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1997-03-16
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NUMBER : 9800
PRODUCT : Borland
VERSION : All
OS : All
DATE : March 6, 1997
TITLE : Borland Assist
CHOOSING THE BEST SUPPORT FOR YOUR NEEDS
Borland offers high-quality telephone, on- line, and automated
technical assistance through free and fee- based support options
designed to provided easy access at minimal cost to you. In
addition to online support, there are three categories of telephone
support available:
- Installation
- Pay-as-you-go Support
- Annual Contract Support
At the end of this document, in the section "Borland Assist Support
Reference", is a list of access numbers for technical support. To
obtain pricing information for telephone support, see the "Telephone
Support" section below. The information in this document also appears
on Borland Online at http://www.borland.com/programs/assist.html
For information about Borland Assist for IntraBuilder, please refer to
Technical Information Sheet "3126" or Borland Online at
http://www.borland.com/programs/intbassist.html
For information about Borland Assist for Delphi/400, please refer to
Technical Information Sheet "3202".
ONLINE SUPPORT
Borland's World Wide Web Site
-----------------------------
To obtain information about Borland products on the Internet, connect to
Borland Online, our World Wide Web site. You'll have access to our FTP
site, which contains technical information on Borland products. Borland
Online also provides product news and information, a listing of programs
and services, and company information.
Online Support Forums: CompuServe
--------------------------------
You can use your modem to contact Borland-sponsored user forums on
CompuServe. Refer to these forums to obtain information about Borland
products. You can download product information, sample code, template
files, utilities, and the latest technical information.
TechFax
-------
This automated service sends free technical information to your fax
machine. TechFax includes more than 1,500 documents on topics that
include installation and configuration, common questions and answers,
troubleshooting tips, and sample applications and code.
Download Bulletin Board Service (DLBBS)
---------------------------------------
You can call the DLBBS to download product information, sample
code, template files, utilities, and the latest technical information.
TELEPHONE SUPPORT
Usability vs. Consultative Service Levels
-----------------------------------------
Use the options that provide usability support when your questions
concern nonprogramming issues including menu commands, forms, reports,
queries, product features, and aspects of the user interface. Examples
will be demonstrated with the use of sample data rather than the user's
own data.
Use consultative level support when you have issues related to your
specific application and data. This service includes assistance with
user-created or customized applications, programs, and application
designs, as well as debugging, operating system, and hardware (except
for compatibility, which is part of the Installation Hotline). While
consulting does include assistance in program design, coding, and
debugging. Borland engineers will not write or debug users' code.
Installation Hotline
--------------------
All registered users have unlimited telephone access to the Installation
Hotline to help you get Borland software installed and running. The
Installation Hotline provides support for local installation of Borland
software on your personal computer workstation. No additional support
will be provided on this hotline.
Price: There is no charge for the Installation Hotline.
Pay-As-You-Go Support
---------------------
Advisor Line - 800/Prepaid:
The Advisor Line is ideal for priority response and consultative help on
an as-needed basis. You can call the Advisor Line via our toll-free
800-number.
The Prepaid Advisor Line lets you purchase blocks of Advisor Line
time in advance. The Prepaid Advisor Line provides support for
client/server connectivity in addition to support for other Borland
products.
Price: $2.95/minute. The Prepaid Advisor Line is $175/hour.
Incident Line:
If you have occasional needs for Borland Database Engine or client/server
connectivity support between Borland client software and supported SQL
servers, and have not selected Client/Server Developer Assist as your
annual support plan, we recommend the Incident Line*. Supported SQL
servers currently include InterBase, Oracle, Microsoft SQL Server,
Informix, and Sybase. Unused incidents expire in 12 months.
Price: Borland Database Engine $150
Client/Server connectivity $150
InterBase Server $200
*An incident is a single support issue and the effort needed to resolve
it. A single support issue is a problem that cannot be broken down into
subordinate problems. Before an incident is opened for a customer, the
customer and the engineer must agree on what the problem is and the
parameters for an acceptable solution. An incident may require multiple
phone calls and off-line research.
