Altigen AltiWare OE 4.6, Administration Manual

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AltiWare OE System Installation & Administration Manual C-1
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Product Repair Services &
Technical Support
This appendix describes AltiGen technical support policy and procedures. It also covers repair
and replacement procedures that the user should follow when returning or replacing defective
equipment.
Technical Support
Before contacting Technical Support, always have the following information on hand:
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Your name
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Company name
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Product serial number
•
AltiWare version number
•
Number of boards in the system
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Server brand and model
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The telephone number where you can be reached
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A brief description of the problem and the procedure to reproduce the problem
Having this information ready will allow us to better assist you.
Eligibility
AltiGen provides technical support to Authorized AltiGen Dealers and Distributors only.
End User customers, please contact your Authorized AltiGen Dealer for technical support.
Direct AltiGen support is available to End User customers through E-mail only, when
addressing problems that cannot be resolved by referring to the instruction manuals or
by your Authorized AltiGen Dealer.
Technical Support Hours
During AltiGen’s business hours (7:00 A.M. to 5:30 P.M., Pacific Standard Time, Monday
through Friday except holidays), your call will be returned in the order it was received (on a
first come, first serve basis), within two (2) hours under normal circumstances. Outside
AltiGen business hours, only emergency calls will be returned within eight (8) hours. All other
calls are returned on the next business day.