When you need Technical Assistance
Customers with Standard Support
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:
- immediately call the 24×7 hotline phone number.
- also submit a ticket providing more detailed information.
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.
Designated contacts receive a login to our technical support site. This is the preferred way to submit requests.
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.
Toll-Free in US and Canada:
+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.
For business hours and holidays, see the Contact Us page.
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