( ESNUG 199 Item 1 ) ---------------------------------------------- [10/20/94]
From: mga@Synopsys.COM (Michael Albrecht) & vito@synopsys.com (Vito Mazzarino)
Subject: (ESNUG 196 #6 198 #1) "Hotline Refuses To Help Via E-mail"
John,
In reality, the engineers at the Synopsys Support Center prefer the use of
email when resolving issues because:
1. Correspondence is self-documenting
2. Initial questions & responses are typically better thought out & presented
3. Testcases can be appended easily to email (in contrast to live calls)
4. Engineers can investigate issues and respond when information is available
rather than holding customers on-line (via phone) while the investigation
is conducted
Currently, 15% of our issues are initiated and resolved via email and for the
above the reasons we would like to take this opportunity to encourage its use
when working with the Support Center.
When contacting the Support Center via email, please feel free to use the
following template as it will allow us to more quickly characterize and respond
to your issue (section in parentheses indicate information we need from you):
LOGID: (XXXXX or NEW)
PRODUCT: (Design Compiler, VSS, Test Compiler, etc.)
VERSION: (3.0c, 3.1a, 3.1b, etc.)
NAME:
COMPANY NAME:
PHONE NUMBER:
SITE ID: (NUMBER)
PROBLEM DESCRIPTION:
TOOL OUTPUT: (ERROR MESSAGES, ETC. WHERE APPLICABLE)
TEST CASE: (WHERE APPLICABLE)
Please note that if your issue has already been encountered (Defects, Tool
Usage Issues, etc.) it can be found in SovIt (solvit@synopsys.com). If you
have tried SovIt please indicate this in your email so that the Applications
Engineer can make sure the solution is entered into the SovIt System.
- Michael Albrecht and Vito Mazzarino
Synopsys Support Center Managers
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