When you need Technical Assistance

Customers with Standard Support

Customers with current support contracts may submit Help Request tickets, which will be handled during GemTalk Technical Support normal business hours.

Issues that are specific to the Open-Source Development Kit may need to be redirected to the GsDevKit mailing list.

Customers with 24×7 Support Contracts

24×7 support is an optional addition to a standard support contract. This allows immediate assistance for production down or potential production down issues.

Customers with 24×7 support with a production down issue should:

The 24×7 hotline number is provided privately, directly to contract customers.

Customers without Support Contracts

GemStone users that do not have support contracts may ask their questions on the Customer forum. This list is monitored by GemTalk staff, as well as customers and active members of the GemStone community.

This list is also a place to ask questions that are outside the expertise of Technical Support, such as third party software.

Submitting a Help Request Ticket

Customers with standard or 24×7 support may submit tickets using the following channels.

Web

Online Technical Support

Designated contacts receive a login to our technical support site. This is the preferred way to submit requests.

Email

techsupport@gemtalksystems.com

Sending email to this address will create a ticket in our online system. Email should be sent from the same email account as registered in the online system.

Telephone

Toll-Free in US and Canada:
(800) 243-4772

Worldwide:
+1 (503) 766-4702

Support Hours and Holidays

Web, email and phone help requests that are received outside of business hours, on weekends, and on holidays will be handled the following normal workday. This does not affect 24×7 issues, which receive immediate priority attention.

GemTalk Hours

GemTalk Technical Support regular business hours are Monday thru Friday, 8 AM to 5 PM Pacific Time.

GemTalk 2016-2017 Holidays

Winter Holiday ~ Monday, December 26, 2016
New Year’s ~ Monday, January 2, 2017
Dr. Martin Luther King, Jr. Day ~ Monday, January 16, 2017
President’s Day ~ Monday, February 20, 2017
Memorial Day ~ Monday, May 29, 2017
Independence Day ~ Tuesday, July 4, 2017
Solar Eclipse ~ Monday, August 21, 2017
Labor Day ~ Monday, September 4, 2017
Thanksgiving ~ Thursday and Friday, November 23-24, 2016
Winter Holiday ~ Monday, December 25, 2017
New Year’s ~ Monday, January 1, 2018

Information to provide when submitting a ticket

The essential information needed on the help request is:

  • A clear description of the problem
  • GemTalk product/s, version/s, and platform/s
  • The business impact and severity of the problem
  • Supporting information, such as a exact error messages, logs, stack traces, and statmonitor data
  • Your name, company name, email address and optionally, a phone number where you can be contacted