MAI COMPANY CONFIDENTIAL FIELD INFORMATION BULLETIN SERVICE GROUP(S): MINI MFG: BASIC FOUR NACS TYPE(S): N009 MFG. MODEL(S): ADMINISTRATIVE CATEGORY: GENERAL DESC: PROCEDURES *** TABLE OF CONTENTS AS OF 11/08/97 *** FIB 00001.System Log maintenance information..........................03/20/80 FIB 00002.Deleted ....................................................11/08/97 FIB 00003.Instructions for when equipment is missing at installation t01/25/95 FIB 00004.Instructions for when equipment is damaged in shipment......04/29/83 FIB 00005.Procedure to obtain SSN Authorization Code..................11/08/97 FIB 00006.Special parts return procedure for parts problem analyzation02/21/90 FIB 00007.Technical Action Request (TAR) program information..........01/10/89 FIB 00008.Customer Support Escalation Policy..........................12/27/94 FIB 00009.SPX CONFIGURATION HISTORY.........................(Text Inco02/04/88 FIB 00010.After hours parts ordering..................................01/25/95 FIB 00011.MAI Engineering Model Numbers...............................10/06/92 FIB 00012.Dump tape report form.......................................01/25/95 FIB 00013.Procedure to access the Apriori database at MAI ............11/08/97 GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------Table Of Contents Pg01 of 01 FIB 00001 03/20/80 *** System Log maintenance information *** On-site maintenance of a System Log at each Basic Four installation is mandandantory. System Log sheets are available in the branch offices. When a new installation is completed, a System Log book must be initiated at the new customer location. The first entry in the System Log should contain all pertinate installation activity and a list of the machine types and their serial numbers. Ensure that the system log entry is completed for every call taken or for PM performed. Upon completion of a System Log sheet, remove the yellow copy and return it to your branch office for placement in the customer file. The white copies are to be retained and maintained at the customer site. ORIGINATOR: Sorbus Policy GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB001 Pg001 FIB 00002 03/15/82 *** Deleted *** ORIGINATOR: DIETER GOEHRISCH GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB002 Pg001 FIB 00003 01/25/95 *** Instructions for when equipment is missing at installation time *** If necessary equipment is missing at installation time, call MAI Systems Customer Care Center - 800/854-8032 - and provide the following information: 1. ETR number 2. Date of shipment 3. Customer's name and address 4. Basic Four part number of the missing part(s) Customer Care group may request service to loan the needed part from their spare inventory. If possible, place an emergency order for the part(s) and ship them directly to the requesting location, within 24 hours. For more detailed instructions, contact your manager. ORIGINATOR: D. GOEHRISCH GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB003 Pg001 FIB 00004 04/29/83 *** Instructions for when equipment is damaged in shipment *** If, before or during installation, it is realizsd that a machine was damaged in shipment, contact your manager immediately. Document the machine type, Basic Four model number, serial number and the areas of damage. If feasible, estemate the possible repair time and parts required and include this information. The manager must then forward the information to the Basic Four branch or dealership. In addition, the manager should contact Basic Four Customer Satsfaction and the customer, informing them that all work has been suspended on the damaged equipment until Basic Four determines the action to be taken. ORIGINATOR: D. GOEHRISCH GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB004 Pg001 FIB 00005 11/08/97 *** Procedure to obtain SSN Authorization Code *** The SSN Authorization Code (AKA LOCK & KEY) can be obtained through the Olsy Winframe dial-up using your normal access number (or use 1-888-252-5798). Choose SERVICE ENGINEER then CALIF, you will be connected via telnet to the CALIF server at MAI. 1. Login as: maisys 2. Password: hello 3. Enter terminal type vt220 4. Enter system serial number without model prefix 5. Enter model number (if model displayed is correct, press ) 6. Enter the "LOCK" 7. It will take about two minutes for the key to be displayed. 