Annual Contract Support
-----------------------
Your support needs vary depending on product use and expertise. Annual
contracts offer priority access to support engineers. Borland Assist
offers a variety of choices. Support levels range from usability support
only to consultative support and support on client/server connectivity
issues. Select the contract that best fits your needs.
Expert Assist:
Designed for software experts who require ongoing support on usability,
Expert Assist provides priority hotline support for a single Borland PC
database (dBASE, or Visual dBASE).
Price: $249 per year
Developer Assist:
Developer Assist is a specialized program for corporate and independent
developers, as well as consultants. Developer Assist offers consultative
support including assistance with user-created applications or database
design and coding issues. It is available for a single Borland product.
Price: $2,500 per year first contact; each additional contact $2,000
Client/Server Developer Assist:
Client/Server Developer Assist provides all the specialized support
found under Developer Assist with the addition of support for
connectivity between Borland client tools, middleware, and supported SQL
servers (InterBase, Oracle, Microsoft SQL Server, Informix, and Sybase).
Price: $3,000 per year first contact; each additional contact $2,500
INTERBASE SERVER SUPPORT
InterBase Incident
------------------
If you have occasional neds for InterBase support, you may purchase an
InterBase incident. Unused incidents expire in 12 months. For the
definition of an incident and for incident pricing information, refer
to the "Incident Line" section above.
InterBase Installation
----------------------
InterBase Installation Assist is for those who choose not to purchase
an annual support contract. To help you quickly get your system up and
running, InterBase Installation offers technical assistance with
installation and configuration for 30 days after registering the
software.
Price: $500 for two contacts.
InterBase Hotline
-----------------
The InterBase Hotline provides technical assistance with the InterBase
server. The InterBase Hotline is available on an annual contract basis.
An annual software maintenance agreement is required. For Intel
platforms, incidents are limited to 20 per year per contract.
Price: UNIX: $6,000/year/2 contacts; additional contact $1,500.
Intel: $3,000/year/2 contacts; additional contact $1,500.
OBTAINING PARADOX SUPPORT FROM COREL
Corel is licensing Paradox from Borland and now assumes
responsibility for Paradox development, support, sales, and marketing.
For general questions about technical support for Paradox, contact
Corel at 1-800-772-6735 or visit Corel's Web site at: www.corel.com
OBTAINING REPORTSMITH SUPPORT FROM STRATEGIC REPORTING SYSTEMS, INC.
Strategic Reporting Systems, Inc. is licensing ReportSmith from Borland
and now assumes responsibility for worldwide service, maintenance,
support, marketing, and sales of the ReportSmith family of products.
For general questions about technical support for ReportSmith, contact
Strategic Reporting Systems, Inc. at 1-508-531-0905.
HOW TO ORDER SUPPORT
When you sign up for Borland Assist, you will be issued a Personal
Identification Number (PIN) that gives you access to the free or fee
support option of your choice. You may purchase Borland Assist via
check, VISA, MasterCard, American Express, or company purchase order
($500 minimum for purchase orders).
To learn more about Borland Assist services or to obtain your
PIN, please call the Borland Technical Support Information Service at
1-800-523-7070. To purchase a Borland Assist support contract via
company purchase order or check, call 1-800-636-7778. Purchase order
acceptance is subject to credit approval.
Tips on Reaching the Correct Support Group
------------------------------------------
Use the client/server connectivity support options only when your
questions pertain to data access from a remote SQL server. Use a support
option for Borland Database Engine assistance with issues such as
database programming involving local tables (i.e., Paradox and dBASE
tables) and using ODBC to connect to a local database table.
Support for BRIEF is provided on a call-back basis. See the Borland
Assist Support Reference for the correct telephone number.
Money-back guarantee
--------------------
Getting quality technical support for your Borland product is just a
phone call away, and Borland ensures your complete satisfaction via a
30-day, money-back guarantee on any paid subscription you select.
