|
GoldenGate Software is fully committed to providing timely, high-quality service to all of our customers. Our Technical Support analysts can be contacted via email, live assistance is available over the phone or through interactive WebEx web meeting sessions, and a customer support website is available around the clock.
If You are a Customer Requesting Support:
There are several ways to contact GoldenGate for support. Also, please read below for a list of the information we will need you to provide GoldenGate, so that we may give you the fastest, best possible support service.
- Business Hours Support -- Available during business hours, Monday-Friday (customer's local time).
- Please use the guidelines in the table below if you are contacting us with a service request or to report a problem.
- Submit your support request by clicking "Search Knowledge Base," then choose "Submit Request" on the left navigation (Login required).
- Gold and Platinum Support Customers may also call support at +1 (415) 369-4357 (HELP).
- 24-Hour/After-Hours Support - Severity One cases -- Available 24 hours a day, seven days a week for all Support Levels.
- Please use the guidelines in the table below if you are contacting us with a service request or to report a problem.
- Submit the support case through our support website in the same manner as Business Hours Support (see above), and clearly state in the ticket the impact to the production system.
- Gold and Platinum Support Customers, may also call support at +1 (415) 369-4357 (HELP).
- If there is a problem with submitting your ticket through the web site please email all information to ggshelp@goldengate.com
-
Case Escalation Procedure -- To escalate the priority of a current support case, you may do one of the following;
- 1) Add a comment to an exisiting support case asking the support analyst to increase the case priority.
- 2) Call the GoldenGate support line at 415-369-4357 and ask the support analyst to escalate your case.
NOTE: If you are calling from outside of the USA, please remember to include the country and city codes to your contact telephone number, to prevent any delays in returning your call.
When reporting a customer support problem, please include the following information:
|
| Contact Information |
- Company name
- Contact person name
- Contact person phone number and email address
|
| System Information |
- Operating system type and version (i.e., Solaris 8, HPUX 11, etc.)
- Database type and version (i.e., Oracle 9.2, Sybase 12, etc.)
|
| GoldenGate Information |
Version |
| Type of Implementation |
Include any such pertinent information:
- Uni-directional or bi-directional
- Tandem to Tandem, Oracle to Tandem, etc.
- Related to system migration, disaster recovery, data integration, etc.
|
| Impact Severity Level |
- Critical production outage or urgent bug fix required - any condition causing the replicated system to be unusable.
- Serious performance degrade - production performance problem that is seriously degrading that system's ability to perform required business functions or keep data replicated in timely manner.
- Problem of high concern but has a work-around - this may include a development problem that is keeping a project from moving to production until resolved.
- Problem of some concern but has a work-around
- Problem impacts testing but not production
|
| Description of the Problem |
Include any pertinent details as well as anything out of the ordinary that may have or be contributing to the problem and will help with analyzing the incident. Examples may include cold load, system upgrade, network outage or failure, database brought down abruptly, etc.
|
| Attach if emailing: |
- GoldenGate Parameter file
- GoldenGate Report file
- GoldenGate Discard file (if available)
- System event messages
- Core dump or associated ZZSA file
- GoldenGate queues
- Trigger scripts
|
|
