3Tera Support

Self-help Resources

• http://doc.3tera.com - AppLogic product documentation
• http://forum.3tera.com - AppLogic discussion and support forum
• http://gridu.net - Grid University: free interactive and recorded training sessions

These links are also accessible through the Support Tab of your grid dashboard.

3Tera Partner Resources

3Tera partners and direct licensees can also obtain contract-based support and additional information resources.

On-line

• http://wiki.3tera.net - 3Tera partners wiki
• http://helpdesk.3tera.com - 3Tera partners support portal
• http://bugs.3tera.net - AppLogic change tracking system

Live Support

Support hours are Monday through Friday, 9:00am to 6:00pm Pacific Time (GMT-0800).
We may be able to respond outside these hours. Please mark urgent messages as such. Use the following ways to conttact us:

• e-mail: support@3tera.com
• phone: (888) 492-4738
• fax: (949) 305-0160, ATTN: Technical Support

When calling the emergency phone support, please e-mail to support first - this will ensure that all support engineers will have access to your information.
Keep in mind that the phone support rings several engineers in sequence; don't hang up while it is ringing.

Interactive Sessions

We can set up interactive help sessions using WebEx. To reach our WebEx site, go to http://3tera.webex.com/. You should also receive from us a meeting number to set up a successful session.

We have verified access with the following browsers/OS combinations:

• Windows XP: MS Internet Explorer, Mozilla Firefox
• Linux: Mozilla Firefox with Java plug-in

WebEx sessions require Java or ActiveX to work. For more information on system requirements and to test whether your browser can access WebEx, go to http://developers.webex.com/api/jointest/index.php.