Available as an added-cost option for ServletExec Premium Support customers, 24/7 Pager Support gives you 24-hour access to our Technical Support Engineering team, within a two hour response window.
More detailed information on Online and Premium Support services can be viewed in the Support Options section of this website.
There are two ways to contact us for 24/7 Pager Support: email and voicemail. Email provides us with more reliable receipt of your problem report and also a written record; therefore, email is the preferred method. An alternate method to contact us via a telephone voicemail-based paging system.
Please be sure to specify the following configuration information in your email:
- Operating System brand and version (i.e. Windows 2008, Red Hat Linux 9.x)
- Web Server brand and version (i.e. IIS 6.0, SJSWS 7.x, or Apache 2.2.x)
- Java Virtual Machine version (i.e. JRE or JDK, Hotspot Client or Hotspot Server)
- ServletExec configuration (i.e. ISAPI, NSAPI, AS)
- ServletExec version number (i.e. 4.2, 5.0, 6.0 etc...)
Please specify the nature of your problem:
- A complete description of the problem. What are you trying to do? (i.e. run a servlet, run a JSP, install SE)
- Error messages, with an explanation on where you are seeing them. (i.e. in the browser, in DBMON or in a log file: ServletExec.log, ServletExecNative.log, web servers error log or access log, etc...)
- Are you running your code within the context of a web application (i.e. WEB-INF folder, web.xml file)
The preferred method to contact us for 24/7 Pager Support is by sending an email to an address established solely for use by ServletExec Premium Support customers.
Sending an email to this address will result in an immediate page, and will deliver your email message to our support team. The first 120 characters of your email message will be delivered to our pager. You will receive a confirmation email within a few minutes --if you don't, you may want to contact us via voicemail as described below.
An alternate method to contact us for 24/7 Pager Support is by calling the number established for use by ServletExec Premium Support customers.
You will be prompted to leave a voice message for our support team. BE SURE TO LEAVE A PHONE NUMBER WHERE YOU CAN BE CONTACTED!
To obtain the New Atlanta Support 24/7 email address and voicemail number, please refer to the New Atlanta Technical Support contact information email sent to your purchasing department or administrative contact.
Problems finding New Atlanta Technical Support contact information? Please refer to our Contact page to call or email us requesting assistance.
