Support

Enrollment

Enrolling in our support program is a two step process:

  1. Send us an email, a fax, or write a letter with the request for enrollment. You should include

    • the name of the contact person,

    • email, phone number, etc. of the contact person, and

    • the billing address.

  2. In turn you will receive via email a customer-id number which is necessary to use our problem report system.

    As soon as you have your customer-id you can submit your questions or problems via email.

You can find our contact information is here.

Response Time

- You will get a preliminary analysis of your problem after not more than 10 working-hours. This analysis includes an estimation of the work involved to develop a fix or workaround for the problem.

How to submit requests

The preferred way of submitting requests is via email, using the service alias, <service@hammersmith-consulting.com>. While all email will get processed if it is submitted this way, it is faster (and cheaper) to send a specially formatted email.

Gnats

Internally we are using the GNU bug tracking system, Gnats (or Gnats home for the latest version). Gnats greatly simplifies processing support requests, reducing the response time. To use the system you should download one of the following send-pr.* packages from our server

Unpack the file, change directory in the gnats-dist directory, and follow the instructions in the INSTALL file.

The send-pr package provides for two ways of sending a problem report, either by the

  • shell script send-pr,

    SEND-PR: -*- send-pr -*-
    SEND-PR: Lines starting with `SEND-PR' will be removed automatically, as
    SEND-PR: will all comments (text enclosed in `<' and `>').
    SEND-PR: 
    SEND-PR: Please consult the send-pr man page `send-pr(1)' or the Texinfo
    SEND-PR: manual if you are not sure how to fill out a problem report.
    SEND-PR: Note that the Synopsis field is mandatory.  The Subject (for
    SEND-PR: the mail) will be made the same as Synopsis unless explicitly
    SEND-PR: changed.
    SEND-PR:
    SEND-PR: Choose from the following categories:
    SEND-PR:
    SEND-PR: hammersmith-consulting octave                 
    SEND-PR: pdl                    pending                
    SEND-PR: scilab                 tela                   
    SEND-PR: test                   
    SEND-PR:
    To: bugs
    Subject: 
    From: cspiel
    Reply-To: 
    Cc: 
    X-send-pr-version: 3.113
    X-GNATS-Notify: 
    
    >Submitter-Id:       hammersmith-consulting
    >Originator: Christoph Spiel
    >Organization:       Hammersmith Consulting
    >Confidential:       <[ yes | no ] (one line)>
    >Synopsis:   <synopsis of the problem (one line)>
    >Severity:   <[ non-critical | serious | critical ] (one line)>
    >Priority:   <[ low | medium | high ] (one line)>
    >Category:   <choose from the list of categories above (one line)>
    >Class:              <[ sw-bug | doc-bug | change-request | support ] (one line)>
    >Release:    unknown-1.0
    >Environment:
    System: Linux hydra 2.4.0-test4 #2 SMP Fri Sep 15 12:22:43 CEST 2000 i686 unknown
    Architecture: i686
    
            <machine, os, target, libraries (multiple lines)>
    >Description:
            <precise description of the problem (multiple lines)>
    >How-To-Repeat:
            <code/input/activities to reproduce the problem (multiple lines)>
    >Fix:
            <how to correct or work around the problem, if known (multiple lines)>
           
    

    or

  • emacs function send-pr.

TkGnats

In the case that these interfaces are not fancy enough, download and install TkGnats, a Tcl/Tk-based front end to Gnats. Currently TkGnats requires Tcl/Tk version 8.0 or newer.

 [Screen shot of TkGnats' main window]

Screen shot of TkGnats' main window

 [Screen shot of TkGnats send-problem-report window]

Screen shot of TkGnats' send-problem-report window