Technical Support Center
Quick Start
July 1, 2015
http://techsupport.informationbuilders.com
Table of Contents
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Navigating the Technical Support Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Technical Support Center Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Navigation Quick Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
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Overview
The Technical Support Center (TSC) provides quick access to all of the Technical Support resources that you need.
This guide describes the components of the TSC and includes a Quick Reference to help you map content between
the former website and this new user interface. Use this guide to familiarize yourself with the TSC. We have
included details on how to contact us if you need help or want to provide feedback.
Contact Us
We’ve heard from customers that the TSC is easy to navigate, but we’ve developed this guide to help you as you
learn the new layout. If you can’t find what you’re looking for, try this:
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•
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Take a look at the Quick Reference section at the end of this document to see how we’ve mapped the
former Technical Support website options to the interface options in the new Technical Support Center.
You can send us your query using the feedback tab on the right-hand side of most screens; be sure to
include your phone number or email address so we can contact you with an answer.
You can always contact us directly: Sarah_Buccellato@ibi.com, Michele_Brady@ibi.com,
Mary_Casull@ibi.com, Frances_Gambino@ibi.com. We’re all standing by to support your success!
Why Did We Create the Technical Support Center?
Our customers’ success is our top priority. Several months ago, we initiated a project to upgrade our technical
support website. Our primary goal was defined by your input - coordinate and enable easy identification and access
to all technical support services and resources. We could not have accomplished this project without the customer
feedback, feature suggestions, and user interface reviews that you provided. Thank you for that support!
As you use the new Technical Support Center, please continue to share your experiences, send us your feedback,
and relay suggestions for further enhancements. Let us know how else we can enable your success.
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Navigating the Technical Support Center
The main navigation toolbar provides quick access to all of our Technical Support services and resources. All of the
content from the former Technical Support website has been organized into this new navigation toolbar, based on
customer input, for easy identification and navigation.
Home Tab
Navigate to TSC and Information Builders home pages:
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Technical Support Center
Go to the Technical Support Center home page.
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Information Builders Home
Go to the Information Builders corporate home page.
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InfoDiscovery Support Home
Go to the InfoDiscovery Support home page.
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Focal Point Community
Go to the Focal Point Community home page. This is our main community page, from which you can interact
with developers, access forum posts by product, or post a query. You can also sign up for webinars or
register for local and virtual user group meetings. If you’re new to Focal Point, be sure to visit and join our
community!
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Education and Training
Go to the Information Builders Education and Training home page. This is our main training services page,
from which you can browse or select the online or classroom training options that are right for you.
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Products Tab
Navigate to product-specific services, resources, and information:
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WebFOCUS
See what’s new and access all product announcements for this product area.
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iWay Software
See what’s new and access all product announcements for this product area.
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FOCUS
See what’s new and access all product announcements for this product area.
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InfoDiscovery
Go to the InfoDiscovery Information Center. Access content and videos to quickly begin using this data
discovery tool to create visualizations.
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Product List
Go to the corporate website listing of all Information Builders products. This enables you to learn more
about any Information Builders product.
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Download Tab
Access software download services, resources, and information:
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Overview
Read an overview of Download services and resources.
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My Downloads and Shipments
Access information about your downloads and shipments.
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FOCUS for Mainframe Service Packs and PTFs
Access service pack upgrade information, including technical memos, release notes, and PTFs.
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Technical Content Tab
Link to Technical Content services, resources, and information:
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Technical Content Library
Search and download release technical content for all products. Visit the Bookstore to download content in
PDF and HTML formats or to order a print book. Visit product-specific Information Centers.
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Technical Video Center
Watch technical videos.
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Publications
Read or search our technical journal and newsletter archives.
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Customer Connections
Make a connection with the technical content development team! Provide feedback on your experience,
preview new content services, and suggest changes in technical content management. We’d love to hear
from you!
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Search Technical Content
Search technical release documentation using our new search option, which is powered by WebFOCUS
Magnify.
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Knowledge Base Tab
Access our Knowledge Base content and information:
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Release and Compatibility
View release and compatibility information for WebFOCUS, iWay Software, and FOCUS.
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Supported Systems and Adapters
View supported operating systems and adapters by release. Access IBM z/OS Compatibility information and
read the Release and Maintenance policy for WebFOCUS Reporting and DataMigrator server.
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Technical Memos
Read or search our collection of technical memos.
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FAQ
Browse FAQ for WebFOCUS, iWay Software, and FOCUS, as well as general technical support topics,
including technical support, secure data handling, and product terms.
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Techniques and Code Examples
View techniques and code examples for WebFOCUS, iWay Software, and FOCUS.
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View By Product
Browse the Knowledge Base by product category.
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Search Knowledge Base
Search all Knowledge Base content or refine your search by content type and collection.
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Resources Tab
Access services, resources, and related information to support your success with Information Builders products.
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Advisories
Information Builders issues advisories to alert customers to any changes in support or functionality,
problems that may seriously affect the functionality of released or downloaded software, late-breaking
information on installation or configuration processes, and third-party vendor issues that may affect
functionality. Use this option to access advisory content by product and date or to view previously issued
product advisories.
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Announcements
Announcements include, but are not limited to, news about new or existing software releases, product
lifecycle updates, and new services or publications. Access this option to view the announcements for
WebFOCUS, iWay Software, and FOCUS.