8. After verifying that the "KEY" works, exit the program 9. Be sure and log-off the Winframe server to free up resources .................................................................... In an attempt to eliminate confusion regarding the meaning of the term "key" the following should be used when referring to these items: PUBLIC KEY: A group of alphanumeric characters necessary to run specific application and horizontal software. Previously known as a "software key" or "installation key" SYSTEM SERIAL NUMBER (SSN) AUTHORIZATION CODE: A group of alphanumeric characters required to install a system serial number on an MBF system. Previously known as a "hardware key". Please use these terms in your written and verbal communication. Do not place the call until you have the lock number and are ready for a key. ORIGINATOR: Norm Jones GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB005 Pg002 FIB 00006 02/21/90 *** Special parts return procedure for parts problem analyzation *** To: Customer Service Managers Date: February 9, 1990 Fr: Steve Buchanan, Field Product Support cc: Tustin Mfg, Eng Sj: Special Returns - Updated Procedure In the spring of 1989, a new procedure for special returns was announced. This is to be used when various groups (primarily Engineering or Manufacturing) request parts for evaluation of possible design or quality problems. This procedure has worked quite well, but it has been updated to reflect the current structure of the company. What follows is the updated procedure for SPECIAL RETURNS. SPECIAL RETURNS PROCEDURE ------------------------- 1. Someone contacts you to request that item in your inventory is returned for special evaluation. Typically, this would be someone from National Support, Product Support, or Engineering. 2. You call: Product Support (714) 730-3131 or OMS ID: SKOMRM Provide: Your name and location Part number(s) being returned Serial number(s) Name of requesting person/department from Tustin 3. On MBF form (tag) 5021 entitled Return Document, include the special RGA number that was assigned for this shipment by Product Support in step 2, along with other pertinent information. Attach this tag to the part(s) being returned. Additional tags can be ordered from Office Supplies. 4. Package the parts in a separate container and label as indicated below: Attn: Returned Goods Center RGA No: _____________ 5. Ship the parts to "Returned Goods Center" via UPS ground unless otherwise requested, which will occur frequently. The address is: Returned Goods Center 14192 Franklin Avenue . Tustin, CA 92680 6. The following step applies to Tustin only. Product Support notifies the Returned Goods Center (RGC) that a Special Return is in process. This is done by sending a copy of the log book that is maintained in accordance with steps 2 and 3. When the parts arrive, RGC informs Product Support who records the receipt in the log book and notifies the intended recipient of the parts arrival. Product Support is also responsible to ensure that the parts are eventually routed back to RGC so that proper inventory accounting occurs. If.you have questions regarding this, please call or OMS me. ORIGINATOR: Steve Buchannon GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB006 Pg001 GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB006 Pg002 FIB 00007 01/10/89 *** Technical Action Request (TAR) program information *** The Technical Action Request form (TAR) is the vehicle used by NACS field personel to address equipment problems on Basic Four products and recommend solutions. The lower part of this FIB is a TAR form, if this FIB is printed out selecting the option "start each FIB at top of page" the form will be properly aligned. To use the form: 1. Collect all pertinent information and fill out the TAR as completely as possible. 2. Attach any supporting documentation that would be helpful, such as a sample of a bad printout. 