Support information

This topic contains troubleshooting guidelines, information about how to contact Customer Support, and the support status for this and other releases.

Self-service support resources

Before contacting BMC Customer Support, BMC recommends that you access the following resources to resolve problems:

1. Refer to the Troubleshooting section of this documentation.
2. Log on to the BMC Support Knowledge Base.
3. Access BMC Communities, community.

Collect information for BMC Customer Support

If you encounter a problem that you cannot resolve, contact BMC Customer Support for assistance. However, before contacting the BMC Customer Support, ensure that you have the following information available so that the Customer Support team can begin working on your issue immediately:

• Product information:
  • Product name
  • Product version (release number)
  • Patches/hot fix applied
  • You have a new installation or you have upgraded any component of the PATROL solution, or the environment in which PATROL is running

• Operating system and environment information:
  • Platform and operating system versions
  • System hardware configuration
  • Related software (database, application, and communication) including type, version, and service pack or maintenance level
  • If High Availability is implemented. If yes, collect the details of the related software architecture setup

• Details of the problem that you are experiencing.
• If the issue is intermittent or constant (include the frequency and timeframes).
• What activities were carried out since last working state? For example, system or product configuration changes, other product installations. If possible, prepare a sequence of events leading to the issue.
• Product error messages
• Messages from related software

Contacting Customer Support

If you have problems with or questions about a BMC product, or for the latest support policies, go to Support Central . You can search the Knowledge Base for help with an issue or download products and maintenance.

If you do not have access to the web and you are in the United States or Canada, contact BMC Support at 800 537 1813. Outside the United States or Canada, select your country at Contact BMC to view local Support Contacts.

Support status

As stated in the current BMC Product Support Policy , BMC provides technical support for a product based on time rather than number of releases. For subscription-based product support, see the BMC Software Subscription Services Support policy .