GemStone Technical Support offers a variety of resources to help make your GemStone development process a successful one. Take a look below at a few to get you started.

1. Get as much training as possible before you start.

2. Familiarize yourself with the documentation so you can find information easily.

3. Use GemStone Professional Services to assist you in development and performance tuning.

4. If you don't have one already, register for a password.

5. On the website you can submit a help request, search the GS/J and GS/S KnowledgeBase, review tech tips and bug notes, and download patches and other add-ons. You can also search the site, and find all product documentation, including release notes & installation guides.

6. If you do need to submit a help request for tech support attention, you can either use the Help Request System or send an email directly to support@gemstone.com.

7. The essential information needed on the help request is:
   • GemStone product and version
   • Server platform and version
   • The business impact and severity of the problem
   • A clear description of the problem including any supporting information such as a stack trace
   • Your name, email address and phone number
   • Your GemStone license number

8. GemStone offers two support options:

   Standard Maintenance, which allows two contacts who may submit help requests for technical support, and provides you with updates including release of new product versions, bug fixes, patches and enhancements. GemStone also provides phone support if required during normal business hours.

   24x7 Emergency Production Down Support. This package gives a rapid response 24x7, 365 for production down situations. GemStone assists with production readiness and disaster recovery for no additional fee.

   For more information, please see Support Programs.

9. Use technical support for submitting help requests, bugs and feature enhancements. Your help request will be sorted according to priority and responded to appropriately. For new bugs, a bug number will be assigned and sent to the development team for analysis and possible resolution. Feature requests will be forwarded to the marketing team.

10. Because of the complexity of the product tech support requests we ask that you submit help requests via email. This minimizes confusion and allows the tech support engineer to gather much more information. If you feel the need to follow up with a phone call please feel free to do so, however most troubleshooting and dialogue takes place via email. The phone number for technical support is 1-503-533-3503, or 800-243-4772.

11. GemStone currently uses several user groups, for GemStone/J, GemStone/S and GemStone Facets. You will find the resources in the Community section of this website.

 
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