Tag Archives: customer relations

About requests for support

Whenever you encounter a problem with Arca Noae software which you cannot resolve on your own, you should consider opening a trouble ticket. If you have a current ArcaOS Support & Maintenance subscription or a current OS/2 & eCS Drivers & Software subscription, we’re here to help in any way we can. You paid for professional support with your software license and/or subscription, and you are entitled to it. To provide that level of service, however, we need a little help from you.

Before opening your ticket, please consider whether the issue is really in Arca Noae software or perhaps in a third-party component bundled with ArcaOS. Third-party software is not produced or directly supported by Arca Noae. Look at the program’s documentation. Where does it say support requests should be directed? If it is third-party software, you should probably start there. On the other hand, if it is a third-party component but your problem seems to have stemmed from the manner in which it was installed during an ArcaOS installation or update, that would be a problem for us to at least review first, because it may involve our installation software (which is our component).

Please don’t take offense if we refer you to the program’s developer or distributor for support. Those entities are probably closer to the source code than we are, and thus in a better position to assist you with your problem. We’re not passing the buck, just trying to direct you to the best place for the help you need.

If your issue is with an Arca Noae component, please review that component’s wiki pages for information on supported configurations as well as debugging instructions. The more you do ahead of time, the more you will know and the more information you will have available when we request it in your ticket. Be sure you’re using the right driver for your hardware. Be sure your system is in a supported configuration.

As a general rule when opening tickets, you should familiarize yourself with our Reporting Problems – Best Practices and Ticket Guidelines wiki pages. While these pages don’t change often, they document the framework within which we process tickets, give you an overview of what to expect from us, and likewise, what we expect from you (see mention above of “a little help from you”).

When a technician or engineer has been assigned to your ticket, consider that person your concierge to a solution for the duration of your problem. He or she is there to help. If that technician or engineer requests logging information, that’s not a suggestion. He or she requests that information in order to resolve the problem.

Always bear in mind that not all problems are reproducible by the technician or engineer, or your problem could be a configuration or usage issue. Often the only objective information the technician or engineer has to work with is contained in the log file(s) requested. If the log file(s) contain what you consider to be sensitive information (usernames, IP addresses, etc.), simply ask the ticket assignee to set your ticket to private status. When private, only you, Arca Noae staff, and developers have access to the information. You also have the option of sanitizing your log info to your satisfaction, as long as such anonymizing does not obscure the underlying data (your ticket assignee can provide more guidance, here; just ask).

If you fail to provide requested information or log files, your ticket assignee may very well resolve the ticket as “reporter unresponsive.” You may reopen the ticket within 30 days of resolution if you provide the requested information.

When you attach files to a ticket, please also post a comment. File attachments do not trigger email notifications, and do not change ticket status from Feedback, so without a comment added, the technician or engineer will have no idea that you have provided the requested information, and this may delay the ticket resolution process.

Please do not provide extra, not-requested attachments, such as configuration files and screenshots. If your ticket assignee has need of this information, he or she will ask for it.

Our goal is to resolve your issue as quickly as possible. Some issues may require more time than others. Some issues require group input, and thus, there may be some delays in responding to your ticket. Please be patient.

Above all, our goal is to provide quality software and attentive, professional support. All we ask in return is that you follow the procedures we have put in place so that we may work as efficiently as possible, and you may get back to the business of enjoying your Arca Noae products.

Warpstock 2019, November 8-10, Orlando, Florida

Join Us at Warpstock 2019 in Orlando

Warpstock 2019 will be held November 8-10 at the Country Inn & Suites, Orlando Airport. Arca Noae staff and developers will be there with the latest ArcaOS news and how-to sessions, as well as a host of other OS/2 experts ready and willing to share their knowledge and expertise.

Register in the next 24 hours (before June 1) and receive a $30 Early Bird discount on a full conference registration or $20 on a daily conference registration! Spouses/family members/guests/office mates attending sessions also receive great discounts, and non-attending guests are FREE. Students with valid student ID are welcome to attend sessions at no charge, with full benefits! (This is a great opportunity for Computer Science majors and aspiring young developers and engineers to gain some exposure to a platform which is still in use in the manufacturing, finance, and insurance sectors around the globe today.)

Warpstock Europe 2019 is this weekend!

This weekend, May 18-19, Stichting VOICE International (the Dutch OS/2 VOICE foundation) will present Warpstock Europe 2019 at the Ibis Hotel in Utrecht, Netherlands. For program and travel details, visit http://www.warpstock.eu.

Ticket sales will close Wednesday afternoon, Dutch local time, so visit http://www.warpstock.eu now to purchase your ticket for this exciting event.

Unable to attend? Live audio and video streams will be made available. To ask questions remotely during the conference, use IRC. For details concerning both streams and IRC participation, see http://www.warpstock.eu/2019/58-videostream2019.

Members of the Arca Noae team will be presenting on the latest application, device driver, and ArcsOS development. Alex Taylor, Arca Noae’s Chief UI Architect, will be there live to present and to answer your questions. In addition, the developers at bww bitwiseworks will be on hand to discuss their latest projects for the OS/2 platform, including Qt5 progress.

