Memotec NetPerformer SDM-9220 Series, Hardware Installation Manual, Page: 20 / 146

SDM-9220/9230 Hardware Installation Guide
1-8 Memotec Inc.
1.4 Technical Support
NetPerformer Technical Support is designed to meet your full range of support needs.
From basic service to mission-critical support, we are committed to ensuring your success
with NetPerformer products. We tailor different support plans to meet your evolving
business requirements. By employing state-of-the-art products and the latest technologies
available, we provide some of the fastest, most efficient service in the industry.
Our entire support organization is focused on complete customer satisfaction and
providing immediate solutions to your business needs.
You can contact NetPerformer Technical Support by calling or sending email to our
helpdesk facilities:
Telephone: +1 (514) 738-4781 during regular business hours, EST (GMT-05:00)
Email: NetPerformer.Support@memotec.com
Be prepared to provide the following information:
• Your name
• Company name
• Your location
• Telephone number
• Product serial number (see next section)
• Product work order number (see next section)
• Detailed problem description
• Remote access to the troubled unit via Telnet or dial-up modem.
1.4.1 Providing Product Numbers to Technical Support
You may be requested to provide the product serial number and work order number when
communicating with NetPerformer Technical Support.
1.4.2 Product Serial Number
The product serial number is provided in two locations on the SDM-9220/9230 chassis:
• The rear of the unit (see “Rear View of the SDM-9230 UAC” on page 5-2 for
location of label)
• The nameplate on the underside of the unit (see Figure 1-1 , below).