to our: cilstomans...
`
`ince VM Software‘s
`founding in 1981, we
`have worked hard to
`provide the best possi-
`ble software for data
`Center management in
`the VM environment.
`The result is a family of
`products and services
`that meet your needs
`today and can adapt
`easily to your needs in
`the future.
`As part ofour service
`to you, we are providing
`this handbook to make
`it easier for you to com-
`municate with our
`Customer Services staff.
`This handbook includes
`
`our Hotline number and a. list of contacts for q ues—
`tions other than product support. It also outlines
`the information our (‘ustoiner Services staff will ask
`of you so they can respond more quickly to your
`questions.
`
`About one third ofthe
`people at VM Software
`work in our Customer
`Services Department.
`We seztrch out only the
`best people—people
`who have proven their
`prol)lem~solving abili-
`ties, their technical
`knm-vledge, and their
`interest in working with
`you. Our staff combines
`technical expertise with
`an understanding of
`issues that are of con-
`cern to users, and will
`go that extra mile to find
`solutions fin‘ your needs.
`Please feel free to call
`our Customer Services
`Hotline whenever you have questions or problems or
`when you just want to toss an idea around. Listening
`and responding to your ideas is part of our com mit-
`mom to you. We're always interested in what you
`have to say.
`
`Yours truly.
`
`(Dawn 9%
`
`David L. Taylor
`[)it‘eC'1’o1',
`Customer Services
`
` o»——jL\\
`
`Rich-2n'(l L. Earnest,
`President. an d
`Chief Operating Officer
`
`

`
`WELCOME TO VM SOFTWARE CUSTOMER SERVICES
`
`In handlmuk will acquaint you with our CustomerServncos ponplo
`and Lhe sllppurr they provide, We have mclude(liu[ormz1Linn un:
`I How to wnta«:t us
`. How we handle ymlrcalls
`- Tlps on hvlping us1=xpr\d|tpprnhIexu| n—mI.u um
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`- The se-N
`we pmvide
`. New rt-leases and |*i-leas(- summrt
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`
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`Ilalline llumbel-— (703) 264-8100
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`

`
`PRODUCT SUPPORT HOTLINE NUMBER—(703) 264-BIOO
`
`
`
`wmnnmuswusuvovcnu T
`
`I) l‘(‘C(‘iVU prompt sen/ice when
`you call for pmrluct supp-m, zllwa_v.s
`use the special (‘ slmner Services
`
`H()l.iil|(‘ l'l|lllli>k‘
`703) 2[i4—8l()().
`The Support A
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`an.swL~r< vuur call w ll CDl1ll(‘{‘l you
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`I l:Inllan('ement mquests
`IIOURS OF OPERATION
`Our prime support hours are fmnl
`8.30 a.nl. to 5:30 pm. Monday
`thruugh Fmlay (Eastern Time).
`llnwovcr, any hour of the (lay or
`night, 365 d(L_l/S a yam‘, u TS Rep is
`on call to l‘l‘5[!l)l'l(i In those cntical
`
`Sitllatlon. but can’! wait for regu—
`law business hours.
`Ifyou lull (l||l.Sl(ié' our prime
`suppnrl. hmlrs with a critical
`problem, you will be asked for 21
`pllonv number where you can be
`rv'.u'lu=d. A TS Rep will rntum your
`Call Within 34) minutes.
`You Lian mwn use our Hutliilo
`number to teach us in (’I7L(’!‘(]l-’Vl
`(sizes on these holidays:
`New Year’s Day
`Memorial Day
`lllllepelidellce Day
`Labor Day
`Thanksgiving Day and the
`next (lay
`Chr
`tmas Day
`
`When you call our Hotline uumr
`bet, aSupport Assistant answers
`and asks for your na1nc,comv
`puny, and the product you need
`help with. The Support Assistant
`quickly puts your call through to
`a TS Rep for that product.
`
`
`
`
`
`
`
`The TS Rep will request all tin-
`pcrI:inenI infnnnation leading to
`the problem and any special use
`ofthe product or special condi-
`tions at your site. All ofthis
`information will be tracked on a
`call log for reference‘ A sample
`call log form is provided at the
`back ofthis handbook so you'll
`know before you call some ofthe
`information we will request
`from you.