Remember that the audio and video streams will be in real time, so be sure to account for any local time difference from Central European Summer Time (CEST), which is GMT +0200.

Videos will be available from the Warpstock Europe YouTube channel after the conference. See http://www.warpstock.eu/2019/58-videostream2019 for the link.

If you want to support the activities of VOICE, please consider making a donation:

http://www.os2voice.org/membership.html

Warpstock 2018, Calgary

Arca Noae at Warpstock 2018 in Calgary…and an ArcaOS Sale

This year’s Warpstock event is scheduled for September 14-16 in Calgary, Alberta, Canada.There will be several sessions devoted to getting the most out of ArcaOS and OS/2, in general.

To celebrate this year’s event, Arca Noae will be running a sale on ArcaOS personal and commercial licenses for the duration of Warpstock, Friday through Sunday. This is a great time to get in on this fresh and exciting OS/2 release or to pick up additional licenses for more stations. ArcaOS 5.0.3 was recently released, and the first beta for 5.0.4 is already in testing. Version 5.1 is scheduled for release in 2019, with a host of new features planned, including NLVs for several popular languages.

More information about Warpstock, its history, past speakers and presentations, and this year’s event may be found on the Warpstock site.

If you can’t join us in Calgary, be sure to watch the live feed on the WarpEvents page on YouTube.

Once there, locate the WarpStock 2018 Live Stream URL.

Users with OS/2 can watch the stream in two ways:

  1. Firefox with Flash pointing to the WarpEvents site; or
  2. Grab the YouTube URL and play it in VLC (preferred; get the latest VLC, ported by KO Myung-Hun, from Hobbes).

To ask questions during the live event, use the #netlabs channel on IRC.

There will be up to date information on OS/2 World and the following social networks:

A Note about Third-Party Components in ArcaOS

You may be aware of the recent massive Equifax security breach and the Company’s explanation surrounding a vulnerability in Apache Struts (CVE-2017-5638) disclosed by US CERT in early March 2017. Some reports have implied that the company has somehow blamed Apache Software Foundation for the breach, specifically by not moving quickly enough to address the security flaw. Apache has responded to these allegations clearly and concisely. In light of this incident, we thought this a good opportunity to help provide some clarity concerning third-party work and open source components, in general, as they pertain to ArcaOS and Arca Noae’s position regarding their fitness for use, and who is ultimately responsible to maintain his or her or, in the case of enterprise use, its own systems.

Arca Noae includes several components in ArcaOS developed by reputable third parties, including IBM, Apple, and others. Some of these components are open source, as well, meaning that the code for compiling these components into machine-readable form is freely available to the public. Open source software is often more secure than proprietary software, by nature of the fact that many (sometimes thousands) of developers around the world contribute to the code. This (often massive) group effort allows such projects to react quickly when flaws are discovered, and to work to constantly monitor and maintain the software. However, whether proprietary or open source, Arca Noae may have no control whatsoever over these components, inherent flaws, or as-yet-undisclosed security issues.

It is Arca Noae’s position that each ArcaOS licensee (whether an individual or an enterprise) bears the sole responsibility to consider his or her or its own interests and security. While we do what is within the realm of reasonable possibility to stay abreast of current trends and vulnerability disclosures (CVEs), we cannot guarantee that all issues will be identified and/or reported to our users by us. Thus, best practices dictate that each user remain vigilant and aware of the connected ecosystem in which we live and to take steps to mitigate his or her or its own risks.

Arca Noae welcomes reports from our users of disclosed and non-disclosed vulnerabilities. While we normally encourage our users to avail themselves of our Mantis ticketing system to report issues, those of a sensitive nature (such as an as-yet-undisclosed or little-known security flaw in a bundled component) should be reported through our contact page.

We would also like to take this opportunity to remind all of our ArcaOS licensees that ArcaOS does not utilize telemetry of any kind to communicate with us. We firmly believe that when a user licenses a copy of ArcaOS, his or her or its data should remain on the system as directed by the user, shared only by the user, and with the user’s full knowledge and consent.

The next exciting update to ArcaOS 5.0 is in the making, too. Watch the Arca Noae blog for a release announcement in the coming weeks.

Warpstock 2017, Toronto, Ontario

Want to learn more about using ArcaOS? Come to Warpstock 2017 in Toronto!

Warpstock as an event has been around since 1997. Since its inception, the goal of Warpstock has been to educate and expose users to OS/2, its available software, and how to get the most out of the environment. In addition, Warpstock has always been a great venue for meeting developers and engineers involved with OS/2 and its derivative operating systems, including eComStation and ArcaOS.

This year’s Warpstock event is scheduled for September 8-10 in Toronto, Ontario, Canada. Several key members of the ArcaOS development team will be on hand to present, answer questions, and take suggestions to improve the operating system as we continue to move toward the 5.1 release, planned for later next year.

More information about Warpstock, its history, past speakers and presentations, and this year’s event may be found on Warpstock’s site: http://www.warpstock.org.

Come join us in Toronto!