Johnson Controls tyco iSTAR Ultra, Installation And Configuration Manual

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Preface
xii iSTAR Ultra Installation and Configuration Guide
Software House Customer Support Center
Technical Support Portal
The Technical Support Portal provides knowledge-based articles, technical documents, and
tips to install and use Software House products.
Qualified Integrators can register to access the Technical Support Portal at
http://www.swhouse.com . Click Support and select Support Portal to access the Support
Portal log in page.
The email address you use to register for access to the portal must be the same one you used
for the certification course.
If the request is approved, log in credentials are emailed twenty-four to forty-eight hours after
received.
Telephone Technical Support
During the period of the Agreement, the following guidelines apply:

Software House accepts service calls only from employees of the Systems Integrator of
Record for the installation associated with the support inquiry.
Before Calling
Ensure that you:

Are the Dealer of record for this account.

Are certified by Software House for this product.

Have a valid license and current Software Support Agreement (SSA) for the system.

Have the system serial number available.

Have your certification number available.
EMEA
Hours: 8:00 a.m. to 6:00 p.m. CET

Toll Free: +800 CALLTYCO or +800-2255 8926
Hours
Normal Support Hours Monday through Friday, 8:00 a.m. to 8:00 p.m., EST. Except holidays.
Emergency Support Hours 24 hours/day, seven days a week, 365 days/year.
Requires Enhanced SSA “7 x 24” Standby Telephone Support (emergency)
provided to Certified Technicians.
For all other customers, billable on time and materials basis.
Minimum charges apply – See MSRP.
Phone
For telephone support contact numbers for all regions, see www.swhouse.com/support/contact_technical_support.aspx .