Follow these instructions to ensure a speedy response to a technical issue that requires immediate attention from BASIS. See the Technical Support Policy for further details.
If you purchased your BASIS product from a distributor, reseller, OEM or any company outside the United States, please contact your representative for technical support.
Available support for:
BBj/BBx - Domestic
BBj/BBx - International
Barista
AddonSoftware
Note: BASIS also offers support to customers with evaluation licenses via an online Evaluation e-Support Request.
BBj/BBx - Domestic Support (back to top)
If you purchased your product directly from BASIS, please contact them by one of the following methods, listed in descending order of call priority:
Primary Methods
Secondary Methods
- Discussion forum – allow discussions among the developers in the group with limited BASIS input
- Fax +1.505.344.9057 (only if no other methods are available)
Required Information
BASIS Support Analysts require the following to open an incident report:
- Product serial number(s)
- Name of the product
- Revision level
- Contact information, including your name, your company, and a telephone or fax number or return e-mail address
- Detailed description of the problem, including any error messages and TCB(10) values. If possible, isolate the code block or function in which the error is occurring and provide us the values of any variables referenced in it.
In addition, the following information is helpful in providing you the best possible support and most accurate answers:
- What is the operating system and revision level?
- What version is the JRE you are using with BBj?
- Is the error reproducible or sporadic?
- Is the error isolated to a specific machine or user?
- Is the problem concerning a new or existing installation?
- Do you think the problem may be network related? If so, provide details about your network.
About BASIS Responses
BASIS Technical Support enters all requests automatically into the Technical Support Call Tracking System and assigns an identification number. BASIS follows all call-tracking system entries through to resolution.
BASIS responds within one business day during business hours 8:00 a.m. to 5:00 p.m. Mountain Time, Monday through Friday (except for company holidays).
Search the Web Site For non-emergency issues with Internet access, search the BASIS Web site and the Technical Support Knowledge Base for articles, white papers, or documentation. These solutions to other developer problems may be similar to yours and contain explanations and information useful in isolating or solving the problem.
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