Problem Isolation and Tracking

PSI is prepared to assist you in resolving problems that are caused by errors in PSI’s software implementation.

When you send us a Problem Report, we will review the PSI Defect Tracking Database in case you are being affected by a problem of which we are already aware. If this is the case, we will share with you everything we already know about the problem, which may include a fix for the problem. If there is no known fix for the problem, we will add (to the PSI Defect Tracking Database) any new information we can gather from the occurrence of the problem on your system. If your problem is new to us, we will create a new defect in the database and add to it everything we know about the problem based on our work and interactions with you. Independent of whether or not the problem is new, we may be able to suggest diagnostics, inspect source code, or write test cases designed to isolate the problem to a functional area or component of the PSI software. In all cases, PSI will share with you an understanding of how the information acquired in its review of the problem can be used to derive conclusions about where the system is failing, and what the prospects are for resolving the problem.

Process:

Problem Report should be entered via the PSI Support website. Once PSI receives your Problem Report an acknowledgement will be returned to you by email.

PSI will then qualify the problem by attempting to reproduce it on one or more of the reference ports, or by inspecting the source code to determine the impact the problem has on the supported portions of the code. Once a problem is qualified in this manner, it will be entered as a defect in the PSI Defect Tracking Database and assigned a Defect Number and Priority.

PSI will inform the licensee of the status of its Problem Report at the end of the qualification process. PSI will also respond to queries from a licensee for the status of any of the licensee’s reported problems.

Prerequisites and Restrictions:

You will be provided with access to the PSI Support website to enter and view Problem Reports when you enter into the PSI Software License and Support Agreement.

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