`
`O 0
`
`
`
`The TS Rep will then work with
`you to discover the nature ofthe
`problem as quickly as possible‘
`Over 90% ofcustomerquestions
`are resolved in less than an hour.
`But occasionally some further
`research is necessary. The TS
`Rep will then consult with other
`experieneed members nfthe
`product support teams. For
`problems requiring additional
`information, she'll go directly to
`our development staff. Our TS
`Rcjls have available m them the
`best resources to research and
`solve questions that require
`in-depth analysis.
`
`And then, ufcoI|1'§c,t.he solution
`is delivered to you. We never
`«lose our files on a call until you
`are satisfied with the results.
`
`IIOW TO HELP US
`||ElP YOU
`When you need technical assis-
`lance, you can help us lr~<pm1(l
`inure qu kly by L‘UllL‘(‘llllg inl'nl'—
`ll1'olli()lll’cl:ilC(l m the pmblmn and
`following these tips.
`Ilfa pmdllmml system I.‘ '
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`tell (he TS Ila]: the S(‘\.‘l‘l'l|} of
`the situation.
`I Unlcss the [lmhlenl you've
`en:-ountemd is a seven» almlll.
`try to l‘(‘pIl)(ill( L‘ the [!l'l1lll('lll.
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`I Tell us what release ofthe pr<)d—
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`tell us what release of
`
`VM ‘P (If VM/SP HPO you‘r<-
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`console lug‘ lllla can help
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`01105 ynll mm’: undu
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`ll‘Xl‘:l.V1i.ilill)l(‘ when yuu call.
`I Keep u1r—tu—rlulo willl our [)l'lNl—
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`I Help us kt-op our Customer cm!-
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`son as 41ul(‘l\'ly as ]I()S!~i|l)i(‘.
`
`

`
`.4»
`
`
`
`TECNNICAI. PUBLICATIONS
`The technical publications that
`support nurpmductb um written
`and pmducml by incxnbers of
`
`Llw I’ul)l' mm 1l‘t)|I[)\’L’Illtln
`Uustonter Servitm-st
`Tho Publkatiuns (‘xmup \'mrk.~'
`closely with the [)I(\(ll|L‘l s'uppm't
`teams and software dovnlop(~rs to
`tnztlw sul‘(“;|llnu!‘(lt)(‘ulI1(‘llt1lll(7I|
`IS le<'hni('ally :‘(V(‘lUrat(‘t The r>ru(l—
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`with the software l1)l”2t((‘llI"tl(’y,
`co1npletencss.nn(l (‘awe ofn
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`
`We encourage your c-munu-nts
`and suggestions for i1It1)1'u\/eluenls.
`11’you l\ZlVl‘ (-omm<-ms about our
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`eaclt book and mail the form to
`us Or, ifymi prefer, mention them
`tn one ofour TS Reps.
`
`to the technical contacts for our
`pmdxlcts. VMSIDi7v-ctAccess
`contains articles that:
`I Tell you how to uec mtrpmrlucts
`
`more effective
`I Provitlo «xlutions tn ])l'Ulll(‘|\’lh
`rliscovcrvnl since the lust l(‘.l\“:1ht‘
`I Let you know about future
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`tribute articles (0 ham yourideas.
`
`oxptlrieitm-2.5, mm»
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`usage hint»: with fellow users.
`SCHEDULED
`MAINTENANCE
`l’c-riorli Ally, you will wait-e a new
`
`relo
`ofeztclt product ful‘which
`ynu have a cut tent Maint,«-nzmr-0
`and tjnmtnmurent ztgwement.
`This new pmdutt rels-' 9 will < (me
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`roquestwl by our custnniers, and
`correctiort for all known prob-
`9
`lems Additionally, wilh each '
`
`nf VJIJST Ifirecr A(Tess we proviclc
`you with conections ofall known
`pmduct prulilcms.