Borland products covered by Borland Assist: US versions of Borland
C, C++, C++Builder, Pascal, Delphi, Borland Database Engine, dBASE, Visual
dBASE, Paradox Engine, Local InterBase Server, and InterBase Server (UNIX
and Intel platforms).
BORLAND ASSIST SUPPORT REFERENCE
Installation
Hotline
No charge to registered users. Installation Hotlines are open
from 7:00 A.M. to 4:00 P.M., Pacific Time, Monday through Friday,
except Delphi which is open from 6 A.M. to 5 P.M., Pacific Time.
Borland C++/Turbo C++ (408) 461-9133
Borland C++Builder (408) 461-9133
Borland Database Engine (408) 461-9123
Borland Pascal/Turbo Pascal (408) 461-9177
BRIEF (408) 461-9133
dBASE for Windows, Visual dBASE (408) 461-9110
Delphi, Delphi Client/Server (408) 461-9195
Local InterBase Server (408) 461-9189
------------------------------------------------------------------------
Online
Services
On the World Wide Web, type
http://www.borland.com
On CompuServe, type GO BORLAND If you subscribe to
CompuServe, you can
receive technical
support via modem.
Internet FTP site:ftp.borland.com
For the Borland Download BBS, dial Use your modem to download
(408) 431-5096 (up to 9600 baud, technical information,
8-N-1) applications, and sample
files.
------------------------------------------------------------------------
TechFax 1-800-822-4269
TechFax is a 24-hour automated fax retrieval system.
------------------------------------------------------------------------
Credit Card Advisor Line
Advisor lines are open from 7:00 A.M. to 4:00 P.M. Pacific
Time, Monday through Friday, except C++ (DOS), and dBASE
for DOS which are open from 8:00 A.M. to 12 noon, Pacific Time.
Borland C++/Turbo C++ (DOS) 1-800-368-3366
Borland C++/Turbo C++ (Windows) 1-800-782-5558
Borland C++Builder 1-800-782-5558
Borland Pascal/Turbo Pascal 1-800-344-2266
Delphi 1-800-330-3372
dBASE for DOS 1-800-368-9222
dBASE for Windows, Visual dBASE 1-800-285-1118
------------------------------------------------------------------------
Incident Line
Call between 6:00 A.M. and 5:00 P.M. Pacific Time,
Monday through Friday.
Borland Database Engine 1-800-839-9777
Client/Server Connectivity 1-800-839-9777
InterBase 1-800-550-4888
------------------------------------------------------------------------
To order Expert Assist 1-800-523-7070
Call between 6:00 A.M. and 5:00 P.M. Pacific Time, Monday-
Friday.
------------------------------------------------------------------------
To order Developer,
Client/Server Developer,
or InterBase Support 1-800-636-7778
Call between 6:00 A.M. and 5:00 P.M. Pacific Time,
Monday-Friday.
------------------------------------------------------------------------
To order Borland products 1-800-682-9299
Call 24 hours a day, 7 days a week
------------------------------------------------------------------------
Copyright 1996 Borland International, Inc. All rights reserved.
All Borland product names are trademarks of Borland International, Inc.
Your use of Borland Assist Support Program is subject to Borland's terms
and conditions, which will be sent to you upon request. Among other
things, those terms and conditions provide you with a license to use the
work we do for you under the Program (which Borland owns, including
copyrights) and include Borland's disclaimer of warranties and a
limitation of liability. Except for 800-numbers, telephone charges
apply to all calls. Service charges may also be applied by CompuServe.
Services subject to change without notice. Corporate Headquarters:
100 Borland Way, Scotts Valley, CA 95066-3249, (408) 431-1000. Offices
in: Australia, Canada, France, Germany, Hong Kong, Japan, Latin America,
Mexico, The Netherlands, Taiwan, and United Kingdom.
DISCLAIMER: You have the right to use this technical information
subject to the terms of the No-Nonsense License Statement that
you received with the Borland product to which this information
pertains.