Welcome to Perforce Components. This handbook is your guide to getting help using our Components Products:
- DB Link
- HostAccess
- HydraExpress
- IMSL
- JViews
- PV Wave
- Server
- SourcePro
- Stingray
- TotalView
- Views
Our Global Support Team is available to assist you with your support needs. From answering questions about our product to assisting with troubleshooting.
Our mission is to help you reach your goals. From answering questions that arise while using our products, to troubleshooting, our support team will help you minimize your downtime and maximize your experience.
NOTE: Nothing in this document supersedes your current contract with Perforce.
Perforce Components provides the same level of support to all our customers. Perforce Components does not offer a premium level of support.
Perforce Components offers support services via customer portal, email, and telephone. We recommend using either the web portal since this provide us with the most background information that we will use to quickly handle your case.
Customers can open a case by sending an email to one of the addresses listed below depending on the product you are using:
To help us serve you quickly and efficiently, please take a few minutes to gather some information before contacting our technical support. We will ask you for:
- Your Name
- Company Name
- Telephone Number
- E-mail Address
- Product Name(s) and Version(s)
- Details related to your Platform
- Product License Number, Softkey, Entitlement Code, or existing Case ID
- Any known changes to system, client, or network
- Step-by-step instruction on how to reproduce issue(s).
Community Portal
The Community Portal is the best method to use for opening and tracking your support tickets.
Telephone
Components Support representatives are available at +1.612.930.4556 (Toll Free).
Out of hours support is currently available for SourcePro and Stingray, for an additional charge. If you are interested, please reach out to your sales representative ([email protected])
To help us serve you quickly and efficiently, please take a few minutes to gather some information before contacting technical support. We will ask you for:
- Your Name
- Company Name
- Company Address
- Telephone Number
- E-mail Address
- Product Name(s) and Version(s)
- Details related to your Platform
- Product License Number
- Step-by-step instruction on how to reproduce issue(s).
One should be prepared to provide a detailed description of the Case, including any transcripts or error messages that you may have received. We may ask you to send a minimal sample that facilitates the Case investigation. Samples should be brief, complete, and illustrative. A minimal sample is a compliable and executable code stub. The code stub(s) shall be free from references to third party software and database access, and unnecessary routines must be filtered. The test code stub(s) shall be free of other compile and link time errors and must include associated support files (makefiles, stack traces, etc.).
If you are concerned about how your case is being handled or need to expedite a critical issue, you are encouraged to make notification on the support case or contact us at +1.612.930.4556 (Toll Free).
Once the escalation is received, one of our Support Managers will contact you to understand the reason for the escalation and the impact it is having on your team. The Support Manager will put together a plan of action to address the escalation as well as send periodic updates until the resolution is confirmed.
The Community Portal is the best method to use for opening, viewing, and tracking your support tickets.
| Severity | Definition | Resolution |
| Severity 1: Blocker | The issue causes a production application to stop, crash or cease to function. Work cannot reasonably continue; the application is mission critical to the business and the situation is an emergency requiring immediate attention towards resolution. | Service availability is restored |
| Severity 2: Critical | The issue severely restricts the functionality of Product within a production application, but the production application can continue to run/operate. Severity Level 2 issue render Product completely unusable in pre-production development efforts. | Satisfactory workaround is provided; patch is provided; fix incorporated into future release |
| Severity 3: Major | The issue restricts the functionality of Product within a production application and/or impedes pre-production development efforts. Severity Level 3 issue include a degradation of reliability or performance or limited access to a non-critical function of Product. Severity Level 3 issues include those for which a workaround had been provided, but for which a permanent improvement is still necessary | Satisfactory workaround is provided; patch is provided; fix incorporated into future release |
| Severity 4: Minor | The issue does not significantly restrict the functionality of Product within a production application and/or has only a minor impact on pre-production development efforts. Requested performance or usability enhancements will also be considered Severity Level 4 issue but will be provided at Perforce’s discretion. | A solution is provided fix incorporated into future release |
Response Times for Production Installations:
| Severity | Response Time | Response Times for SaaS Production Installations |
| Severity 1: Blocker | Within 5 hours | Viable workaround within 24 hours; resolution within 5 business days * |
| Severity 2: Critical | Within 10 hours | Viable workaround within 72 hours; resolution within 10 business days * |
| Severity 3: Major | Within 3 business days | Resolution in the Release following the release currently in process |
| Severity 4: Minor | Within 5 business days | Resolution prioritized by RW |
Response Times for Non-Production Installations:
| Severity | Response Time | Response Times for SaaS Production Installations |
| Severity 1: Blocker | Within 8 hours | Viable workaround within 24 hours; resolution within 5 business days * |
| Severity 2: Critical | Within 16 hours | Viable workaround within 72 hours; resolution within 10 business days * |
| Severity 3: Major | Within 3 business days | Resolution in the Release following the release currently in process |
| Severity 4: Minor | Within 5 business days | Resolution prioritized by RW |
* The target resolution response times assume that an issue can be reproduced in-house. If support cannot reproduce the issue and a minimal sample cannot be provided, the customer may be directed to professional services for additional assistance regarding services and mentoring that falls outside of the scope of maintenance and support.
