---------------------------------------------------------------------------- Submitting Bugs and Email Service Calls SunFLASH Vol 20 #18 August 1990 ---------------------------------------------------------------------------- This article contains two sections for submitting bugs. The first section describes procedures to use within the United States. The second section describes procedures within Europe. CONTENTS -------- Submitting Software Bugs: United States and Canada The Online Bugs Database (OBD) Information Provided by the OBD OBD Search Criteria Summary: United States and Canada Submitting Software Bugs: Europe Summary: Europe European Customer Service France Germany Italy The Netherlands Spain Sweden Switzerland United Kingdom Submitting Software Bugs: Intercon Summary: Intercon Australia New Zealand Submitting Software Bugs: United States and Canada ---------------------------------------------------------------------- This section contains information on reporting bugs within the U.S., for customers holding and not holding support contracts. Sun's United States Answer Center (USAC) accepts software bug reports from Sun users via electronic mail and by phone. The method you use to submit a bug report varies with your needs. U.S. users holding support contracts can report bugs to USAC via the (800) USA-4-SUN phone hotline. Canadian users holding support contracts should call their local support center. The USAC phone hotline is the fastest way for a customer to find out if a problem is known and if a workaround exists. The status of previously-reported bugs can also be obtained in this way. The list of open software bugs is contained in the Customer Distributed BugsList (CDB). U.S. customers holding support contracts can also submit bug reports electronically to the address sun!hotline (hotline@sun.COM). Canadian customers need to use hotline@Canada.sun.com. This method generates a service order, and can be used when lines of code or other information difficult to relay over the phone is needed to describe the bug. [] Whenever possible, customers should use the Online Bugs Database (OBD) described below before submitting bugs, to avoid resubmitting an already-known bug. [] Please note, however, that the alias onlinebugs-db@sun.com is not the appropriate avenue for submitting bugs. Customers who do not hold Sun software support contracts can report bugs via electronic mail to the address sun!sunbugs (or sunbugs@sun.COM). These reports are reviewed periodically to determine proper disposition. Those reports determined to be from supported customers are forwarded to the U.S. Answer Center for handling. Reports from customers who cannot be verified as holding a support contract are reviewed by Sun's engineering and support personnel. An internal bug report is generated if the reported bug is new and verifiable. Finally, customers not holding software support contracts may call the (800) USA-4-SUN phone hotline to report a problem and request support on a Time and Materials (T&M) basis. Canadian customers should call their local support center. In this case, please have a Purchase Order (PO) number for billing purposes. ---------------------------------------------------------------------- The Online Bugs Database (OBD) ---------------------------------------------------------------------- The OBD contains the same information as the Customer Distributed BugsList (CDB). The information available through the OBD is updated during the first week of each month. As a result, you receive the most timely information available on open known bugs and temporary workarounds for Sun software in an easily-accessible, online format. The OBD service is initially available only within the United States. Future plans include worldwide introduction and distribution. Information Provided by the OBD The OBD provides you with rapid telephone access to the following information. [] Software Bug Reference Number--a unique identification number assigned to each valid software bug by Sun [] Online Bug Synopsis--a one-line summary of the software bug [] Bug Description--a brief description of the bug, with examples if available [] Software release(s) in which the bug was reported [] Affected configurations [] Temporary workarounds, where available To use the OBD, simply dial the telephone number and enter the system password; both provided in the Online Bugs Database Reference Manual, part number 812-1001. The login is stb, and the password is sunizhot. The telephone numbers to use appear below for your convenience: Area Code 415 (USA) 969-7143 Area Code 408 (USA) 1-415-969-7143 Other Area Codes (USA) 1-415-969-7143 Intercon, Europe, and All Others For those outside the United States, please call your local support center for information on how to access the OBD in your area. The OBD reference manual is automatically sent to the site contact of all Sun customers holding valid support contracts. The OBD is available at all hours, except for scheduled updates and preventive maintenance. System support is available during standard U.S. Answer Center business hours by calling the support numbers