Submit your support incidents using the Web Support Tool.
Ask for a sales rep to contact you about bringing your maintenance up-to-date or try the Other Resources listed below. Information on maintenance reinstatements can be found here.
Customers with a current Annual Maintenance Agreement can receive support from our Web Support Tool at http://support.alchemysolutions.com/. The Web Support Tool lets you submit. review and monitor incidents, participate in Web conversations with our Technical Support engineers and browse the NetCOBOL knowledge base. View the Web Support Tool User's Guide for more information.
All support incidents must be initiated through the Web Support Tool. Customers will receive an initial response within one business day for high priority incidents and within two business days for all other incidents. If the support team requires more informtion, a support engineer may contact you by phone. If you experience problems logging on to or using the Web Support Tool, please e-mail support@alchemysolutions.com.
If you do not have a current maintenance agreement, contact an Alchemy Sales representative.
A summary of our Defect and Support Policy can be found here:Defect and Support Policy Summary
Our full support policy is available as a PDF download.
The Annual Maintenance Agreement covers Alchemy Solutions products. It does not cover “How to” questions, requests for samples or documentation or questions about interfaces to other third-party tools. Our support team will respond to such questions on a pay-per-incident basis. A statement of work will be provided for all pay incidents, with pricing starting at $125 per incident. Pay incidents are only available to customers who have a current Annual Maintenance Agreement.
Please note that Alchemy Solutions reserves the right to determine whether incidents entered are deemed within the scope of support services. For more complex issues and those that cannot easily be limited in scope, please contact a sales representative to discuss training and services provided by Alchemy Solutions Professional Services. A sales representative can be via email at: cobol@netcobol.com.
A One-Year Maintenance Agreement includes:
Periodically we may issue product update packs between major product releases. These are available in our SOFTWARE Download area within the Alchemy Solutions support portal.
We do not support previous versions of our software. However upgrades are readily available through our Web Support Tool.
The following lists additional places to look for help and samples:
comp.lang.cobol - Main discussion group on the Web for those interested in all COBOL language and usage matters.
COBOL User Groups (COBUG) - This COBOL programming portal is a one-stop resource for the COBOL community where you will find references to programs, jobs, compilers, tutorials, user groups and other COBOL programming resources.
tek-tips.com – This is an independent Web forum that provides free access (after registration) to a wide variety of bulletin board style threads on many aspects of information technology. This web site hosts a COBOL forum involving people who may be able to answer NetCOBOL-related questions.
