11. Technical Support and Assistance¶
At 60East, the most important part of what we do is helping people deploy systems that utilize AMPS and supporting them in maintaining the ongoing and intended operation of those systems. Considering that AMPS is often used in essential systems that push the limits of hardware, network and storage capacity, we know that support is essential to help you build, deploy and maintain the kinds of cutting-edge applications that we built AMPS to handle.
During the evaluation and development stages, we encourage you to share details with us about what you are building. This way, we can provide assistance with the design and architecture process. Once your application goes into production, use 60East support to help diagnose and correct issues that fall outside of the normal operation of the application.
The level of support you have available is dependent on your support agreement. For an outline of your specific support policies, please see your 60East Technologies License Agreement. Support contracts can be purchased through your 60East Technologies account representative.
Support Steps¶
You can save time if you complete the following steps before you contact 60East Technologies Support:
Check the documentation
The problem may already be solved and documented in the User Guide or Configuration Reference Guide for the product. Check the support site at http://support.crankuptheamps.com where 60East Technologies also provides answers to frequently asked support questions.
Isolate the problem
If you require Support Services, please isolate the problem to the smallest test case possible. Capture erroneous output into a text file along with the commands used to generate the errors.
Collect your information
- Your product version number.
- Your operating system and its kernel version number.
- The expected behavior, observed behavior and all input used to reproduce the problem.
- Submit your request.
- In your email to crash@crankuptheamps.com include the minidump file if you have one.
The AMPS version number used when reporting your product version number follows a format listed below. The version number is composed of the following:
MAJOR.MINOR.PREVIEW.HOTFIX.TIMESTAMP.TAG
Contacting 60East Technologies Support¶
Please contact 60East Technologies Support Services according to the terms of your 60East Technologies License Agreement. Visit the support site at http://support.crankuptheamps.com for evaluations.
Support is offered through the United States:
| Web: | http://support.crankuptheamps.com |
|---|---|
| E-Mail (non-technical): | sales@crankuptheamps.com |
Other support options (such as support via phone, dedicated engineers, and so on) may be available, depending on the terms of your support agreement.