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FAQ
Browse FAQ for WebFOCUS, iWay Software, and FOCUS, as well as general technical support topics,
including technical support, secure data handling, and product terms.
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Remote Assistant
Learn how to use this web-based, screen-sharing tool that allows a Technical Support Representative (TSR)
to share your desktop and resolve support issues more quickly and effectively.
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Focal Point Forums
Ask questions and share your expertise in product forums within our Developer Community Center.
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Higher Education Customer Content Exchange Mart
This is a facility for WebFOCUS content exchange amongst our higher education customers.
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WebFOCUS appBranding Kit
Learn how to quickly create all of the elements necessary to give your WebFOCUS application an attractive
and modern look and feel. Use this theme-based styling approach to significantly reduce the time it takes to
style reports, charts, and dashboards.
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Contact Us
Read about how to contact Technical Support. Learn how to open a case online and prepare the materials
that will enable us to efficiently address your request. Look up phone numbers and holiday schedules for our
support offices around the globe.
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My Account Tab
Access information to manage your profile, site codes, cases, and downloads. Sign up for Advisories and learn how
you can share your screen to facilitate resolution of reported issues.
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My Profile
Update your contact information, change your password, or sign up for InfoResponse Online Product
Announcements and Advisories. Links from this page enable you to manage your site code/serial number list
or update site configuration profiles.
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Advisory Sign-up
Sign up to receive Technical Support product Advisories and Announcements. Advisories alert customers to
any changes in support or functionality, problems that may seriously affect the functionality of released or
downloaded software, late-breaking information on installation or configuration processes, and third-party
vendor issues that may affect functionality. Announcements include, but are not limited to, news about new
or existing software releases, product lifecycle updates, and new services or publications.
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Add a Site Code
Add a site code or serial number to your profile.
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Site Profiles
View and manage your site profile.
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Case Management
View and update your cases. Open a new case.
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My Downloads and Shipments
Access information about your downloads and shipments.
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Remote Assistant
Learn how to use this web-based, screen-sharing tool that allows a Technical Support Representative (TSR)
to share your desktop and resolve support issues more quickly and effectively.
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InfoResponse Support Plans
Learn more about the range of support services that we offer to ensure your success with our products.
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Log In/Log Out Tab
Log in/log out of the Technical Support Center to access secure services and information.
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Technical Support Center Home
The TSC webpage layout offers one-click access to the three core areas of our Technical Support services:
Community, Technical Content Library, and Case Management.
Focal Point Community
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•
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Interact with over 8,500 developers through the Community forums.
Sign up for webinars.
Attend local and virtual user groups.
Technical Content Library
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Access release content by product.
Watch getting-started and how-to videos.
Connect with us to enhance technical content and develop new technical content services.
Case Management
• Open, update, and view cases.
• Manage site profiles. Add and delete site codes.
• Chat with a Technical Support representative.
We’ve also made space to enable one-click access to more of the frequently-used content that you’ve identified.
These are displayed in the boxes on the TSC homepage. Bookmark your favorites for easy reference or bookmark the
TSC homepage.
Additionally, these features were developed with the support of customer input and review:
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Expanded self-service topics, which enable you to identify and bookmark the content you need for quick
access and reference.
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Targeted search options, which enable you to manage your search across all technical support repositories
and collections.
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Coordination of Advisory and Announcement content, which enables you to quickly see the latest postings.
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A more prominent, central location for timely news and features services, to keep you informed of every
Technical Support enhancement and innovation.
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Navigation Quick Reference
The chart below maps content from the former Tech Support website to the new Technical Support Center
interface. Use this chart as a quick reference and to familiarize yourself with the Technical Support Center.
Former Technical Support website
Home
Home/Support Home
Home/Information Builders Home
Home/InfoDiscovery Home
X
X
Products
Products/Product List
Products/InfoDiscovery
Products/WebFOCUS
Products/iWay Software
Products/FOCUS
Case Management
Case Management/Add and Delete Site Codes
Case Management/Learn More about Case
Management
New Technical Support Center
Home/Technical Support Center
Home/Information Builders Home
Home/InfoDiscovery Home
Home/Focal Point Community
Home/Education and Training
Products/Product List
Products/InfoDiscovery
Products/WebFOCUS
Products/iWay Software
Products/FOCUS
My Account/Add a Site Code
My Account/Case Management
Publications
Publications/Technical Library
Publications/Systems Journal Archives
Publications/WebFOCUS Newsletters
Technical Content/Technical Library
Technical Content/Publications
Technical Content/Publications
Download
Download/Overview
Download/My Downloads and Shipments
Download/FOCUS for Mainframe Service Packs
and PTFs
Download/Overview
Download/My Downloads and Shipments
Download/FOCUS for Mainframe Service Packs
and PTFs
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Resources
Resources/Overview
Resources/Top Topics
Resources/FAQs
Resources/Remote Assistant
Resources/Search
Resources/Customer Content Exchange Mart Higher Education
Resources/WebFOCUS appBranding Kit
Education
X
Resources/Advisories
Knowledge Base/Release Compatibility
Knowledge Base/Supported Systems and Adapters
Knowledge base/Techniques and Code Examples
Resources/FAQ
Resources/Remote Assistant
Technical Support Center Home/Search
Technical Library/Search
Knowledge Base/Search
Resources/ Higher Education Customer Content
Exchange Mart
Resources/WebFOCUS appBranding Kit
Technical Support Center Home/Education and
Training
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