Borland Developer Support

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BORLAND ENTERPRISE DEVELOPER SUPPORT
Important Information to Have
Before Contacting Borland Developer Support
In order to be able to reach Borland Developer Support, you must have an access id. If you are a named contact on an active Support Contract and you have not received your access id, please send email to borland-assist@borland.com including your name, e-mail address, phone number, address, company name and contract number.
If you are not the named contact on your company's support agreement, you cannot contact Borland support directly. Typically a Gold Support Contract has two named contacts and a Platinum Support Contract has five. The contacts can be replaced by sending an email to borland-assist@borland.com including your name, e-mail address, phone number, address, the name of the individual that is to be replaced, company name and contract number. Your email should also cc the person that is to be replaced.
Having all of the following information available before you call Borland Developer Support will help us create and log a case for you. In addition, having the requested information will assist us in solving your problem in a more timely fashion.
Necessary Information

1. Name
2a. Company
2b. Site
3. Phone Number
4. Platform(s) (OS) including version
5a. Borland product name and version
5b. Any patches or service packs applied
6. Client language and version (if applicable)
7. Database and version (if applicable)
8. Detailed description of the problem
9. Detailed history of this problem
10. Log files which indicate the problem
11. Any special circumstances surrounding the discovery of the Incident.
Note:

As the Enterprise products may be used to develop and deploy unique applications in diverse environments, the most effective way to get an issue resolved is to provide a small test case that demonstrates the problem behavior. It should be reproducible independent of your environment and other third party products. Many of our customers succeed in demonstrating problems by modifying the examples that ship with the product.
It is very often important to have the log files from both the client and the server side. This is often the only way which we can gain a comprehensive understanding of what is happening in your particular situation.

If you wish to create a new support case, you may do so by entering our Online Support Area
Please note that each question or problem that you need support on should be entered as a separate case.
The default priority for all new cases is medium. Please note the following priority definitions. We reserve the right to alter the priority of a case if the requested priority does not fit our definition.
High Priority: Critical business impact. A High priority may also be assigned to a case which results in the inability to use a mission critical application.
Medium Priority: Some business impact. The problem seriously affects the functionality of the software, but can be circumvented so that the software can be used; or implies that a program or functions remain unaffected; or that the product as a whole functions but that a certain function is somewhat disabled, gives incorrect results or does not conform to the specifications.
Low Priority: Minimal business impact. This priority is also used for questions, comments, and requests for enhancements to the software.
You may also contact support via email at vb-support@borland.com or call us at 800 353-2211
When calling or emailing, you will need to provide a valid access id.
If you are emailing us regarding an existing case, please include the case number in the subject line. You must send all email correspondence to this address, even if you are working with an individual support engineer.

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Last Modified Thursday, 19-Jun-2003 11:45:02 EST