Enrolling in our support program is a two step process:
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.
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
- 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.
The preferred way of submitting requests is via email, using the service
While all email will get processed if it is submitted this way, it is faster
(and cheaper) to send a specially formatted email.
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: 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: Choose from the following categories:
SEND-PR: hammersmith-consulting octave
SEND-PR: pdl pending
SEND-PR: scilab tela
>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)>
System: Linux hydra 2.4.0-test4 #2 SMP Fri Sep 15 12:22:43 CEST 2000 i686 unknown
<machine, os, target, libraries (multiple lines)>
<precise description of the problem (multiple lines)>
<code/input/activities to reproduce the problem (multiple lines)>
<how to correct or work around the problem, if known (multiple lines)>
emacs function send-pr.
In the case that these interfaces are not fancy enough, download and
Tcl/Tk-based front end to Gnats. Currently TkGnats requires Tcl/Tk
version 8.0 or newer.