Technical Support Services

There are several Technical Support services that you can use:

• Hyperion Solutions Technical Support Web Services
• Contacting Technical Support

Hyperion Solutions Technical Support Web Services

If you are an Hyperion Solutions customer who has purchased technical support services directly from Hyperion, you are eligible to access Hyperion Solutions's Technical Support Web Services through our web site,

SolutionSearch

This knowledge base allows you to find the Essbase solutions you need by searching on key words, error messages or problem categories. The search facility also has the capability to access and identify related articles in Hyperion's TechTips.

Technical Tips

This system is designed to quickly provide those partners and customers enrolled in Hyperion's maintenance service program with:

• Answers to frequently-asked questions and known problems
• Late-breaking technical information not included in released documentation
• Troubleshooting information
• Case studies

Support News

This service allows us to highlight important information for customers and partners, such as new patches, new support programs and hot technical tips.

Patch Central

This service allows customers and partners to see what patches are available and the patch contents. Authorized users can directly download Windows NT patches via the web site.

Case Submission

This is an interactive facility which allows the designated support contacts to:

• Submit support cases 24 hours a day
• View current status reports
• Provide increased case information
• Check status on all cases submitted by your company

Hyperion will provide the necessary ID information (passwords) required for access.

Contacting Technical Support

Telephone

United States
You can reach Hyperion Technical Support by phone between 6:00 AM and 5:00 PM, Pacific Standard Time, Monday through Friday using the following phone number:
(408) 744-1200
Fax: (408) 744-1300

United Kingdom
44 1344 664007
Fax: 44 1344 664001

France
33 1 55 94 01 39
Fax: 33 1 47 77 09 65

Germany
49 40 32 00 52 85
Fax: 49 40 32 00 53 75

• You must be a registered user to access Hyperion Technical Support Services. Please refer first to the manuals or online documentation to resolve your problem before contacting Technical Support. If Hyperion Solutions is not your software provider, contact your software provider's Technical Support.
• Technical Support includes priority service in critical situations and timely response in non-critical situations. We maintain all customer inquiries and resolutions in the Hyperion Support Tracking System database. Our standard telephone support agreement provides unlimited calls for two named company contacts available for a separate fee. Technical Support for Hyperion's Application Programming Interface (API) Toolkit is also available for an additional fee.

Please have the following information available when calling Technical Support:

• Exact error message.
• Actions you were doing before the problem occurred.
• Version of Essbase you are using.
• Type of operating system you are using for both client and server.
• Type of computer hardware you are using for both client and server.
• Support agreement identification number.

Web Site

You can find FAQs, download patches, submit and check status of support cases, and search an extensive solutions database using Hyperion's Technical Support Web Services at our web site:

Note:
If you do not already have access to Hyperion's Technical Support Web section, just have your company's support contact call Technical Support at (408)744-1200, or send e-mail to

Hyperion will provide the necessary ID information (passwords) required for access.