For support with zOSEM, CICS/EM and ESPS products:
The Trident Services online Help Desk application is available to our customers 24 hours a day.
The Help Desk allows authorized users to perform the following functions:
- Open a new PMR
- Review & update existing PMRs relating to your site
- Obtain PTF information
- Download product installation files and manuals
- Download product maintenance
- Review Trident newsletters and HIPER PTF advisories
Problem Reporting and Technical Questions: Product problems and/or questions should be directed to Trident’s technical staff via the following telephone number and/or e-mail:
Telephone: (800) 887-4336 (24x7)
General Inquiries: Use the following telephone number and/or e-mail address for questions regarding contract and/or billing information.
Telephone: (800) 887-4336 (8:00am - 5:00pm Pacific Time)
Problems submitted by e-mail outside of normal business hours (Pacific Time) will be processed the next business day. Problems reported by telephone will be processed according to the severity of the problem (Severity 1 = High / system down; Severity 2 = Normal / degraded operations; Severity 3 = Low / minor problem). Based on the customer’s knowledge of his/her problem, anything deemed a Severity 1 or Severity 2 should include a call to our 800 number as e-mails are not monitored outside of normal business hours.
Following are instructions on transferring files such as dumps or screen prints to Trident's FTP site:
- Start your FTP program and connect to FTP.ATPA.COM
- Login using the user ID and password provided by Trident Support
- Turn on binary transfer mode by issuing the following command: bin
- You may also want to turn on hash marks so you can see the transfer take place. Use the command: hash
- Now start the transfer with the put command as follows:
put your.directory\file.name triserv.file.name
Use the following file naming conventions:
pmrcccc.mmmdd.x.typWhere pmrcccc is the problem report number assigned to you, such as PMR0786; mmmdd is the current date; x is only used if sending multiple files, then use A through Z; end with the type of file, use TRS for packed dumps and TXT for any text files.
Below is a sample FTP session:
C:\WINDOWS> ftp ftp.atpa.com Connected to ftp.atpa.com 220 shell13.ba.best.com FTP server ready. User (ftp.atpa.com: (none)): userid 331 Password required for userid. Password: 230 User userid logged in. access restrictions apply. ftp> bin 200 Type set to I. ftp> hash Hash mark printing On ftp: (2048 bytes/hash mark) . ftp>put j:\dumps\uji.trs pmr0786.apr15.a.trs 200 PORT command successful. 150 Opening BINARY mode data connection for pmr0786.apr15.a.trs. ###################################################### ###################################################### 226 Transfer complete. ftp: 429884 bytes sent in 48.33Seconds 8.89Kbytes/sec. ftp> bye |