given above. OBD Search Criteria After logging in, you can quickly search the OBD by any one of the below parameters. [] Keyword(s) [] Software Bug Reference Number [] Software Category (such as kernel, SunINGRES, or Datacomm) [] Software Subcategory (such as documentation related to a specific category) [] Software Release (such as 4.0, 3.5, 3.4, 3.2, 3.0) Search capabilities can be enhanced by combining several of the primary search parameters. For example, all release 3.4 NFS bugs within the network category can be searched. In most situations, you can locate a particular software bug and its related workaround within 30 seconds. To ensure that your OBD use is as efficient as possible, a fast, easy- to-use Help facility is also provided. Help is available throughout your OBD session. Summary: United States and Canada For U.S. contract customers, (800) USA-4-SUN is the best method to report bugs. Canadian contract customers should report bugs to their local support center. The hotlines to use appear monthly in the STB article entitled `World Hotlines'. The electronic mail address sun!hotline is available for U.S. customers to submit materials that are difficult to relay over the phone. Canadian customers should use hotline@Canada.sun.com. The OBD is available to research currently-known bugs. For non-contract customers, the electronic mail address sun!sunbugs is available to report bugs. To help us serve you better, please include the following information with all electronic mail reports. [] Your name [] The name and address of your organization [] Your Sun site code, if available [] Your workstation model and serial number [] The software release(s) you are running [] A description of the problem that you are experiencing [] Please do not submit bugs to sun!onlinebugs-db ---------------------------------------------------------------------- Submitting Software Bugs: Europe ---------------------------------------------------------------------- This section contains information on reporting bugs within Europe, for customers holding and not holding support contracts. Procedures for submitting bugs are similar to those used in the United States. All customers should use their local country Answer Center to report bugs, with contract customers receiving a specific follow-up. Sun customers not holding software service contracts can call their local Answer Center, and will need to provide a Purchase Order (PO) number at the time of the call. ---------------------------------------------------------------------- Summary: Europe ---------------------------------------------------------------------- To help European service centers serve you better, please include the following information with all electronic mail reports: [] Your name [] The name and address of your organization [] Your Sun site code, if available [] Your workstation model and serial number [] The software release(s) you are running [] A description of the problem that you are experiencing Detailed information for European Customer Service and individual countries follows. ---------------------------------------------------------------------- European Customer Service ---------------------------------------------------------------------- The European Customer Service office is located at the address shown below. Sun Microsystems Europe, Inc. Bagshot Manor Green Lane BAGSHOT Surrey GU19 5NL United Kingdom Telephone: (44) 276 51440 Telefax: (44) 276 51287 Telex: 859017 ---------------------------------------------------------------------- France ---------------------------------------------------------------------- Report bugs to the France Answer Center at the postal address shown below. Service "HOT LINE" Sun Microsystems France SA La Boursidiere - RN 186 92357 Le Plessis Robinson Cedex France Hotline Telephone: +33 1 30 67 50 80 Telefax: (33) 1 30 67 52 95 Special Dispatch Arrangements: Please provide Dispatch with the following items: System serial number or Contract number Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis, and order this support at the above address. ---------------------------------------------------------------------- Germany ---------------------------------------------------------------------- Report bugs to the Germany Answer Center at the postal address shown below. Hotline Sun Microsystems Stoerungsannahme Am Hochacker 3 8011 Grasbrunn 1 Germany Hotline Telephone: +49 89 4600 8321 Telex: 5 218 197 sun Telefax: 089/46008-400 Email Address: {sunuk,unido}!sunmuc!hotline Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. ---------------------------------------------------------------------- Italy ---------------------------------------------------------------------- Report bugs to the Italy Answer Center at the postal address shown below. Hotline Sun Microsystems Italia SpA Centro Direzionale Colleoni Palazzo Andromeda (Ingresso 1) Via Paracelso 16 20041 Agrate Brianza Milan Italy Hotline Telephone: +39 +39 60551 Telex: 326423 MBOX SUNITA Telefax: 039/6056764 Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. ---------------------------------------------------------------------- The