Landmark Lighting D20R2-06/99 User Manual Page 101
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Before Contacting
Landmark
You should define your problem, assign it a severity level
according to the guidelines in this section, and gather any
appropriate supporting documentation before you contact
Landmark for product support. When defining your problem, be
prepared to describe it as completely as possible and outline the
sequence of events that preceded it.
Use the following criteria to assign the problem a severity level.
Level Description
SEV1 The system fails or the product is not operational when in a
business-critical application. This is the highest priority level
for a problem.
SEV2 A serious problem affects, but does not prohibit, software
operation.
SEV3 A problem affects software operation but does not prevent it.
SEV4 You have a usage question, encounter a documentation error,
or have an enhancement request. Read about submitting an
enhancement request later in this chapter.
Collect the following supporting documentation:
• All the messages you receive, including the message numbers
and text. If you receive messages from IBM or other vendors’
products, please read any available documentation related to
the messages and follow any instructions provided therein
before contacting Landmark.
• A description of your operating environment, including:
– The version number and Performance Series for MVS or
PerformanceWorks tape identifier of the relevant Landmark
product
– The version number of the operating system
– The version number of other related program products,
such as VTAM, MVS, CICS, AIX, Solaris, Sybase, Oracle,
and SunOS
– A list of all hardware components and their configuration
– A list of any installed software changes.
• All output related to the problem, for example:
– Dumps and traces
– Screen prints, particularly the Error Diagnostic Screen
(described in the next section)
– Samples of JCL, control statements, and incorrect output
(mainframe products)
– JES2 or OPTION LOG output (mainframe products)
– Samples of scripts and incorrect output (distributed
products).
Chapter 4: Support and Maintenance Product Support
The Monitor for MVS 2.0 4-3
System Administrator’s Guide
- Administrator’s 1
- Contents 3
- Using this Guide 5
- Related Documentation 6
- The Monitor for MVS 2.0 v 7
- Comments 8
- IVP Checklist 9
- IVP Steps 9
- The Monitor for MVS 2.0 1-3 11
- System Administrator’s Guide 11
- The Monitor for MVS 2.0 1-5 13
- The Monitor for MVS 2.0 1-7 15
- Resolving accidental access 17
- How Product Security Works 18
- The Monitor for MVS 2.0 2-3 19
- Tracing Security Problems 20
- Using External Security 20
- Considerations when 21
- External Security 23
- Simplified Sign-On 23
- Using User Exit Security 24
- Using Internal Security 25
- Supplied User IDs and 26
- Profiles 26
- TMON for DB2 27
- TMON for DBCTL 27
- Implementing Internal 28
- Security 28
- The Monitor for MVS 2.0 2-13 29
- Security Definitions Menu 30
- Fields CURRENT USERS 31
- User Profiles Directory 32
- USER NAME 33
- User Definition 34
- PASSWORD 35
- PROFILE NAME 35
- USER FULL NAME 36
- Secured Functions Directory 37
- DESCRIPTION 38
- FUNCTION 38
- PRIMARY/SECONDARY RESOURCE 38
- SECONDARY 39
- TYPE VALUES 39
- Function Code Table 40
- The Monitor for MVS 2.0 2-25 41
- The Monitor for MVS 2.0 2-27 43
- The Monitor for MVS 2.0 2-29 45
- The Monitor for MVS 2.0 2-31 47
- Profiles/Resources Directory 49
- Fields PRIMARY RESOURCE 50
- TMON for CICS, TMON for 51
- DBCTL, TMON for 51
- MQSeries, and TMON for 51
- MVS do not use secondary 51
- Detail Profile Definition 52
- The Monitor for MVS 2.0 2-37 53
- LO-ACCESS LEVELS-HI 54
- PRIMARY RESOURCE 54
- SECONDARY RESOURCE 55
- Function Access Level Table 57
- The Monitor for MVS 2.0 2-43 59
- The Monitor for MVS 2.0 2-45 61
- The Monitor for MVS 2.0 2-47 63
- The Monitor for MVS 2.0 2-49 65
- The Monitor for MVS 2.0 2-51 67
- The Monitor for MVS 2.0 2-53 69
- The Monitor for MVS 2.0 2-55 71
- Access Methods 73
- The Monitor for MVS 2.0 3-3 75
- Product Applid System 76
- The Monitor for MVS 2.0 3-5 77
- MAXDATA should not exceed 80
- The Monitor for MVS 2.0 3-9 81
- Using Explicit Pass-Through 82
- JUMP=code 83
- REMOTE=applid 83
- The Monitor for MVS 2.0 3-11 83
- Using Implicit Pass-Through 84
- Using NaviGate 85
- The Monitor for MVS 2.0 3-15 87
- The Monitor for MVS 2.0 3-17 89
- Remote Sessions Directory 90
- The Monitor for MVS 2.0 3-19 91
- Remote Session Definition 93
- PRIMARY TMP 94
- The Monitor for MVS 2.0 3-23 95
- Remote Sessions Logon 96
- The Monitor for MVS 2.0 4-1 99
- Year 2000 Compliance Warranty 100
- Product Support 100
- Before Contacting 101
- Landmark 101
- . You also can 103
- (the quickest method) or 104
- Product Maintenance 106
- Service System (ECS) 107
- Electronic Customer 107
- Proactive 108
- Maintenance Policy 108
- Submitting an 108
- Enhancement Request 108
- New or Replacement 109
- Processors 109
- The Monitor for MVS 2.0 A-1 111
- Numbers and Special 113
- Characters 113
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