Case Management

CodeGear provides an on-line case management tool for our support agreement holders to create cases with the Developer Support Team. The on-line case tool allows you to collaborate with our product experts to solve your development issue.

Note that it may be possible to submit a case for a product you currently do not have under a support contract. We will not be able to respond in that case, so please ensure you select the correct product to avoid unnecessary delays.

Prior to submitting your case, please have the following:

Define the problem as specifically as you can - It is very important that you be as specific as possible in explaining a problem or question to our support engineer so they can provide you with exactly the right solution.

Each case should be a single issue – Avoid entering cases that have multiple issues in them. A single support issue is a problem that cannot be broken down into subordinate parts.

Provide a test case – Whenever possible, attach a test case or provide steps to reproduce your problem. It is easier to troubleshoot a problem if we can reproduce the issue in-house.

Note: The case management tool requires you to log into the system. This is a separate login from the Developer Network. You should have received your username and password from our contracts team when your agreement was set up.

To log onto the case management tool, please go to

https://na3.salesforce.com/sserv/login.jsp?orgId=00D500000007Mdw