Technical Support
For an outline of your specific support policies, please see your 60East Technologies License Agreement. Support contracts can be purchased through your 60East Technologies account representative.
Support Steps
You can save time if you complete the following steps before you contact 60East Technologies Support:
Check the documentation
The problem may already be solved and documented in the User Guide or Configuration Reference Guide for the product. 60East Technologies also provides answers to frequently asked support questions on the support website at: http://support.crankuptheamps.com.
Isolate the problem
If you require Support Services, please isolate the problem to the smallest test case possible. Capture erroneous output into a text file along with the commands used to generate the errors.
Collect your information
Your product version number.
Your operating system and its kernel version number.
The expected behavior, observed behavior and all input used to reproduce the problem.
Submit your request.
If you have a minidump file, be sure to include that in your email to crash@crankuptheamps.com.
The AMPS version number used when reporting your product version number follows a format listed below. The version number is composed of the following:
AMPS Versioning and Certification
Each AMPS version number component has the following breakdown:
Component
Description
Minimum Verification
MAJOR
Increments when there are any backward-incompatible changes in functionality, file formats, client network formats or configuration; or when deprecated functionality is removed.
May introduce major new functionality or include internal improvements that introduce major behavioral changes.
Megacert
MINOR
Increments when functionality is added in a backwards-compatible way, or when functionality is deprecated.
May include internal improvements that introduce minor behavioral changes or changes to network formats used only by the AMPS server (such as replication).
Megacert
FEATURE
Increments for previews of new features.
May introduce behavioral changes to fix incorrect behavior, enable new functionality or to enhance performance.
May include internal enhancements that do not introduce behavioral changes.
Note: A feature level of 0 indicates a long-term stable release. A feature level above zero indicates the current feature level (a preview of the next long-term stable release).
Kilocert
HOTFIX
A release for a critical defect impacting a customer. A hotfix release is designed to be 100% compatible with the release it fixes (that is, a release with the same MAJOR.MINOR.FEATURE version).
May introduce behavioral changes to fix incorrect behavior.
May document previously undocumented features or extend surface area to improve usability for existing features.
Cert
TIMESTAMP
Proprietary build timestamp.
(does not affect verification level)
TAG
Identifier that corresponds to precise code used in the release.
(does not affect verification level)
The certification levels are defined in the following table. Notice that, in all cases, 60East will certify at a higher level if time permits or if a change involves a critical part of AMPS (such as replication or internal utility classes that are widely used).
Certification Level
Description
Time to Certify
Megacert
Performance and long-haul testing.
Full regression suite and stress-testing suite, including replication testing and application scenario tests.
Full unit testing suite, including new unit tests to verify correct behavior of bugfixes in this release.
less than 2 weeks
Kilocert
Full regression suite and stress-testing suite, including replication testing and application scenario tests.
Full unit testing suite, including new unit tests to verify correct behavior of bugfixes in this release.
less than 1 week
Cert
Full unit testing suite, including new unit tests to verify correct behavior of bugfixes in this release.
Replication testing suite if release affects replication code.
4 hours
Contacting 60East Technologies Support
Please contact 60East Technologies Support Services according to the terms of your 60East Technologies License Agreement.
Support is offered through the United States:
Other support options (such as support via phone), may be available depending on the terms of your support agreement.
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