Support Central

Depending on the severity of the problem, our Technical Support Analysts will provide the customer with several types of resolutions: Unverified Fixes, Verified Fixes, or HIPER Fixes. These fixes are in the form of a PTF or APAR Zap.

Unverified Fixes: An unverified fix is a fix that has been tested by a BMC quality assurance group, however, this testing has not been deemed sufficient to verify the fix. When you are given an unverified fix, you will be advised that it has not been verified.

• These fixes are available on Candidate tape. They are also entered into the BMC Knowledge Database.

Verified Fixes: A verified fix is a fix that has been tested sufficiently by a BMC quality assurance group and/or by one or more of our customers.

• These fixes are available on both Candidate and PUT tapes. They are also entered into the BMC Knowledge Database. If a verified fix corrects a problem introduced by a fix distributed on a PUT tape, then the fix will be entered into the Proactive Notification system for the affected products.

HIPER Fixes: A High Impact /PERvasive fix is a fix for a potential Severity 1 error that has been detected in a released product. The fix corrects a problem that could impact the overall performance or stability of your operating system.

• These fixes are tested and verified before a special notification is sent out to all customers that could be affected. They are also entered into the BMC Knowledge Database and the Proactive Notification system for the affected products.

APARs

An APAR will be added to a Technical Bulletin to provide information regarding a circumvention if a high impact problem is discovered on the monthly PUT tape. The actual fix will be included during the regular monthly PUT cycle when the PTF reaches a verified status.

PTFs in Error - PE PTFs

PTFs found to be in error (PE PTFs) will have an error HOLD defined for them. These error HOLD statements are contained in an SMP Error Hold file distributed with the PUT media.