Previous Topic Table Of Contents Next Topic |  | # Technical Support NEON Systems, Inc. 14100 Southwest Freeway, #500 Sugar Land, TX 77478 ## Before calling NEON Technical Support Please have the following information available: The version and SVFXLEVEL of Shadow OS/390 Web Server running on MVS. Optionally you can provide the following information from the Shadow/SDF ISPF panels option 5.2 and selecting the PRODPARM group: HIGH MODULE ASSEMBLE DATE HIGH MODULE NAME HIGH MODULE VERSION ## Working with Technical Support
Support Option | How to Access | How it Works | This Option is Best for:
Email | Access to Technical Support via email: support@neonsys.com Email is available for receipt 24 hours a day, 7 days a week and is answered between 9AM-7PM CST Monday through Friday. | Email goes to the support queue, which is continuously monitored by a staff of cross-functional technical experts. It is answered in the order it is received. It is logged in the support database and assigned a trouble ticket number for tracking purposes. | This type of support is excellent for: Low to medium priority requests. It is a proven method for providing further information on critical problems that may have been phoned in. Sending us a list of collected lower priority items at a time that is convenient for you.
Phone | For access to Technical Support via phone, call: 1-800-505-6366 or +1 281 491-4200 | During normal working hours you will be transferred to someone who can usually answer your question on the first call. After hours, you may need to page a support person using our phone mail system. | This type of support is best for: High priority requests Initial installation questions To report obvious system errors Anytime you need the most rapid reply to your question
Internet | For access to Internet support, please visit our website at: www.neonsys.com | Simply visit our website. NEON Systems works to keep current, relevant materials on our website to support our trial and licensed customers. | This option provides immediate access to documentation, updated client-side drivers, and our product Knowledge Base. The Knowledge Base is a collection of questions answered by support. This type of support is best for: Answering your own questions Getting a better understanding of what customers ask on an ongoing basis.
Account Manager | Call your NEON Systems Sales Representative at: 1-800-505-6366 or +1 281 491-4200 | Your Sales Representative is your account manager. This person is ultimately responsible for your complete satisfaction with NEON Systems, Inc. | This type of support is best for: Pricing information Contract details Password renewal If you feel your needs are not being met