Practical UNIX

Accessing UNIX Technical Support

Several kinds of technical support are available from each UNIX vendor. Some are provided free of charge, but most require that you have a support contract with the vendor. This section reviews each type of support and how you can obtain it. Although each vendor deals with support in a slightly different way, Sun’s support system is used as an example.

Escalating a Service Call Here’s something most vendors don’t tell you when you get a service contract, but you should know it anyway. If a problem you have found is severely impacting you, the technical support people aren’t calling you back in a timely manner, or they seem to be overly inexperienced, you can escalate the call. You do this by calling the tech ...