giebelhaus@hi-csc.UUCP (Timothy R. Giebelhaus) (12/15/88)
I would like to take a minute to provide what I hope is some useful information. This is not offical Apollo information, but I hope you will find it useful. WHAT DO YOU DO WHEN YOU HAVE A PROBLEM WITH THE APOLLO? Discussing the problem in this news group is fine. It is great to have this exchange so one can notify other Apollo users and so one can have a place to discuss the pro's and con's of the Apollos. It is great to have a place to ask questions. To report a bug to Apollo or to ask a question of Apollo, though, you should contact Apollo. Perhaps you will want to post here also, but please be sure to contact Apollo. There are basically two ways of getting a hold of Apollo when you have a problem with the hardware or software: 1) call the help line and 2) file an apr or ucr. I have a paper describing how to use the help line; if anyone would like a copy, please contact me (please specify if you would like interleaf or ascii format). If I get enough requests, I will post it (6 pages). To file an APR or UCR, you can do "/com/help crucr" on pre-SR10 and "/usr/bin/man mkapr" on SR10. When you file an APR it will be checked for sanity and then sent to R&D. R&D will place a priority on every bug and enhancement. The time it takes to get an answer to your APR depends on your APR. You can probably count on it taking at least a month, however. Faster response can be had though the help line. I would like to give some of the information in my help line paper here. The first thing you need to know about the help line is that you need to have a service contract with Apollo or be under warranty in order to use it. Second, please have as much information as possible with you before you place the call. This will give you the greatest chance of getting an answer on the first call. Third, please record your reference number. This number provides instant access to the information about your call. Here are some hints that may help. 1) If your call is urgent, tell the operator. It will be noted in the call transcript. 2) You have the option of asking to talk to a manager at any time. 3) If there is no one avaiable to take your call immediatly, you will be called back. You can also call the help line back to check to see if anyone is available. Average contact time is one hour. 4) The help line hours are 8:30 am to 8:00 pm est. More information is available from the paper mentioned above. -- UUCP: uunet!hi-csc!giebelhaus UUCP: tim@apollo.uucp ARPA: hi-csc!giebelhaus@umn-cs.arpa ARPA: tim@apollo.com Tim Giebelhaus, Apollo Computer, Regional Software Support Specialist. My comments and opinions have nothing to do with work.
emv@a.cc.umich.edu (Ed Vielmetti) (12/15/88)
Where do we email these apr reports to? --Ed