`UNSCNEDULED
`MAINTENANCE
`If you experience at pmblcm that
`we determine to be an internal
`coding pn>l)lem(21s <>ppos<xl to 21
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`
`IMPIEMENTATION ADVICE
`Uur TS Reps axe available to help
`you insmll and tailor our pmclucts
`rmr y(lllI'SllP, Duringpmdu<‘t1il;m—
`
`ning, yuux~TS Rep min giv you tim
`and lcvllltltltlch on how tu got the
`mmt h(-nefil fnun nur prodttcts
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`Hops ("An help you m-puml your
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`syslvnr as vour Mite grow.
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`
`your llP9flh htmge. Even If your
`sin» znul III‘-('(l> remain stable,
`we can help you lI|Cl‘£‘aS€ your
`benefit from our products by
`helping you inurlcmcnt the new
`est feat ures and enhancetnenls
`as they l’)(‘,(',0|T\(‘ available.
`VMSI DIRECT
`ACCESS NEWSLETTER
`I’mtltI(‘t rlcvclopmentztml err
`ltattzwuent are ongoingprorex. vs
`at VM Srxfhvrtm. To keep you np—m—
`date on our pru(iu<'t,> between
`releases CtnstmuvrServi(‘(>s1)rn—
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`rihutc» the VMSI
`
`
`1’)r'rvr-/ Ar-r .
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`
`
`
`.1
`
`IF YOU NAVE
`OTNER QUESTIONS
`11 you have qur-stmn.~. otlmr than
`pmdurt suppoxt, you whunltl call
`the appmpnatc phone number
`from the list :11 the right.
`TNE CPUID RECORD
`VM Soltwwirc pmdut-t. uqnirv (\I’ll
`identification to run. A CPUID
`rot-urd 1.» slunpc-tl to you with yaur
`
`(it
`rtbutirm par ago Ezu-h |)r(t(l—
`uet's configuration file must
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`her, and the expiration dam and
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`When the expiration (late ix
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`ing mes.-mge mm the pm<Iti('t will
`won stmp l'unL'tinning. When the
`gmre perinrl has expired, the prod-
`uct will not run.
`Ifyau have any questions or
`])|‘t)I)ll‘,|TlS rogartlimz your CPUID
`l’(‘(‘(II‘ll, you can Call the (‘Pl TIT)
`Allministnamr at (703) 264—8ll)0
`
`QUESTION
`Billing Questions
`CPUlD Questions
`
`CONTACT
`Actmwtlng
`LPUlD Adrmnlstrutar
`
`PNONE
`(703)
`2&4-8000
`(703)
`Z(>4—8l00
`
`Direct Access Mmlmg |.lSl
`Documentation Orders
`Latest Release Levels
`Ivlumlenanrs: and Ertrtartacrnurtl Plan
`Maintenance Tapes
`
`Name/Address thnnges
`New Pruduct Orders
`Sblpplng Information
`
`Support Assrslmrl
`Support Assistant
`Supporr AS3l3ltJnl
`Attuurmng
`Suppuit ASSlSl(llil
`
`Support Assistant
`Your Sales Rep
`Support Assistant
`
`(703)
`(703)
`(/03)
`(703)
`(703)
`
`(703)
`(7C3i
`(/03)
`
`2é4—El no
`?(>4 Bl00
`264-8 l U0
`264 8000
`26«I—8l 00
`
`zamsruo
`26/F8000
`2(>4rs‘uo
`
`

`
`NEW CUSTOMERS
`
`PRODUCT RELIABILITY
`
`
`
`ENSURING
`YOUR SATISFACTION
`
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` SAMPLE CALI lOG FORM
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` VM soitwm, mc.
`
`
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`
`VMSDRT—a utility pmgmnl ln
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`OUR PRODUCTS
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`TS Rep
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`(P/(MS level
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`N/A
`
`Dump’
`N
`V
`New mum
`V
`N
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`Resoluixon Eodelsl
`l—Problem Ruporv Generated
`2—tnhumcmem Request Genermed
`3—Shon lerm Flx Supplied
`A—Pevmunem Hx Supphed
`5—Answey Supplled by Rep
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`NAMES 8. om