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