Support Process

Write an e-mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it. specifying the following information:

  • Description of your problem – attach logs, examples, files, programs and any information you consider important for us to understand the problem and to replicate it
  • Type of machine
  • XFRAME version
  • Compilers and DB info/version
We will then open a ticket and provide you with the ID number. Please always refer to this ID number if you want to add information to your initial claim, or wish to query information.
Please attach also files required according to the request: PRODUCTS (XBM, XCICS, ICON) or APPLICATION ERRORS (Online, Batch)

HOW TO USE Licence Service:
Write an e-mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it. specifying:
  • XFRAME > Machine name, xkey and machine description
  • XBM > Machine name and machine description
For Machine name – execute the command hostname
For xkey - execute the command xkey –k

If the license has expired please attach the log produced upon raising the request.
If you are dismissing a machine, please fill the appropriate form (D LIC 0102 – Retirement), and attach when raising your request.
Please fill in this form for each license.


When HTWC is not available, it is possible to produce a temporary license. These licenses are valid for 10 days. In order to access this service you must have an account at htwc.com and send a request to This e-mail address is being protected from spambots. You need JavaScript enabled to view it. for activation.

HOW TO USE License Online Service:

1. Connect to http://www.htwc.com and insert Login and Password
2. In Support section select “Licenses” menu
3. Select the product and fill the requests
4. Send the request
The license will arrive at the address specified.
FREDDO