3. All TARs should be sent to your Region Support Specialist, the RPS will screen the TAR and send to the assigned National Support Specialist (via NSIS OMS) who (after further screening) will notify Bob Muller (MULLEB) via NSIS OMS and he will forward to engineering. GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB007 Pg001 ******************************************************************************* *. * * TECHNICAL ACTION REQUEST FORM * *. * ******************************************************************************* Subject__________________________________________________________ Date_________ 1. Problem description (if applicable include system type, configuration, and operating system level):_____________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ 2. Frequency of occurrence:_____________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ 3. Recomended solution:_________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ 4. Comments:____________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ ******************************************************************************* Originator:___________________________ Location:________________________________ RPS:__________________________________ NSS:_____________________________________ ******************************************************************************* NATIONAL SUPPORT HEADQUARTERS TAR #:_____________________ Assigned to:________________________________________ Date received:________________________ Date sent engineering:___________________ ******************************************************************************* GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB007 Pg002 ORIGINATOR: H. Mitchell GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB007 Pg003 FIB 00008 MAI COMPANY CONFIDENTIAL 12/27/94 *** Customer Support Escalation Policy *** The information in thhis policy will provide the necessary guidance to resolve typical customer problems efficiently and make the best use of MAI resources. Field support personnel have been classified by the titles as stated below. CSE - Customer Support Engineer SCSE - Senior Customer Support Engineer CSS - Customer Support Specialist NSS - National Support Specialist ENG - MAI Engineering DCSM - District Customer Service Manager CRITICAL SYSTEM PROBLEM ESCALATION System or major peripheral down. Times are MAXIMUM. All situations should be escalated sooner when circumstances require. LEVEL MAXIMUM TIMES RESOURCE ADDITIONAL ACTION H If no progress* ENG PS/NSS determines if site visit in 4hrs, PS involves is necessary. ENG. G If no progress* PS NSS updates CSS and DCSM and in 4hrs, NSS notifies then DCSM updates customer. PS. F If no progress* NSS DCSM updates customer and sends in 6hrs on site, CSS "System Alert". notifies NSS. E If no progress* DCSM DCSM contacts customer and advises in 4hrs on site, CSS Vendor/Dealer. notifies DCSM. D If no progress* CSS DCSM contacts customer as required in 2hrs on site, CSE by situation. notifies CSS. CSE to advise DCSM in critical situation. C CSE on site within CSE CSE/Dispatch sells call if CSE is 2 - 4 hours of call. unable to be on site in 2-4 hrs. B CSE calls customer CSE within .5 hours. A Dispatch receives Dispatcher Call entered into on-line dispatch service call. system. * System is still down, no confirmed resolution in sight. Installation Problems: Use critical system escalation plan, starting when problem is recognized. GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB008 Pg001 REPETITIVE PROBLEM ESCALATION Same symptoms on multiple calls. Applies to hardware and software support. Number of calls are MAXIMUM. All situations should be escalated sooner when circumstances require. LEVEL MAXIMUM # OF CALLS RESOURCE ADDITIONAL ACTION G 8th Call PS/ENG Management decision. PS or ENG on site. F 7th CALL ENG Decision by NSS to replace or NSS on site with PS continue efforts. PS/ENG for remote analysis. E 6th Call PS DCSM updates "System Alert". NSS on site or remote analysis & notifies PS. D 5th Call NSS DCSM updates customer. CSS on site and notifies NSS. C 4th Call DCSM DCSM status reporting via CSS on site and "System Alert" and advises notifies DCSM. customer. B 3rd Call CSS CSS updates customer. CSS on site with CSE. A 1st & 2nd Call CSE CSE handles on site. AFTER PROBLEM IS RESOLVED 1. DCSM sends the "System Alert" to distribution with "CLOSED" status. 