Contact Technical Support

Support Eligibility

MagniComp^TM offers the following types of Technical Support for SysInfo^TM:

• Pre-sales Support. Free support is available to anybody evaluating SysInfo for purchase. Our Technical Support group is ready to answer your questions and help overcome any technical problems you might encounter during your evaluation.
• Customers who purchased Maintenance. If you purchased Support and Maintenance with your license, then you are eligible to receive Technical Support while your Support and Maintenance is valid.

Support Hours

• Technical Support by phone is available 9am-6pm Pacific (PST) time Monday - Friday excluding official US holidays.
• Technical Support by email is available 24 hours a day. We will respond to your report within 1 business day or less.

Contacting Technical Support

Need to contact Technical Support? We are ready to assist you. Please make sure to read our Support Eligibility requirements.

Technical Support is available via email and phone. We strongly encourage you to try our Technical Support by Email due to the Required Information we need to assist you and due to the challenges of frequently being in different time zones (we're in the Pacific (PST) time zone).

Required Information

When reporting a problem, please provide the information specified below as this will significantly speed up problem resolution.

Installation related problems

1. Your License ID or Maintenance Agreement number which will allow us to verify your Support Eligibility. If this is a Pre-Sales Support request, please state such. For information on how to determine your License ID Number, click here.
2. A description of the problem including if the problem occurs on more than one system.
3. Operating System name and version. e.g. Solaris 2.6
4. Your system's hardware model. e.g. Sun Ultra-2
5. If you are on a UNIX, Linux, or Mac system, please create a script of the problem using the script(1) command. i.e.

   script /tmp/sysinfo.problem.log
   /bin/sh mcsysinfo-6.0-solaris-sparc.sh
   Some error message
   exit
   

   The file /tmp/sysinfo.problem.log should then be included in your email to Technical Support.

Post-installation problems

1. A description of the problem including if the problem occurs on more than one system.
2. SysInfo debug output. Use the following command to obtain debug output:

   mcsysinfo --msglevel all --cache no --debug --logfile sysinfo-debug.txt --output sysinfo-output.txt

   The files sysinfo-debug.txt and sysinfo-output.txt should then be sent via email as an attachment. Sending the debug output in the body of an email will make it very difficult for us to analyze the data which will increase the time it takes to resolve the problem.

Contact Support by Email

We highly encourage you to contact Technical Support by email to insure the quickest resolution. Please email the following information to support@magnicomp.com:

1. Your name.
2. Your phone number and hours (please include time zone) you can be reached.
3. All the Required Information.

Contact Support by Phone

We highly encourage you to contact Technical Support by email to insure the quickest resolution. However, we are ready to assist you by phone. Please make sure you have the following information available:

1. All the Required Information.