Serial GSM Gateway User Manual
Copyright © 2009-2010 Smartsavy Limited. All rights reserved.
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Submitting a Service Request
Using the online Smartsavy Support Request Form is the fastest way to open non urgent class 3 (C3) and
class 4 (C4) support requests.
(Non Urgent support requests are those in which your product is minimally impaired or for which you require
product information.)
http://www.smartsavy.com/pages/support
For Urgent class 1 (C1) and class 2 (C2) support requests or if you do not have Internet access, contact the
Smartsavy TAC by telephone.
(Urgent support requests are those in which your device is down or severely degraded.)
Smartsavy TAC engineers are assigned immediately to Urgent service requests to help keep your business
operations running smoothly.
To open a support request by telephone, use one of the following numbers:
New Zealand:
+64 (0) 7 974 9029
Africa:
+27 (0) 87 750 9849
United Kingdom:
+44 (0) 207 043 1395
Australia:
+61 (0) 86 22 5149
All Other Countries: +64 (0) 7 974 9029
Definitions of Support Request Severity
To ensure that all support requests are reported in a standard format, Smartsavy has established severity
definitions.
Class 1 (C1)
Your product is ―down,‖ or there is a critical impact to your business operations. You
and Smartsavy limited will commit all necessary resources around the clock to resolve the
situation.
Class 2 (C2)
Operation of an existing product is severely degraded, or significant aspects of your
Business operation is negatively affected by inadequate performance of Smartsavy
products. You and Smartsavy Limited commit full-time resources during normal business
hours to resolve the situation.
Class 3 (C3)
Operational performance of your product is impaired, but most business operations
functional. You and Smartsavy will commit resources during normal business hours to
restore service to satisfactory levels.
Class 4 (C4)
You require information or assistance with Smartsavy product capabilities, installation, or
configuration. There is little or no effect on your business operations.
