10/30/96, 4FAX# 1760 Using AIX Program Services ABOUT USING AIX PROGRAM SERVICES Program Services are: o provided for AIX and IBM licensed software products which operate on an AIX or other UNIX platform. o available for AIX and IBM licensed software products until notification terminating support is received. Code-related problems or documentation errors may be forwarded to IBM by facsimile, U.S. Mail (or equivalent) or Internet email. Voice support is available for a fee via AIX Support Line. o limited to code-related problems or documentation errors. All problems that are not documentation or code-related will be directed to the AIX Support Line for handling under a fee contract. IBM will respond in the same media as the inquiry. Cus- tomers will be notified of receipt of the problem report within two business days if notified by facsimile or Internet mail. If there has been no response within 2 business days, you may resubmit using one of the alternate reporting methods or you may contact your local IBM representative to follow up for you. You should receive a response from a specialist within 5 business days after receipt of acknowledgement. IBM will continue to charge for support not related to code or documentation errors via AIX Support Line. Customers may contract AIX Support Line to continue receiving voice support for software problems and questions. When contacting IBM with documentation or code-related prob- lems using Program Services, be sure to include all perti- nent customer and problem data, and if possible, a reproducible test case. The format of an AIX Problem Report is included in the following pages. Please ensure your response to Program Services is in this format. If you wish to fill out an electronic version of this form send an e-mail message to: Internet email: aixsupt@aix.boulder.ibm.com Subject: AIX Program Services This will generate an electronic response form to your e-mail account. To contact by Facsimile: Facsimile address: IBM Corporation Attn: AIX Program Services FAX phone: (512) 823-7634 Using AIX Program Services 1 10/30/96, 4FAX# 1760 Sending by Standard Mail or Overnight Delivery NOTE: Look at the "file Naming Convention" section of this document and name testcases accordingly. IBM Corp. / Zip 2900 / Bldg 42 Attn: AIX Testcase Dept. J66S 11400 Burnet Road Austin, TX 78758-3493 Extension 3-4050 Note: NO overnight delivery service delivers directly to bldg. 42, instead they are delivered to IBM Receiving. Please keep this in mind when choosing a delivery time. If you specify Saturday delivery you must first make special arrangements with an AIX Support specialist (1-800-225-5249 or 1-800-call-aix), otherwise there could be a delay of several days. AIX PROBLEM REPORT Customer Information NAME: Name of contact for the problem ____________________________________________________________ PHONE: Phone number of contact ____________________________________________________________ EMAIL: email address of contact (name@place.com) ____________________________________________________________ FAX: optional: FAX phone of contact ____________________________________________________________ CUSTOMER#: IBM customer number ____________________________________________________________ COMPANY: Company name ____________________________________________________________ ADDRESS1: 1st line of address ____________________________________________________________ ADDRESS2: 2nd line of address ____________________________________________________________ CITY: City ____________________________________________________________ STATE: State ____________________________________________________________ ZIP: Zip Code ____________________________________________________________ Using AIX Program Services 2 10/30/96, 4FAX# 1760 System Information TYPE: (7013, e.g.) ____________________________________________________________ MODEL: (560, e.g.) ____________________________________________________________ SERIAL#: (Serial number) ____________________________________________________________ AIX LEVEL: (Level of AIX, 3.2.5, e.g.) ____________________________________________________________ MEDIA: (Preferred media for PTF if required, 8mm tape, e.g.) ____________________________________________________________ ENV: (Please include information about your environment, i.e. configuration, disks, memory, adapters, network connections, applications running.) ____________________________________________________________ DESC: (problem Description must include the following information.) (What were you trying to do?) ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ (What were the results?) ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ (What steps did you perform?) ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ (What error messages were displayed?) ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ (What steps are required to recreate the problem?) ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ TESTCASE: (optional) Using AIX Program Services 3 10/30/96, 4FAX# 1760 If supporting data is sent, append here or list method sent, expected arrival date, media type, archive format. If the problem report is submitted by FAX or e-mail the PMR number will be returned by the same method of delivery. The PMR number must be included if the testcase is sent via alter- nate method. Using AIX Program Services 4 10/30/96, 4FAX# 1760 READER'S COMMENTS Please fax this form to (512) 823-4009, attention "AIXServ Informa- tion". You may also e-mail comments to: elizabet@austin.ibm.com. These comments should include the same customer information requested below. Use this form to tell us what you think about this document. If you have found errors in it, or if you want to express your opinion about it (such as organization, subject matter, appearance) or make sug- gestions for improvement, this is the form to use. If you need technical assistance, contact your local branch office, point of sale, or 1-800-CALL-AIX (for information about support offer- ings). These services may be billable. Faxes on a variety of sub- jects may be ordered free of charge from 1-800-IBM-4FAX. Outside the U.S. call 415-855-4329 using a fax machine phone. When you send comments to IBM, you grant IBM a nonexclusive right to use or distribute your comments in any way it believes appropriate without incurring any obligation to you. NOTE: If you have a problem report or item number, supplying that number may help us determine why a procedure did or did not work in your specific situation. Problem Report or Item #: Branch Office or Customer #: Be sure to print your name and fax number below if you would like a reply: Name: Fax Number: ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ END OF DOCUMENT (program.services.gen, 4FAX# 1760) Using AIX Program Services 5