Contacting Technical Support

To help us better assist you, when you contact us for technical support, please be prepared to provide us with the following information:

• Your name, phone number and company name.
• Your Pathlore customer number.
• Your Pathlore serial number, if known.
• The incident number, if referring to an open problem.
• Product name and release number.
• Type of issues - System or End-User
  • Systems issues include questions about or problems with installation, application of PTFs/fixes, ABENDS, system errors, utilities, interfaces to applications, and operating environments.
  • End-User issues include creating/updating courses or reference and help material, uploading information, maintaining files, and administrating courses and students.
• When the problem began, whether it can be reproduced, and how severe it is.
• The complete text of any error message.
• Circumstances or events that led to the problem, including any changes in your environment.
• Any known PTFs or fixes applied to your system.