Consultant
Package Support
When
to Contact Your Account Manager
If you encounter a problem with a Consultant Package, or need further
enhancements created, the first person you should contact is your
Account Manager. Our Client Services organization can supply consulting
services on a time-and-expenses basis to help resolve the problem.
Note:
The official ETI DSL releases are covered by your Master Software
License Agreement. Consultant Packages, however, are simply a
delivery mechanism for a set of ETI•EXTRACT
files, and the contents
of any particular Consultant Package may or may not be appropriate
for
your purposes. You should make your own determination as to whether
the Consultant Packages will assist you with extending the ETI•EXTRACT
Data System Libraries to suit your needs. Consultant Packages are
not Generally Available products. Such Packages are considered part
of the Licensed Software, but are offered AS IS, without warranty.
CSP
Services for Consultant Packages are not part of your CSP service
contract.
What
To Expect From the AnswerLine
You can also feel free to contact the AnswerLine with a Consultant
Package problem. However, in general, problems with Consultant
Packages will not receive a high priority and if this is the case,
the
AnswerLine consultant will notify you that the problem will be fixed
when time allows. In other words, Consultant Package problems receive
a lower priority than calls on supported ETI•EXTRACT
or DSL products.
If the problem is immediate and is holding up
your conversion, it will, of course, receive the immediate attention
it deserves. For example, Client Services can arrange to make someone
available from another project to resolve your problem. Or, it may
mean that you need an ETI consultant
sent to your site. Again, your best approach is to contact your
Account
Manager as soon as possible.
ETI tracks problems with Consultant Packages using
the same
mechanisms we use to track problems reported on our official products.
If you find a resolution to a problem in a Consultant Package, please
let the AnswerLine know and we will add it to our problem tracking
database—the more we know, the better the Consultant Package will
become.
Note:
If you have developed your own enhancement and want to share
it with ETI, we'd be happy to hear from you. Please contact the
AnswerLine or your Account Manager with any enhancements or
feedback you can provide.
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