3.1.2 Matrix Server Administration Guide

Chapter 1: Introduction 17

PolyServe Technical Support

PolyServe Technical Support provides both technical assistance and

product information and downloads.

Technical Assistance

If you have a technical issue with Matrix Server or a PolyServe Solution

Pack, you can contact PolyServe Technical Support for assistance. For

more information about PolyServe Technical Support, go to the PolyServe

web site.

http://www.polyserve.com/support.php

If you have an urgent issue, we recommend that you call Technical

Support using one of the phone numbers listed on the Web page. If the

issue is less urgent, we recommend that you complete the Online Incident

Report form, which automatically places your issue in the PolyServe

incident tracking system.

When reporting an incident, please have the following information

available:

• Your operating system and the affected product.

• A description of the problem.

• A timeline of the events that occurred.

You may be asked to run the Matrix Server mxcollect utility, which

collects system logs and other information, and then forward the logs to

PolyServe. For information about running mxcollect, see “Collect Log

Files with mxcollect” on page 250.

Product Information and Downloads

PolyServe provides product information and downloads in MatrixLink,

which is located on the PolyServe Web site

www.polyserve.com. Click on

MATRIXLINK and then enter your username and password to access your

MatrixLink account.

If you would like to open a MatrixLink account, submit an Online

Incident Report form stating your full name and your full business

address and telephone number.