Our top priority is your continued success. At Antarctica we believe in providing our customers with the kinds of support they need. We know that information integrity and availability are mission-critical to your business: with each question you have you will work with a dedicated customer support representative who has specific technical and customer knowledge appropriate for your needs.
Customer Support Hours Antarctica customer support hours are 9:00 am to 9:00 pm Eastern -- 6:00 am to 6:00 pm Pacific -- Monday through Friday. Outside of these hours support is handled on the next business day.
Reporting a Problem Customers should gather as much of the following information as possible before contacting Antarctica Customer Support.
Product name and version (for example, VisualNet 4.2)
Hardware Platform (for example: a SunFire V480 with 4 CPU with 4 GB of RAM)
Software Platform, including OS and Java run time environment (for example: Solaris version 8 and Sun JDK 1.4.2)
Priority of the problem
Description of the problem (including error numbers, error messages, and the circumstances under which problem occurred, including the events and actions leading up to the problem)
Any additional information that might be available (such as log information)
Troubleshooting and problem resolution methods often require high-level application and system access rights. Having proper access rights speeds problem resolution.
