
*** Last updated 7/3/96 ***

OVERVIEW
--------
This Information APAR lists the three basic AS/400 Support
Family offerings for the IBM AS/400 Client Access for
Windows 95 product, and describes the type of Client Access
support covered under each of those offerings.

INTRODUCTION
------------
Client Access for Windows 95 attempts to coexist with as
many OEM products as possible.  The Windows 95 client is
written to industry standard guidelines wherever possible
and should coexist with any application that conforms to
the same guidelines.  The Windows 95 client has been tested
with many popular software and hardware products, however,
it is not possible to test with all combinations of products
and configurations.

If you experience intermittent communication problems,
PC lockups, hangs, memory allocation errors, or exception
handler traps that appear to be OEM coexistence issues,
AS/400 support may require that the PC configuration be
altered to assist in problem determination.

This "debug" environment is defined as follows:

Stripped minimal configuration
------------------------------
Remove all OEM device drivers, TSR's, and Vxd's.  Use
the standard VGA video driver.  The windows configuration
must contain only driver's that Microsoft ships and supports
as well as those drivers shipped with Client Access.
The PC must run over a protocol stack that is either shipped
as part of Windows 95, Client Access, or has been
been fully tested and approved by IBM Rochester.

If a hardware problem is suspected, the user must be willing
to swap/exchange hardware or move to IBM Rochester approved
hardware.  This includes adapters, modems, and possibly
PC hardware and BIOS.

If the problem still persists and insufficient information
is available to diagnose the problem, then IBM support
may require the customer to ship the hardware to Rochester
for further problem determination.


SUPPORT FAMILY OFFERINGS
------------------------
In our effort to provide World Class Service in the most
efficient manner possible, IBM has defined the following
AS/400 Support Family software service options:

1) PROGRAM SERVICES (NO FEE)
   Report Defects only, via Mail, ECS or Fax.
   - No configuration.
   - Defect support for Client Access application errors.
   - Problem determination for memory errors in tested,
     minimal configuration environments.
   - Problem determination for communication errors in tested,
     minimal configuration environments.
   - Problem determination with OEM products that have
     passed environment or system test.

2) SUPPORT LINE
  - Installation assistance for Client Access on ONE PC.
    Customer must meet minimum required skill level as
    outlined in the contract (basic use of PC and AS/400
    operating systems).  Installation procedure must be
    documented in AS/400 license program product literature
    (Redbooks and (some) Informational APARs are not included).
  - Configuration assistance for AS/400 and Client Access
    products documented in AS/400 licensed program product
    literature.
2a) SUPPORT LINE with NOVELL SAA SUPPLEMENT
   - Extends configuration and installation support to
     include Novell Netware for SAA server installation
     and configuration.
   NOTE:  IBM offers a stand alone Novell SAA support
          contract also.

3) CONSULT LINE
   Essentially, anything not covered under the first two
   options.
   Examples:
   - Installation and configuration not documented in
     AS/400 license program product literature.
   - Problem determination in a mixed OEM environment
     where the customer either:
     1) does not want or is unable to set up a "stripped,
        minimal configuration" environment.
     2) is not able to recreate a problem in a "stripped,
        minimal configuration" environment and wishes
        IBM to perform detailed problem analysis.
