Tolis Group ArGest TGL1800, User Manual

Page: 38 / 39

Appendix C: TOLIS Group Technical Support
All technical support for the TOLIS Group hardware bundles, including all TOLIS Group tape devices,
HBAs purchased from TOLIS Group, and the BRU family of software is provided by TOLIS Group
directly.
To contact TOLIS Group Technical Support, please make sure you have the following available:
1. A current support agreement. TOLIS Group hardware bundles ship with 13-months of technical
support for the BRU software. It must be renewed annually.
2. Product Serial Number (Format: 1234-5678). We cannot accept support inquiries without your
product serial number. Voicemail's left that request a call back without a serial number cannot be
returned if a valid serial number is not provided on the voicemail.
3. Tape library/drive serial number that is in the product documentation that was provided with your
hardware bundle. The number usually starts with “81” and in the format of 81XX-XXXX.
4. OS and Version / Kernel that the BRU software is installed on.
5. Administrative Access to all machines in question for your call.
6. A valid e-mail address that TOLIS Group Technical Support may use — this is required so support
representatives may log your phone call.
Hours:
M-F: 9:00 a.m. – 5:00 p.m. MST (Arizona, U.S.A. — GMT -0700)
Phone: +1 (480) 505-1814
Fax: +1 (480) 505-0492
WWW: http://tolisgroup.com/support
NOTE : The technical support agreement response time commitment is within 24
business hours Monday thru Friday excluding holidays. Typical response times are
usually faster.
TIMEZONE NOTICE: Arizona does not observe Daylight Saving Time (DST). Arizona is
always on Mountain Standard Time (MST), as opposed to Mountain Daylight Time
(MDT). When DST is in effect, if it's 10 a.m. EDT in New York, it's 7 a.m. MST in
Arizona. During the rest of the year, when DST is not in effect, if it's 10 a.m. EST in New
York, then it's 8 a.m. MST in Arizona.
38