2. CSS calls customer 24 hours after close to be sure of no further problems. 3. DCSM calls customer 48 hours after close to be sure of no further problems. GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB008 Pg002 ********************************** MAI Systems Corporation Alert ********************************** This is an Alert (OPEN/UPDATE/CLOSE) message. Current Date: Time: Alert Open Date: Time: Number of calls: Date of last call: Customer name: Phone number: Address: CS Office Location: Phone number: Field contact for follow-up: Phone number: Sales/Dealer Contact: Phone number: CSS assigned: Is CSS involved? NSS assigned: Is NSS involved? PS assigned: Is PS involved? DCSM: MAI Personnel On Site: MAI Equipment/Product Description: OS Release Level: Is a modem available on the system? Modem phone number: Login: Symptom/Problem Description: (Be specific, Crash Code, Four Tuple, etc.) Fix: (When alert is closed, be specific, include action taken and/or names of parts replaced; include PCBA serial numbers whenever possible.) Current Status: Plan of Action: CC: CSS, DCSM, NSS, PS, ENG, Mike Parker, Dave Croteau ORIGINATOR: Jim Dobson GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB008 Pg003 FIB 00010 01/25/95 *** After hours parts ordering *** Use 800-950-2227 and tell the answering service that you need a part. Logistics will be paged and you will receive a return call. ORIGINATOR: Norm Jones GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB010 Pg001 FIB 00011 MAI COMPANY CONFIDENTIAL 10/06/92 *** MAI Engineering Model Numbers *** SYSTEMS: MODEL # DESCRIPTION REMARKS ------- ------------------------------------- ----------------------------- 4000 FMC Fixed/Floppy System S80 4001 Fixed Disk System 110/210/310/1600 4002 Removable Rigid Disk System 510/610/710/730 4003 Virtual Memory Business System 810 4005 Office computer system S10 4006 Modular Business System MPx 7000/8000 "Tall" 4008 Desk Top Computer System 2000 4009 Modular Business System/HP MPx 9000/9500 "Tall" 4010 Single User Workstation DS500 4011 Multi-user Workstation MAI 1500 4013 Modular Business System/DH MPx 9100/9400 "Short" 4014 32 Bit Desk Side Computer System SPx 3000/4000 4016 Modular Business System/DH MPx 7100 "Short" 4018 Multi-user Workstation MAI 1800 4019 Single-user Workstation MAI 1200/1400 4020 Multi-Processor Syatem/A GPx 5070 (386) 4022 Modular Business System/DBS ASxx "Short" 4023 Modular Business System/DBT ASxx "Tall" 4025 32 Bit Desk Side Computer System/R SPx 2500 4026 Modular Business System/DBN AS 20 4027 Desk Side Computer System/DU GPx 440 (386) 4028 Multi-Processor System/B GPx 6070 (386) 4029 Desk Top Computer System/DU GPx 340 (386) 4030 Desk Top Computer System/SX GPx 240 (386SX) 4031 Single User Workstation/SX PSx 30 (386SX) 4032 Desk Side Computer System/486 GPx 640 (486) 4046 Single User Workstation/486SXM PSx 130 (486SX/20) 4047 Network Server/486SXM NSx 1130 (486SX20) 4048 Network Server/486/33M NSx 4150 (486/33) 4049 Desk Top Computer System/486SXM GPx 1130 (486SX/20) 4050 Tower Computer System/486SXM GPx 1150 (486SX/20) 4051 Tower Computer System/486/33M GPx 4150 (486/33) 4052 Tower Computer System/486/50 GPx 5150 (486/50) 4053 Tower Computer System/486/25 GPx 2150 (486/25) 4054 Multi-Processor System 70 486/50 GPx 7080 (486/50) 4055 Multi-Processor System 80 496/50 GPx 8080 (486/50) ......................................................................... CENTRAL CABINET ASSEMBLIES: MODEL # DESCRIPTION REMARKS ------- ------------------------------------- ----------------------------- 4100 FMC Central Cabinet Assembly S80 4101 Fixed Disk System CCA 110/210/310/1600 4102 Removable Rigid Disk System CCA 510/610/710/730 4103 Mainframe Module Assembly 810 4105 Office computer CCA S10 4106 Mainframe/Disk Module Assembly MPx/AS 5 1/4" sks "Tall" 4107 Mainframe Add-on