Kbase 15001: PROGRESS Support Practice For PROTERMCAP & PROTERMCAP info
| Autor |
Progress Software Corporation - Progress |
| Acesso |
Público |
| Publicação |
8/3/1998 |
|
PROGRESS Support Practice For PROTERMCAP & PROTERMCAP info
This KBase entry contains: a description of our support
practice regarding PROTERMCAP issues and the
Submission Process for a new PROTERMCAP entry. This
KBase Entry is subject to change.
Section 1 PROGRESS Support Practice for PROTERMCAP
---------------------------------------------------
This section contains information about the level of
support Progress provides for PROTERMCAP entries
supplied by Progress Software.
About Progress Support for PROTERMCAP
As part of every product, Progress ships PROTERMCAP
entries for use with PROGRESS Version 6, Version 7, and
Version 8--see Notes 1 and 2. The standard maintenance
services offered by Progress Software, including access to
PROGRESS Technical Support, apply only to the
PROTERMCAP entries listed as being supported by Progress
Software. All other PROTERMCAP entries provided by Progress
Software to the customer (hereinafter "Unsupported Entry"
or "Unsupported Entries") will NOT be covered under Progress'
maintenance policy and, except for the limited level of
support described below, Progress Software will not
be required to support with respect to such Unsupported
Entries.
For Supported Entries
---------------------
A customer may call for assistance on any
Supported Entry and, as a Supported Entry,
Technical Support is empowered to submit a bug
to Engineering, if necessary.
For Unsupported Entries
-----------------------
PROGRESS Technical Support for unsupported PROTERMCAP
Entries will provide support that is limited to:
Guiding the customer to Progress documentation
either in hard copy or electronic form and
encouraging the customer to write and support
their own PROTERMCAP Entry (See Note 3)
or
Introducing the customer to Progress Worldwide
Consulting who can assist the customer in
developing a customized Entry, or modifying an
existing one to fit the customer's requirements.
Note 1: Unless otherwise specified, Progress does NOT
support terminal emulators.
Note 2: Supported Version 7 PROTERMCAP Entries are
fully compatible with Version 8.
Note 3: For customers covered by a maintenance
agreement, PROTERMCAP documentation and Entries are
available.
Section 2: Who, What, When, Where, and How for PROTERMCAP
---------------------------------------------------------
This section describes where to find more information
about PROTERMCAP.
What's New?
- The List of Supported and Previously Shipped but
Unsupported PROTERMCAP Entries
- The programmer's documentation (FOR USE WITH V7.3C and V8 ONLY)
- The availability of hard copy of the PROTERMCAP KBase
entries
- The availability of the information in multiple forms
What Hasn't Changed?
- The Progress operating practice for the support
of PROTERMCAP
- Progress Software's commitment to assist the customer
- The involvement of Progress Worldwide Consulting to
assist a customer with a non-standard PROTERMCAP
issue
Who do I call for questions on PROTERMCAP?
For Technical Support, please call your designated
support center.
For Sales support, please call your designated
Progress sales office.
What Exactly is in the Master PROTERMCAP File?
- The Supported V6 PROTERMCAP Entries and supporting
software
- The Supported V7/V8 PROTERMCAP Entries and supporting
software
- The Test File Set used to test a hardware terminal
with a Protermcap Entry
- Various instructions on how to load and use the above
software
The Master File does NOT contain the PROTERMCAP Entries
for CTOS platforms. The CTOS entries are shipped separately
as part of the CTOS-configured products. At the present
time, there are CTOS Entries supported in V6 and V7,
however, there are no plans to support any CTOS entries
for V8.
Tell Me More About the Test File Set
The Test File Set is a set of Progress procedures
that are used to test Protermcap Entries. These were
developed by Progress Engineering and are now
made available to other Progress personnel and
customers to assist them in developing and
testing Protermcap Entries.
Both the Test File procedures and documentation are
part of the Master File.
Submission Process of New PROTERMCAP Entry
--------------------------------------------
Required Information
Progress will accept requests for new V7 PROTERMCAP
Entries if the requester follows the process as
described:
The Requester (i.e. Consulting, hardware vendor or a
customer) would first call their designated Support
Center and request a copy of the Test File Set for
PROTERMCAP.
With this file in hand, the Requester would execute the
Test File Set and if successful submit a request
to their designated Support Center that their
PROTERMCAP Entry be considered for inclusion in
the Master PROTERMCAP File Set. The Requester is to
supply the following information:
- Name of terminal
- The Programmers Manual for the specified terminal
- Request for Consideration
- Expected volume of usage (market size)
- Benefits of using this terminal as compared to the
presently Supported ones
- Description of the results obtained from executing
the Test File Set
Evaluation
This request and information will be forwarded to
Progress Marketing, who, working in conjunction with
Engineering, will make a determination as to whether
Progress wishes to consider this entry for
incorporation as a Supported Entry into the Master
File. A prompt response will be provided to the
Requester by Marketing.
Approval
If Progress determines that further consideration
should be made, Marketing, again working with
Engineering, will evaluate the actual Submission,
using the following steps:
- The Requester will supply an electronic version of
the entry under consideration
- The Requester will supply to Progress a loaner of
the particular terminal
- This loaner will be used for validation by
Engineering
- The results of the validation will be communicated
to the Requester
Incorporation into the Master File
- For an accepted submission, the Requester must make
arrangements for Progress use of the particular
hardware terminal for the time that the Requester
wants the submission supported.
- The new entry will be incorporated into a scheduled
release of software that contains the Master
PROTERMCAP File Set.
Note 1: Without the commitment of hardware terminal,
no submission can be considered
Note 2: If the terminal is NO LONGER available to
Engineering, the PROTERMCAP Entry will be removed
from the list of supported entries.
Progress Software Technical Support Note # 15001