RTI Support Corner: Welcome to the new series!
First Published Friday, 15th June 2012 02:30 pm from Real-Time Innovations (RTI) : rtibobby
The opinions expressed by this blogger and those providing comments are theirs alone, this does not reflect the opinion of Automated Trader or any employee thereof. Automated Trader is not responsible for the accuracy of any of the information supplied by this article.
Welcome to the first of many blog postings from our
Support team. The Support team members are excited to begin this
new series which will give us an opportunity to informally
present common situations our customers face in addition to tips
and tricks that can help readers just starting out with RTI
Connext. The postings in this series are not meant to be as
detailed as our Solutions in our knowledge base but they will
contain enough information to be beneficial to the end user. If
you have any questions on what's presented in the postings,
please feel free to leave comments and we'll respond. If you have
an actual support question, please contact us directly using one
of the channels mentioned below.
first posting, I'll explain what you get with a Maintenance and
Support (M&S) agreement, how to contact RTI Support and
how to get the most out of RTI Support.
So you purchased a Maintenance and Support
agreement. Now what?
an active M&S agreement have access to RTI's support
staff and online customer portal.
RTI support staff includes:
- Technical assistance on how to use the RTI Connext
- Assistance debugging distributed
systems using the RTI Connext products.
- Advice on general implementation questions or
workarounds to known issues.
installing and configuring of the RTI Connext
- RTI support phone line 9/6 PST and
09:00 - 18:00 UTC+1 Time (Madrid, Spain).
- Email access to Support.
Access to the RTI Online Customer Portal
- Online access through
the RTI Support portal for examples and solutions to common
- Access to new and updated software
versions of the licensed RTI products.
- Access to patches and engineering releases.
- Searchable, Online documentation.
- Case history, including open and closed
There are three ways to
get access to our support staff. The primary way is through the
online customer portal. Users can log into the portal at href="http://support.rti.com/">http://support.rti.com
to open a new case or view previous cases. When a support case is
submitted through the online portal, a member of the support team
will respond with a comment in the case. The user will receive an
email notification stating that there is a new comment in the
case and they will have to log in to review it. Users and support
team members can also attach files to a case, and the user will
have to log in to download the file.
second most common way to gain access to the support staff is via
our support email: href="mailto:firstname.lastname@example.org">email@example.com. When
an email is sent to our support alias, a new case is
automatically created in our case management system. Users can
log in to the customer portal to view the case, however, there is
an important difference between the portal method and the email
method of accessing support. When a case is created using the
email alias, the support team will respond to the user via email.
This gives the customer the flexibility to have communications be
through email or through the online portal, whichever they
The third way to contact RTI Support
is through our support hotline. However, before I give out the
phone numbers I would like to mention that this year we
established a new Spanish Development Center (SDC) in Granada,
Spain. Not only will we have a development team at this new
location, we will also have a support staff which will help us
provide better global support coverage to our customers. We are
very excited about this and look forward to providing faster
response times to our EMEA and APAC customers.
Our support hotline is definitely the least used method
among the three. I believe this is because of the nature of the
problems customers face when using RTI Connext. It is very hard
to resolve issues on the phone since we usually have to spend
time researching past cases and creating reproducers. So when a
call comes in, our support staff will create a new case and
record as much information as possible.
phone numbers and hours of our support hotline are:
RTI Support - USA
9am - 6pm Pacific Standard Time
RTI Support - EMEA
+34 (958) 27 88 62
09:00 - 18:00 UTC+1 Time
If for some reason a support
engineer is unavailable to answer the line, a caller will be able
to leave a voicemail. When leaving a voicemail, please include
the following: RTI Customer ID for the account; Named User; and
Case Number if calling about a current or previous
Something important to consider when
contacting RTI Support: Regardless of which method is used to
contact support, the more information that is provided up front
the faster we can help to resolve the issue. We recommend that
the following information be provided with the initial case
- Problem description:
- What's the problem?
error/warning messages? Attaching an Error Log can be the
simplest method of providing this information.
- Describe your scenario. How often does it happen? When
does it happen (startup, steady state…)?
- Is it easy to reproduce? How is the problem reproduced?
If possible, please provide a HelloWorld-style
- If using the RTI monitoring
library, attaching the log from RTI Monitor GUI can be
- Configuration description:
Version number: e.g. RTI Connext 4.5f.
- Architecture on which the issue is occurring (e.g.
- Programming language
(e.g. C, C++, Java)
- QoS settings for your
applications. Attaching your QoS XML configuration file, if you
are using one, can be the simplest method of providing this
- IDL/Data types used.
- Description of your test environment (e.g. number of
hosts and processes).
- Any special
circumstances or configuration that you feel bears upon the
problems you are experiencing.
- If the case
is in regards to an RTI tool, please include XML configuration
file for the tool.
As a reminder of the above, an automatic response email
is sent to the user when submitting a case via the online
customer portal or through email.
If you have
any questions on the above information, please don't hesitate to
contact RTI Support (you now know how to).
RTI Support Manager
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