Module Assembly MPs/AS "Tall" 4108 Desk Top Computer CCA 2000 4109 Mainframe/Disk Module Assembly MPx/AS 8" Disks "Tall" 4110 Single User Workstation CCA DS500 4111 Multi-user Workstation CCA MAI 1500 GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB011 Pg001 4113 Mainframe/Disk Module Assembly/DH MPx/AS 8" Disks "Short" 4114 32 Bit Desk Side Computer System CCA SPx 3000/4000 4116 Mainframe/Disk Module Assembly/DH MPx/AS 5 1/4" Disk "Short" 4119 Single-user Workstation CCA MAI 1200/1400 4120 Multi-Processor Syatem/A CCA GPx 5070 (386) 4122 Dual Mainframe Module/DBS ASxx "Short" 4123 Dual MAinframe Module/DBTBT ASxx "Tall" 4125 32 Bit Desk Side Computer System/R CCA SPx 2500 4126 Mainframe/Disk Module Assembly/DBN AS 20 4127 Desk Side Computer System/DU CCA GPx 440 (386) 4128 Multi-Processor System/B CCA GPx 6070 (386) 4129 Desk Top Computer System/DU CCA GPx 340 (386) 4130 Desk Top Computer System/SX CCA GPx 240 (386SX) 4131 Single User Workstation/SX CCA PSx 30 (386SX) 4132 Desk Side Computer System/486 CCA GPx 640 (486) 4146 Single User Workstation/486SXM CCA PSx 130 (486SX/20) 4147 Network Server/486SXM CCA NSx 1130 (486SX20) 4148 Network Server/486/33M CCA NSx 4150 (486/33) 4149 Desk Top Computer System/486SXM CCA GPx 1130 (486SX/20) 4150 Tower Computer System/486SXM CCA GPx 1150 (486SX/20) 4151 CCA Tower Computer System/486/33m GPx 4150 (486/33) 4152 CCA Tower Computer System/486/50 GPx 5150 (486/50) 4153 CCA Tower Computer System/486/25 GPx 2150 (486/25) 4154 CCA Multi-Processor System 70 486/50 GPx 7080 (486/50) 4155 CCA Multi-Processor System 80 486/50 GPx 8080 (486/50) ......................................................................... PRINTERS: MODEL # DESCRIPTION REMARKS ------- ------------------------------------- ----------------------------- 4200 Matrix Character Printer Data Royal 4201 Line Printer 150/300 LPM Printronix P150/P300 4202 Word Processing Printer Diablo 1610 4203 Low Cost Matrix Printer Tritel 4204 600 LPM Printer Dataproducts Drum Printer 4205 Double Wide Printer Qume Sprint 3 Widetrack 4206 Low Cost Word Processing Printer Diablo 630 4206 80 Column Terminal Printer RS232 Okidata 82A 4209 BAND Printer 600/900 LPM Dataproducts B600/B900 4210 80 Column Terminal Printer MBF INTF Okidata 82A 4211 Word Processing Printer RS232 Diablo 630 4212 132 Column Terminal Printer RS232/MBF Okidata 82A 4213 132 Column Data Processing Printer Whisper 4214 150 LPM Matrix Printer Printronix MVP 4215 Office Automation Printer Fujitsu DL2400 4216 LS Daisy Wheel Printer Juki 6200 4217 80 Column Terminal Printer Citizen MSP-10 4218 136 Column Terminal Printer Citizen MSP-15 4219 Barcode Printer Printronix "L 150" 4220 600 LPM Band Printer Fujitsu 4221 1200 LPM Band Printer Fujitsu 4222 400 CPS Printer Honeywell 4223 10 Page/Minute Laser Printer Gemicom 5010 4224 300 LPM Printer Printronix P3040 4225 Terminal Printer/B 9 Wire/80 Column Okidata 4226 Terminal Printer/B 9 Wire/136 Column Okidata 4227 Terminal Printer/B 24 Wire 80 Column Okidata 4228 Terminal Printer/B 24 Wire 136 Column Okidata 4229 Non Impact Printer (LED) Fujitsu 4230 900 LPM Matrix Printer Printronix 4231 8 Page/Minute Laser Printer Not Released GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB011 Pg002 ......................................................................... TERMINALS: MODEL # DESCRIPTION REMARKS ------- ------------------------------------- ----------------------------- 4301 VDT with Printer Port 7270 4302 15" MDT 855 4203 12" MDT 854 (S/80) 4305 Ergonomic Terminal 7330 4306 15" MDT Enhanced DATA WORD II 4307 Satellite VDT High Speed VDT 4308 Office Display TErminal ODT 4309 Ergo Video Display Terminal Falco EVDT 4310 Ergo Display Terminal Monochrome Eagle VDT 4212 VDT/A (12") Astec 4313 VDT/B (14") Koryo 4314 VDT/C (14") Koryo 4315 VDT/D (14") Koryo 4316 High Speed VDT/A Not Released ......................................................................... TAPE DRIVES: MODEL # DESCRIPTION REMARKS ------- ------------------------------------- ----------------------------- 4400 1600 BPI Mag Tape Reel Cipher 6500 MTR 4401 Mag Tape Cartridge DEI 4402 Streamer Mag