You can download our products using the following links:
- IMSL: https://www.imsl.com/downloads
- TotalView: https://totalview.io/downloads
- SourcePro, PV Wave, HydraExpress, Stingray, HostAccess, Views, JViews, Server and DB Link installers can be downloaded from our portal.
Our products require a software license or an installation password. You can request one from our license team ([email protected]).
We maintain the most recent versions of the current and previous releases,
Patch release requests for non-Maintenance Release versions are possibly available through consulting, please contact your account manager for such requests. We also keep the Product Lifecycle page up to date for your convenience.
Each product has its own Knowledge Base available on our portal. The KB is your first stop for advanced problem solving and ‘how to’ questions. We are always updating it. Checking the KB before opening a new case may result in a faster resolution of your problems.
Release Notes and Documentation – New features and changes in functionality are announced in our release notes. Feel free to ask a support engineer about anything you read in the Release Notes.
Sometimes your problem will be traced to issues with software that is not part of our Components set (e.g., open-source software and networking.) OpenLogic is a Perforce company that provides support for open-source software. Contact your CSM or Sales to see if OpenLogic can help you with non-Components related problems.
Defect
Any error, unexpected result, or incorrect behavior that deviates from the expected result or use as described in the associated Product documentation. Architectural modifications in subsequent Product releases or failures resulting from the use of undocumented Product behavior or use on unsupported platforms will not be classified as a defect.
Defect Resolution
A documented fix, a provided code change, a recommended workaround or a patch file that eliminates or avoids a Defect.
Enhancement Request
An enhancement request is a case that requires functionality beyond the current product design or one that is requesting new functionality/feature to a product. These enhancement requests could be considered in a future release. Our product management group reviews all requests for inclusion in future releases of the product. The inclusion of any proposed enhancement is at the discretion of the product management team.
Platform
Some combination of hardware, hardware chip set, operating system, compiler, web server, database, database access library, browser, 3rd party libraries, etc. that collectively constitute a computing environment. Products are subject to Maintenance and Support only on the platforms explicitly designated within the Product Supported Platforms document.
Support Scope
Technical support is limited to the original source code, object code libraries, or Product executables provided with the Product purchase. Any modifications or extensions of the original code become the responsibility of the user.
The Components support team provides standard support services consisting of one or more of the following for Product versions from their release to End of Life:
- Assistance with Product installation and usage of the product(s) on a Supported Platform
- Help with Product issues involving general usage, clarification of documentation, implementation questions, and functionality questions
- Problem isolation and identification
- Error message analysis and resolution
- Bug reporting
- Up-to-date information on current releases, Product compatibility, Product restrictions, enhancements and workarounds
Support specifically excludes the following:
- Providing prototype applications
- Personalized training through abnormally frequent contact with Support
- Debugging customer applications or code
- Product code modifications to address a specific issue outside the normal release process