InfoResponse - Before You Call the Support Centre

Before you call the Australian Support Centre you should have certain information available. Use this checklist to ensure you have the required information when you call.

	Your Company site code;
	Your Name;
	Your telephone number;
	Your fax number;
	Your primary e-mail address;
	Your company's address;
	The name of the Information Builders' product(s) involved;
	The product release level;
	The operating system(s) involved;
	The release level(s) of the operating system(s);
	A description of the problem or question;
	Any specific error codes and/or system messages encountered.

Your six digit site code is important for opening your case in our customer support system. You can obtain your site code as follows:

FOCUS users
	Mainframe and UNIX At the native FOCUS command prompt enter '? RELEASE'. OpenVMS At the native FOCUS command prompt enter 'HELP SITECODE' MS Windows for FOCUS Six Click on "Help" and then the "About" menu options
WebFOCUS and iWay (EDA) users
	Contact your site administrator. If still in doubt then we will help you determine your site code when you call the Australian Support Centre.

Please consider the following questions prior to calling us. They will probably be asked when you call, and they may also help you gain more insight into your question or problem.

	What are you trying to do?
	Are you receiving any error messages or codes?
	Has the problem occurred before?
	If the problem hasn't occurred before, has anything in the environment or the application change? For example, was a new operating system release installed? Were there changes or additions to the application code? Has the system's directory structure changed?
	Is the environment functioning properly? For example, if a network or communications subsystem is involved, is it working properly?
	If you are trying to access a relational database and are getting errors, can you access the database using the RDBMS' native tools or language?
	If the problem is occurring with a complicated request, does a simple one generate the same results?

Have you received error codes, ABEND codes, or system messages connected with the problem? Please note any:

	FOCUS error messages
	ABEND codes