Tape Reel 1/2" Cipher F880 4403 1/4" Mag Tape Cartridge Cipher 540 4405 GCR Mag Tape 1600/6250 BPI 1/2" STC 2925 4406 1/4" Mag Tape Cartridge 60/120 MB Tandburg 4407 8MM Mag Tape Mega Tape 4408 1/4" SCSI Mag Tape Cartridge 120/525 Tandburg 4409 8MM Mag Tape Drive - SCSI Exabyte ......................................................................... DISK DRIVES: MODEL # DESCRIPTION REMARKS ------- ------------------------------------- ----------------------------- 4500 Disk Unit Cabinet Assembly Calcomp T80 4501 P-Disk Module Assembly (55/164 MB) Priam P154 - MPx 4502 Removable Media Disk Assemply (300 MB) Calcomp T303 4504 Removable Media Disk Assembly (80 MB) Calcomp T83 (MPx) 4506 5 1/4" Disk Drive Assembly S10 4509 Add-on Module 5 1/4" Devices MPx "Tall" 4510 Add-on Module 8" Disk Drives MPx "Tall" 4511 Add-on Module 8" Disk Drives/DH MPx "Short" 4512 Add-on Module 5 1/4" Devices SPx 4513 Add-on Module 5 1/4" Devices/DH MPx "Short" 4515 Add-on Module 5 1/4" Devices GPx 70 4516 Add-on Module 8" Disk Drives GPx 70 4517 Add-on Module 5 1/4" Devices GPx 40 4518 Add-on Module 5 1/4" Devices GPx Series 50 ......................................................................... MISCELLANEOUS: MODEL # DESCRIPTION REMARKS ------- ------------------------------------- ----------------------------- 4600 ICOM Repeater GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB011 Pg003 4601 Serial Printer Protocol Converter 4602 Mag Tape Streamer Formatter 4603 Terminal Server Annex III ORIGINATOR: Norm Jones GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB011 Pg004 FIB 00012 MAI COMPANY CONFIDENTIAL 01/25/95 *** Dump tape report form *** The information requested is needed to process and return tapes. DUMP TAPE REPORT ************************************************************************* * Include this form with ALL dump tapes sent to National Support Center * ************************************************************************* Customer Service Maintenance #:_______________ Customer Name:________________________________________________________ Address:________________________________________________________ ________________________________________________________ ________________________________________________________ contact:________________________________________________________ Phone #:________________________________________________________ Customer Service Office:______________________________________________ Contact:______________________________________________ Phone #:______________________________________________ System:____________________________ O.S.:_____________________________ Date of dump:___________________ Time of dump:______________________ Does the system have communications? If so, what kind: ______________________________________________________________________ Dump Type: (Check one) [ ] System Crash [ ] Forced Dump Crash Code Number:___________________________ If forced, why?_______________________________________________________ ______________________________________________________________________ ______________________________________________________________________ What processes were running?__________________________________________ ______________________________________________________________________ Mail or ship ALL customer dump tapes to: MAI Systems Inc. 9501 Jeronimo Road Irvine Ca., 92718 Attn: Carla Figueroa M/D 267 "DUMP TAPE" ORIGINATOR: Norm Jones GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB012 Pg001 FIB 00013 MAI COMPANY CONFIDENTIAL 11/08/97 *** Procedure to Access the Apriori Database at MAI *** The Apriori database at MAI can be accessed through your normal Olsy Winframe dialup access, using your normal access number (or use 1-888-252-5798). The Apriori database is still updated by Product Support at MAI and may contain more up to date information, particularly on software issues, than what is in the FIBs. After accessing Winframe, select SERVICE ENGINEERS, then select APRIORI. Login: ona Password: ona1 (one not an "ell") ORIGINATOR: Norm Jones GENERAL-BASIC FOUR-ADMINISTRATIVE-------------------FIB013 Pg001