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Our technical support team members are software engineers, experts on our products, and ready to help
Coverage
'Standard' support is fulfilled Monday through Friday, 8am to 6pm US eastern time.
If high-priority support with expanded days/hours is required, consider upgrading to our 'Premier' support plan.
Eligibility
To receive technical support, a customer must have an active support plan.
Support plans have a 1 year term. VAST has 1 year of support included from the date of purchase. VAST add-ons have 90 days of support from the purchase date.
Prioritization
With our 'Standard' support plan, requests are prioritized in the order in which they are received.
Expect an initial response within 24 hours (and sometimes 48 hours for more complex issues).
• Product Name • Version of VAST Platform (VA Smalltalk) or VisualAge® Smalltalk • Company or Username • Operating System Name and Version • VAST Debugger Stack Trace Attached (Yes/No) [1] • Description of the problem • Your expectations for addressing the problem • Steps to reproduce the problem • Detailed error messages • Walkback logs and code samples if applicable • Include a "System Configuration Report" (Found in the help menu in transcript on VAST 10.0.0 and up)
[1] If applicable, select Stack or Copy Stack or Trace Text in the VAST Platform Debugger to generate the Stack Trace.
