Additional Information Sources

Other Sources of Information

Java

For more information about Java, you may want to visit JavaSoft's Web site at http://java.sun.com. Within that site is a wealth of information about Java, including a frequently asked questions compilation, and a variety of white papers and technical documentation.

GemStone Facets

GemStone provides several sources for product information and support. Facets product manuals provide extensive documentation, and should always be your first source of information. GemStone Technical Support engineers will refer you to these documents when applicable. However, you may need to contact Technical Support for the following reasons:

Your technical question is not answered in the documentation.
You receive an error message that directs you to contact GemStone Technical Support.
You want to report a bug.
You want to submit a feature request.

Questions concerning product availability, pricing, keyfiles, or future features should be directed to your GemStone account manager.

When contacting GemStone Technical Support, please be prepared to provide the following information:

Your name, company name, and Facets license number,
the Facets product and version you are using,
the hardware platform and operating system you are using,
a description of the problem or request,
exact error message(s) received, if any.

Your GemStone support agreement may identify specific individuals who are responsible for submitting all support requests to GemStone. If so, please submit your information through those individuals. All responses will be sent to authorized contacts only.

For non-emergency requests, you should contact Technical Support by web form, email, or facsimile. You will receive confirmation of your request and a request assignment number for tracking. Replies will be sent by email whenever possible, regardless of how they were received.

GemStone Web Site: http://support.gemstone.com

The preferred method of contact. GemStone's Technical Support website provides a variety of resources to help you use GemStone products. Use of this site requires an account, but registration is free of charge. To get an account, just complete the Registration Form, found in the same location. You ll be able to access the site as soon as you submit the web form.

The following types of information are provided at this web site:

Help Request allows designated support contacts to submit new requests for technical assistance and to review or update previous requests.
Technotes provide answers to questions of general interest submitted by GemStone customers. They may contain coding examples, links to other sources of information, or downloadable code.
Bugnotes identify performance issues or error conditions that you may encounter when using a GemStone product. A bugnote describes the cause of the condition, and, when possible, provides an alternative means of accomplishing the task. In addition, bugnotes identify whether or not a fix is available, either by upgrading to another version of the product, or by applying a patch. Bugnotes are updated regularly.
Patches provide code fixes and enhancements that have been developed after product release. A patch generally addresses a specific group of behavior or performance issues. Most patches listed on the GemStone Web site are available for direct downloading.
Tips and Examples provide information and instructions for topics that usually relate to more effective or efficient use of GemStone products. Some Tips may contain code that can be downloaded for use at your site.
Release Notes and Install Guides for your product software are provided in PDF format.
Documentation for GemStone Facets is provided in PDF format. This is the same documentation that is included with your Facets product, with the exception of the API reference files (HTML files).
Community Links provide customer forums for discussion of GemStone product issues.

Technical information on the GemStone Web site is reviewed and updated regularly. We recommend that you check this site on a regular basis to obtain the latest technical information for GemStone products. We also welcome suggestions and ideas for improving and expanding our site to better serve you.

Email: support@gemstone.com

Please do not send files larger than 100K (for example, core dumps) to this address. A special address for large files will be provided on request.

Telephone: (800) 243-4772 or (503) 533-3503

We recommend you use telephone contact only for more serious requests that require immediate evaluation, such as a production system that is nonoperational. In these cases, please also submit your request via the web or email, including pertinent details.

Emergency requests are handled by the first available engineer. If you are reporting an emergency and you receive a recorded message, transfer your call to the next available technical support administrator, who will take a message and immediately contact an engineer.

Non-emergency requests received by telephone will be placed in the normal support queue for evaluation and response.

24x7 Emergency Technical Support

GemStone offers, at an additional charge, 24x7 emergency technical support. This support entitles customers to contact us 24 hours a day, 7 days a week, 365 days a year, if they encounter problems that cause their production application to go down, or that have the potential to bring their production application down. Contact your GemStone account manager for more details.