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Technical Support Policy for Troubleshooting ColdFusion Performance and Stability Issues

1. Adobe ColdFusion Technical Support provides the following services 8:00 AM to 5:00 PM local time, including Escalation Support when needed. Definition of the core symptom to be resolved is agreed upon as support begins. Note: Assistance provided on supported platforms & JVM versions only :
   1. Review CF Admin Settings & JVM Settings to ensure that they are tuned correctly.
   2. Provide customer guidance in general performance troubleshooting by providing assistance generating Thread dump when server is running normally and what to look for when problem occurs.
   3. Review JRun, ColdFusion & webserver log files to pinpoint any problem areas.
   4. Point customers to logging long running requests.
   5. Point customer to list of hot fixes available for specific release of ColdFusion.
   6. Support Engineers will fault isolate the issue to major functional areas of the customer application and provide recommendations to understand and correct the root cause of the problem.
2. While the assistance provided by Technical Support will often lead to a solution, consulting services are sometimes needed to bring issues to complete resolution. For a fee, Adobe Consulting or Adobe Consulting Partner will provide the following services:
   1. Real-time consulting to review factors beyond the ColdFusion Server, i.e. network issues, 3rd Party Software, OS Level Issues, Database Drivers that Adobe does not supply.
   2. Review ColdFusion Application Code and make recommendations of best coding practices.
   3. Load testing guidance or review load testing results. (ColdFusion Performance Analysis Tuning)
   4. Provide recommendations for non-Adobe J2EE Server specific settings.
   5. Initiate conference calls to 3rd Party Vendor Software on behalf of the customer.
   6. Troubleshoot 3rd Party Software Packages/Framework.

Other Resources

• Debugging Thread dumps & Server Problems (TechNote tn_18339)
• Metrics Logging (TechNote: tn_19120)
• Tips to Performance & Scalability (TechNote tn_18540)
• Cumulative Hot Fix Technotes:
  • CFMX 7 (TechNote fd71533)
  • CFMX 7.0.1 (TechNote aae43964)
  • CFMX – CFMX 6.1 TechNote b3a939ce)
• Confirmed Issues Technote:
  • CFMX 7 and CFMX 7.0.1 (TechNote f7447c40)
  • CFMX 6.1 and CFMX 6.1 Updater (TechNote tn_18795