Accessing Technical Support

1. Online Self Help

• Frontline: http://frontline.compuware.com
• Changepoint Client Portal: https://guest.changepoint.com
• Compuware JavaCentral: http://javacentral.compuware.com

Registration is required. Frontline is only available to customers with current maintenance for their products. To register click on "Register' and complete the online form. An email will be returned within 3 days with a logon id and password.

2. Asia-Pacific Helpdesk

The Technical Support Helpdesk serves as a strategic entry point for all of your support requirements including:

• Response to technical questions
• Product upgrade coordination
• Password coordination
• Maintenance of customer configuration files
• Call escalations

Your calls can be serviced most effectively when you provide the following information:

• Compuware customer number
• Product name and version number
• Platform
• Operating system and version number
• Database type and version number
• Description of the problems
• Error messages (if any)
• Problem priority

All enquiries to the Compuware Helpdesk are assigned a unique call reference number. This allows us to track the status of your call, from the initial contact to an agreed resolution. Your call will be dispatched to the appropriate subject matter expert and a convenient time will be scheduled to discuss the enquiry.

Priority Assignment
When a call is opened, the customer should indicate a priority level applicable to the commercial severity of the problem. This priority has an associated service level, as described below:

Priority 1 incidents (production systems severely impacted) receive 24x7 service.

Escalation
Product problems that cannot be resolved through our technical support centre will be escalated to the appropriate product centre for in-depth analysis and resolution. Should you feel that your expectations are not being met, you may request to have your case reviewed by our management team.