Please submit a “Ticket” simply by sending an e-mail via the contact form below. Include as much information as possible. Please follow our suggested guidelines (on the right) absolutely as it will expatiate the resolution of your support request.
To ensure transparent management of the AO product, it is essential to track all support requests, malfunctions, and new functional enhancements in a proper manner. TEMBO has implemented a support management system called Request Tracker (RT), where every request generates a “ticket” with a unique tracking number. RT responds to the “Requester” with a “Ticket Received” confirmation email and notifies the queue manager of the new ticket.
TEMBO undertakes to provide feedback on each ticket received within 48 hours. This feedback depends on the type of request but the intent is to inform the requester of the plan of action and/or lead-time for the request. TEMBO may also request additional information needed to resolve the ticket at this time.
Depending on the type of requested activity, the requester may receive additional feedback on progress or other communication as necessary.
2. Submitting a “Ticket”
3. Log On Support
If the customer provides TEMBO access and a logon to their IBM i where the customer installed the AO Foundation product, this allows TEMBO to provide enhanced and simplified support. We can negotiate such access at the time we sign the support agreement. Such support involves no additional costs or discounts, but serves to make the support of the AO product easier for both parties.
With Log On support in place, the Requester raises a ticket in the manner described above but instead of extracting and attaching compilation listings, job logs and screen prints to the email, the Requester places these supporting documents and information into the ADSERO output queue in the AO_GPL schema. TEMBO can then view and retrieve these as required.
In addition, the ability for our development team to repeat the user’s actions in the same environment often results in faster problem resolution and quicker identification of workarounds to temporarily overcome the problem.
4. Emergency Patches
If the nature of the error negatively affects the users to the extent that they cannot wait for the next release of AO and no workaround is available, TEMBO can “patch” (with the customer’s approval) the AO code directly in one of two ways.
With “Log On Support,” TEMBO can patch the AO code directly on the customer’s machine.
Without “Log On Support”, TEMBO supplies the customer with a zipped IBM i save file (*SAVF) containing the patches, along with instructions on how to install them.
Note: We advise use of this method of “patching” the AO code only in extreme circumstances, as it could theoretically cause stability problems within the code, particularly if done on a repeated basis.
AO Support Process Version 4.1 – Published 2 January 2018