Please visit http://www.ibm.com/planetwide/ for world-wide numbers.

Softek technical support can be contacted toll free via our Softek Global Support Center:

• North America: 1-800-66SOFTEK (1-800-667-6383)
• Germany: 00-800-6676-3835
• Ireland: 00-800-6676-3835
• UK: 00-800-6676-3835
• Italy: 00-800-6676-3835
• All Other European Countries: +1 918-281-2623
• Australia: 0011-800-6676-3835
• Hong Kong: 001-800-6676-3835
• Japan: 010-800-667-63835
• Korea: 002-800-6676-3835
• Philippines: 00-800-6676-3835
• Other Countries: +800-66SOFTEK (+800-667-6383)
• Alternate number: +1 918-281-2623

• Softek Global Support Center, Open Systems
• Softek Product Management

> Severity 1 problems: report immediately by telephone to the Softek Global Support Center
> Around-the-clock mission-critical support

http://www.softek.com/support/
> Severity 1 must be reported via the 800 66SOFTEK number listed above for immediate attention.
> Contact us online for Severity 2, 3, or 4 problems, and tracking status of calls reported.
> Problem ownership and management throughout resolution
> Asking questions
> Seeking product-specific information via FAQs, user libraries, patches, discussion forums, and to download documentation. License requests should come via your Account Executive.
> Submit enhancements requests
> Reviewing and updating your user contact and site location information

Call Us Immediately with Severity 1 Issues
Contact us by telephone (800-66SOFTEK) with Severity 1 problems that prevent your production system from operating. Your call will be immediately entered into our tracking system and routed to an appropriate technical specialist who will contact you within two hours.

All Severity 1 calls are to be placed by a qualified contact person. The customer should be trained to understand the Softek support infrastructure and will work jointly with Technical Support to develop the most effective approach for resolving your Severity 1 calls.

Severity Guidelines
Severity 1: A critical system component or application is not operational, preventing your system from operating in production mode. Data integrity is at risk and you are willing to work on a 24x7 basis with Softek Technical Support and provide the necessary resources to help resolve the problem. (Once reported, Technical Support will contact you within 2 hours.)

Severity 2: A product problem seriously impairs your operation, nonetheless there is a mutually acceptable work-around which does not prevent the system and/or application from running, but does require a resolution on or before the next
maintenance release. (Once reported, Technical Support will contact you within 2 business hours.)

Severity 3: A problem which does not prevent your system and/or application from running, but does require a work-around to accomplish the objective. May be resolved in a future maintenance release. (Once reported, Technical Support will contact you by the next business day.)

Severity 4: A low impact problem or documentation issue. The permanent resolution may appear in a future product release. (Once reported, Technical Support will contact you by the next business day.)