Contacting BASIS Technical Support

Technical Support Contact Info

Email:	support@basis.com
Phone:	+1.505.345.5021

Visit https://basis.com/support for an overview of technical support resources, and visit https://basis.com/tech-support-policy for an overview of technical support policies.

For detailed information on technical support, the BBx Generations Customer Support Handbook describes how BASIS USA responds to customer requests for BBx (BBj, PRO/5, and/or Visual PRO/5) support when BASIS USA is the customer's primary support resource.

For technical support of BASIS products purchased from a Distributor, Reseller, OEM, or any company outside the United States, contact your dealer who either will answer your question directly or will contact us on your behalf.

BASIS assigns priority to technical support requests according to following methods of contact:

Requests initiated by phone or voice mail to +1.505.345.5021.
Online requests for Evaluation and Emergency Licenses.
Requests sent by email.

BASIS Technical Support assigns a higher priority to support requests with complete information. For informal support needs, use our online discussion forums to share your question or information with hundreds of other BASIS product developers around the world.

If you do not require timely assistance, you may report a software problem by emailing ReportABug@basis.com and including the information in the Software Problem Report Form below.

Required Information for Software Problem Reports

When contacting BASIS for technical support, be prepared to provide the information from the problem report form below, which is also available from the BBx Generations Customer Support Handbook:

SOFTWARE PROBLEM REPORT FORM
PROBLEM STATEMENT Describe the actual problem encountered: Please describe the behavior you encountered that you believe you should not have, or what behavior did you not encounter that you believe you should have? What behavior do you believe should have been encountered instead? What is the impact of this problem? Is it a production issue? Does it block end users from accomplishing their daily tasks?
PRODUCT VERSION OR VERSIONS Describe the BASIS product(s) in use: What version of each BASIS product was in use when the problem was seen?
RUN-TIME ENVIRONMENT Describe any aspect of the run-time environment that may contribute to the problem: What is the version of Java? What is the brand or type of Java (Oracle, AdoptOpenJDK, HP/UX or other source)? What is the operating system and OS version number? What is the license serial number involved? What user interface model is involved: CUI, GUI, or BUI? If GUI or CUI, is it running locally, using Web Start, or running as a Desktop App? If BUI, in what version of which browser(s) is the problem seen? Are there any special conditions such as running on VMWare, on Citrix, and so on?
REPRO STEPS Describe the steps that led to the problem: How did you reproduce it, and how can BASIS reproduce it? What specific steps or actions did you take to encounter the problem? What conditions or configurations of the product contributed to the problem? Does this problem always happen? If it only happens under certain configurations, with certain files, or after certain changes have been made, then please identify those contributing conditions.
MINIMAL SAMPLE PROGRAM (FOR BBx CODE OR LANGUAGE PROBLEMS) Provide a small, self-contained sample program that will allow BASIS personnel to obtain the results you cited (the PROBLEM STATEMENT when using the REPRO STEPS). Attach all source code and data files and configuration settings (STBL, SETOPTS, etc.) that are required to run this program.

SOFTWARE PROBLEM REPORT FORM

PROBLEM STATEMENT

Describe the actual problem encountered:

Please describe the behavior you encountered that you believe you should not have, or what behavior did you not encounter that you believe you should have?
What behavior do you believe should have been encountered instead?
What is the impact of this problem? Is it a production issue? Does it block end users from accomplishing their daily tasks?

PRODUCT VERSION OR VERSIONS

Describe the BASIS product(s) in use:

What version of each BASIS product was in use when the problem was seen?

RUN-TIME ENVIRONMENT

Describe any aspect of the run-time environment that may contribute to the problem:

What is the version of Java?
What is the brand or type of Java (Oracle, AdoptOpenJDK, HP/UX or other source)?
What is the operating system and OS version number?
What is the license serial number involved?
What user interface model is involved: CUI, GUI, or BUI?
- If GUI or CUI, is it running locally, using Web Start, or running as a Desktop App?
- If BUI, in what version of which browser(s) is the problem seen?
Are there any special conditions such as running on VMWare, on Citrix, and so on?

REPRO STEPS

Describe the steps that led to the problem:

How did you reproduce it, and how can BASIS reproduce it? What specific steps or actions did you take to encounter the problem?
What conditions or configurations of the product contributed to the problem? Does this problem always happen? If it only happens under certain configurations, with certain files, or after certain changes have been made, then please identify those contributing conditions.

MINIMAL SAMPLE PROGRAM (FOR BBx CODE OR LANGUAGE PROBLEMS)

Provide a small, self-contained sample program that will allow BASIS personnel to obtain the results you cited (the PROBLEM STATEMENT when using the REPRO STEPS). Attach all source code and data files and configuration settings (STBL, SETOPTS, etc.) that are required to run this program.

BASIS International Ltd. Contact Info

Phone:	+1.505.345.5232
Fax:	+1.505.345.5082
Email:	info@basis.com
Website:	www.basis.com
Address:	5901 Jefferson Street NE Albuquerque, NM 87109-3432