                       ParcPlace-Digitalk Technical Support
                         

Thank you for purchasing this ParcPlace-Digitalk Product.  We look forward to helping 
you get the most from the state-of-the-art OOP tools you've chosen.  

Telephone Support Services

30 Day Installation Support

ParcPlace-Digitalk provides registered users, with 30 days of free installation and 
tutorial support starting with your first call.  After 30 days, product 
support is available for a fee via a subscription to ObjectSupport 
(explained below).

Please remember before calling for technical support to have the following 
information available:

1. Your product serial number or access identification
2. The ParcPlace-Digitalk product name and version number
3. The operating system and version number
4. A brief description of the problem 
5. Any relevant error messages

ObjectSupport Extended Support

For your ongoing support needs, ObjectSupport extended support services is 
your solution.  The ObjectSupport program helps you become more productive 
in overcoming the tough development issues you face in building real world 
applications.  There are several ObjectSupport plans to choose from:

ObjectSupport User .......................................................$995/year

- Unlimited toll-free calls to ParcPlace-Digitalk Technical Support for 1 contact
- Product patches and maintenance releases at no charge
- Subscription to the quarterly technical newsletter, ParcTalk 
- 50% discount on product upgrades
- Private CompuServe section (access limited to ObjectSupport subscribers 
  only).  With the private CompuServe section, you can access up-to-the-minute
  problem reports, including fixes and workarounds where available, and access 
  a database of valuable programming tips and hints, commonly-asked questions 
  and answers, programs and source code.
- Special Internet address for submitting priority support questions 

ObjectSupport Corporate..........................................$2200 base fee/year 
                                                            plus $300 per license
                                                         or plus $750 per license*
(all of the services listed above plus):

- Unlimited toll-free calls to ParcPlace-Digitalk Technical Support for 3 contacts
- Monthly reports on case status, defect listings, etc. 
- 10% discount for contacts to the ParcPlace-Digitalk International Users Conference

* the per license fee of $750 for the year will entitle you to any upgrade that is 
  shipped during your contract year at no additional charge.

ObjectSupport Trial ..............................................$350 for 3 months

The same features as ObjectSupport User but for a limited three (3) month trial period.  
Users may extend their support to ObjectSupport User for the year within the 3 month 
trial period for $645. 

ObjectSupport Incident ...............................................$80 /incident

Customers may obtain access to Technical Support on a per incident basis.
For those customers whose 30-day installation support has expired and who have 
chosen not to purchase extended support via ObjectSupport, this offering is a 
viable option. Customers are charged on a per incident basis using a major 
credit card (VISA, MC, AMEX, Discover).

Registered users can use this new service by calling our Customer Service 
personnel at (714) 513-3000 and selecting option "5".  After the billing 
information is taken, your call will be returned by one of our ObjectSupport 
Support Engineers within one hour.

For more information on the ObjectSupport program, please call our Sales office 
at (800) 759-7272.


Electronic Support Services

CompuServe

In addition to our 30-day free phone support, you can participate in our public 
forum on CompuServe (applicable CompuServe on-line charges are incurred by 
the customer).  The ParcPlace-Digitalk forum is a popular feature of our free support 
services, with several hundred users visiting daily.  Talk to other forum 
participants or post your support issues here.  Simply become a member of 
CompuServe and type GO PPDFORUM to gain access to the forum.  Also on 
CompuServe is a database of known bugs which can be accessed by typing GO 
DBPPD.

Internet

You may submit only bug reports via our Internet address (bugs@parcplace.com).  
Bug reports will be acknowledged within one (1) business day of receipt.  A 
bug report form is attached to this document for your convenience.

Important Information/Numbers

Address:

ParcPlace-Digitalk, Inc.
ATTN: Technical Support
5 Hutton Centre Drive
Santa Ana, CA 92707

Telephone:

(714) 513-3000    Main
(714) 513-3100    FAX

Support Hours:

Monday - Thursday
7:30 am - 5:00 pm PST

Friday
7:30 am - 1:00 pm PST

ParcPlace-Digitalk policies are subject to change without notice.  All prices are US
dollars.



                              BUG REPORT FORM

  Return to: ParcPlace-Digitalk, 5 Hutton Centre Dr., Santa Ana, CA 92707    
  Fax: 714-513-3120

  Bugs can also be reported via Compuserve: 75300,460, ParcPlace-Digitalk Forum, 
  Bug Reporting section and Internet: bugs@parcplace.com

  Name of person reporting bug: __________________________________________
  Company: _____________________________Object Support ID#:____________ 
  Address: _______________________________________________________________
  State: ______________________________ Zip code: ________________________ 
  Phone: ______________________________ Fax: _____________________________
  Internet address: ________________________ Compuserve ID: ______________

  Product: ________________________________________ Version: _____________
  Virtual machine file name: ___________date: __________ size: ___________
  operating system: ______________ Version:_________ Revision: ___________
  network software: _______________Version: _________Revision: ___________
  Memory resident software (tsr's, email):
    Name: ___________________________________________ Version: __________
    Name: ___________________________________________ Version: __________

  Description of bug (Include error messages. For documentation include: 
  manual name, print date and page number. Attach sheet if necessary.)

  ________________________________________________________________________

  ________________________________________________________________________

  ________________________________________________________________________

  ________________________________________________________________________

  ________________________________________________________________________


  Steps to recreate bug (Attach sheet if necessary):______________________

  ________________________________________________________________________

  ________________________________________________________________________

  ________________________________________________________________________

  ________________________________________________________________________

  ________________________________________________________________________



  Hardware Information

  CPU type: _____________ Brand: ___________ Speed: ________ BIOS: _______

  Video card: ____________________________ Driver: _______________________ 
  Mode: ___________________________ Resolution: __________________________
  If video issue, can problem be duplicated with OS supplied driver?
  (Yes/No) ________________ In VGA mode (Yes/No): ________________________

  Hard disk controller type (SCSI,IDE, EDSI): ____________________________
  Hard disk size: ___________ Free space: ___________ Physical RAM: ______
  Virtual memory(Yes/No): _________ Type: _________________ Size: ________

  Other pertinent hardware info (Network, SCSI devices): _________________
  ________________________________________________________________________

  Please attach a copy of your config.sys and/or autoexec.bat.

  For internal use:  Date received: ______________________________________
  Resolution/AR No.: _____________________________________________________


