Technical Support

GemStone provides several sources for product information and support. The product-
specific manuals and online help provide extensive documentation, and should always be 
your first source of information. GemStone Technical Support engineers will refer you to 
these documents when applicable. 

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

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.

Documentation for GemStone products are is provided in PDF format. This is the same 
documentation that is included with your GemStone product.

Release Notes and Install Guides for your product software are provided in PDF format 
in the Documentation section.

Downloads and Patches provide code fixes and enhancements that have been developed 
after product release. Most code fixes and enhancements listed on the GemStone Web site 
are available for direct downloading.

Bugnotes, in the Learning Center section, 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.

TechTips, also in the Learning Center section, 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.

Community provides 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.

You may need to contact Technical Support directly 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 GemStone/S license number

* The GemStone 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, the support website is the preferred way to contact 
Technical Support. Only designated support contacts may submit help requests via the 
support website. If you are a designated support contact for your company, or the 
designated contacts have changed, please contact us to update the appropriate user 
accounts. 

Email: support@gemstone.com

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

Requests for technical assistance may also be submitted by email or by telephone. We 
recommend you use telephone contact only for more serious requests that require 
immediate evaluation, such as a production system that is non-operational. In these cases, 
please also submit your request via the web or email, including pertinent details such 
error messages and relevant log files.

If you are reporting an emergency by telephone, select the option to transfer your call to 
the technical support administrator, who will take down your customer information 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. For more details, contact your 
GemStone account manager.