Netherlands ---------------------------------------------------------------------- Report bugs to The Netherlands Answer Center at the postal address shown below. Sun Microsystems Nederland BV Computerweg 1 3821 AMERSFOORT Netherlands Hotline Telephone: +31 33 501 313 Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. ---------------------------------------------------------------------- Spain ---------------------------------------------------------------------- Report bugs to Spain Answer Center at the postal address shown below. Sun Microsystems Iberica SA Plaza Pablo Ruiz Picasso s/n Torre Picasso Planta 25 28020 Madrid Spain Hotline Telephone: +34 1 55 50 957 Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. ---------------------------------------------------------------------- Sweden ---------------------------------------------------------------------- Report bugs to the Sweden Answer Center at the postal address shown below. Sun Microsystems AB Hemvarnsgatan 9 S-171 54 Solna Sweden Hotline Telephone: +46 8 764 78 10 Email Address: hotline@sunswe.se or sunswe!hotline Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. ---------------------------------------------------------------------- Switzerland ---------------------------------------------------------------------- Report bugs to the Switzerland Answer Center at the postal address shown below. Sun Microsystems (Schweiz) AG Postfach Eschenstrasse 8 CH-8603 Schwerzenbach Switzerland Hotline Telephone: +41 1 825 72 72 Email Address: sunuk!sunswis!hotline Special Dispatch Arrangements: Provide Dispatch with the following item: Contract number Serial Number Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. ---------------------------------------------------------------------- United Kingdom ---------------------------------------------------------------------- Report bugs to the UK Answer Center at the postal address shown below. Sun Microsystems Ltd Watchmoor Park Riverside Way Camberley Surrey GU15 3YL ENGLAND Hotline Telephone: +44 276 691 974 Telefax: 0276 691774 Special Dispatch Arrangements: System serial number or contract number Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. ---------------------------------------------------------------------- Submitting Software Bugs: Intercon ---------------------------------------------------------------------- This section contains information on reporting bugs within Intercon, for customers holding and not holding support contracts. Procedures for submitting bugs are similar to those used in the United States. All customers should use their local country Answer Center to report bugs, with contract customers receiving a specific follow-up. Sun customers not holding software service contracts can call their local Answer Center, and will need to provide a Purchase Order (PO) number at the time of the call. ---------------------------------------------------------------------- Summary: Intercon ---------------------------------------------------------------------- To help Intercon service centers serve you better, please include the following information with all electronic mail reports: [] Your name [] The name and address of your organization [] Your Sun site code, if available [] Your workstation model and serial number [] The software release(s) you are running [] A description of the problem that you are experiencing Detailed information for individual countries follows. ---------------------------------------------------------------------- Australia ---------------------------------------------------------------------- Report bugs to the Australian Answer Center at the postal address shown below. Hotline Sun Microsystems Australia Pty Ltd PO Box 320 Artarmon NSW 2064 Hotline Telephone: (011-61-2) 436-4699, (008) 25-1471 Telefax: 02 436 1084 Special Dispatch Arrangements: Please provide Dispatch with the following items: System serial number or contract number Arrangements for Non-Contract Customers: Please provide a valid PO number for billing on a Time and Materials (T&M) basis. ---------------------------------------------------------------------- New Zealand ---------------------------------------------------------------------- Report bugs to the New Zealand Answer Center at the number shown below. Hotline Telephone: (4) 499-2344 ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Sunflash is an electronic mail news service from Sun Microsystems, Ft. Lauderdale, Florida, USA. It is targeted at Sun Users and Customers. As a field sales and support office, we try to keep SunFlash useful and interesting to you. If you have any comments or suggestions for enhancing SunFlash, please send them to us. SunFlash is distributed via a hierarchy of aliases. Try to address change requests to the owner of the alias that you belong to. If you want to be added to the SunFlash alias, please contact the systems engineers at your local Sun office. Many Sun Sales offices distributed SunFlash through their own SunFlash alias. Address comments to the SunFlash editor (John McLaughlin) at sun!sunvice!flash or flash@sunvice.East.Sun.COM. (305) 776-7770.