ and the VMS system itself. +
- +
-You may be asked to execute one or several DCL commands at the ''​$''​-prompt -- it is always best to do these commands from the privileged SYSTEM account, or from another sys-admin account (such as your own) which can activate the necessary VMS privileges. +
- +
-Your tech specialist will rely on you for "​eyes-&​-hands"​ on the system, so be careful to execute the commands/​requests s/he makes and to cut-&​-paste all relevant output, plus any other information which can help shed light on the problem and its solution/​resolution. +
- +
-Your specialist may repeat the email requests for additional information as the overall picture of the problem emerges and builds. ​ Be patient, but also be forthcoming with additional information if/as things do occur to you which might help.  More information is (usually) better than less... +
- +
-===== Resolutions ===== +
- +
-**6.** As soon as a clear picture of the problem emerges from this conversation,​ your specialist -- backed by the PARSEC Tech Support team -- will usually offer a best-effort diagnosis of what the root problem is, what may have caused it, and how to remedy or repair the problem. ​ Proscriptive (preventive) steps may also be offered. ​ It will be up to you to implement whatever steps and/or remedies your specialist will offer. +
- +
-===== 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. ​ It's okay to confirm permission to close at this point. +
- +
-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