Time to resolution is critical to maintaining profit margins when supporting complex middleware, especially when free technical support is provided during product evaluations. Providing cost-effective support for database middleware is not a simple task.
Correct operation is dependent on the user's application and the underlying database.
Prompt diagnosis depends on having complete and deterministically accurate information about the customer's software and hardware configuration. Once the user initiates a request for assistance, swift resolution is key both to making a favorable impression and keeping the margins intact. Conventional Web-based support generally consists of submitting trouble tickets with contact and problem descriptions, but they usually contain little diagnostic content. Likewise, ODBC trace logs provide a definitive record of the conversation between application and database and are extraordinarily useful in resolving database connectivity issues. However, the process of creating and uploading the log can be tedious and time-consuming.