For over 15 years we've been supporting thousands of our customers around the world. One thing that is very inconsistent is the information received when a customer asks for support.
I would like to outline what you can do to make sure we, or any vendor, can provide top notch support as quickly as possible.
Software Name and Version
First and foremost the name of the software and version of that software is a great start. The name of the software is normally pretty straightforward, but the version can be tricky to find in some cases.
Company Name and Contact Information
This may seem trivial, but sometimes we can't get all this information just from the your email address.
Your Machine's Serial Number and Model Number
Providing your machine's serial number and model number also helps us pinpoint who we are dealing with. We can link the serial number back to a customer and find any notes we may have on you, as well as what software you've purchased.
A Complete JOB LOG
This one is almost the most important, which is why we saved it for last to discuss.
We get a lot of support calls and emails saying "Software XXXXXX doesn't work. Why?" What's difficult about this is "doesn't work" can mean one of many things. So, providing a detailed description of the problem as well as a complete job log is invaluable to us when we are trying to provide you with top notch support.
What do we mean by "a Complete Job Log"?
This means we want to see the command that was run with all the parameters you used filled in. The CL source or RPG source just doesn't provide us with enough information most of the time. But, if we can see the command that was run as well as the messages in the job log after it, that helps.
What we recommend is this:
CHGJOB LOG(4 00 *SAME) LOGCLPGM(*YES)
Keeping these thoughts in mind you should be able to provide complete information to us at BVSTools or any vendor. The more information the better!