2. Warranty, Service, and Support
9
2.4.2
Contacting your Reseller
If you bought your product from a reseller and not directly from Zultys, you should contact them
first about questions related to the product. The reseller that sold the product to you has charged
you money for this support and you should therefore expect that they will assist you.
Often, a reseller will provide you a maintenance contract as part of your purchase, so that the
reseller will support you for a period of time after you receive the product. Verify with your
purchasing department that you have a support contract for your BPS12.
If the reseller is unable or unwilling to assist you, or if you bought the product directly from
Zultys, contact Zultys’ technical support directly.
2.4.3
Using Zultys’ Technical Support
Zultys provides you with 30 days free technical support with the purchase of a system. The period
of technical support starts on the first day that you make a call to technical support and ends on
the 30th calendar day from the first time that you called.
2.4.3.1
Technical Support by Web
Zultys offers support through a web incident tracking system. You can use this system to report
and track your support cases. You can log into the system at anytime create a case or view the
status of the resolution for your case. To log into the web incident tracking system, access:
2.4.3.2
Technical Support by E-Mail
If possible, Zultys’ technical support will resolve your problem efficiently by e-mail. Send the
serial number of your BPS12 along with a description of your problem to:
If the problem cannot be resolved by e-mail, Zultys’ technical support will call you or wait for
your call.
2.4.3.3
Calling Technical Support
Be prepared when you call. When you call to speak to Zultys technical support, you are likely to
get an immediate resolution to your problem if you are ready with certain types of information:
1.
E-mail a problem report in advance of calling. Allow Zultys technical support at least four
hours to review your e-mail. In your e-mail, state what it is that you think is wrong.
2.
When you call, be at your computer, with your system connected to the BPS12 hardware.
3.
Ensure that your surrounding area is quiet and that you can hear the technical support
person.
4.
Zultys’ technical support can assist you best if you are ready to describe the sequence that
led to the problem.
5.
Know exactly what you did before the problem occurred.
6.
Have a pen or pencil and paper ready to take notes.
Summary of Contents for BPS12
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