Zultys ZIP4x4, User Manual

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2. Warranty, Service, and Support
15
If the reseller is unable or unwilling to assist you, or if you bought the product directly from
Zultys, you should contact Zultys’ technical support directly.
2.6.3 Using Zultys’ Technical Support
Zultys provides you with 30 days free technical support with the purchase of a phone. 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.
Zultys generally ceases to support old versions of the software six months after a new release is
available. If the software subscription for your phone has expired, or you have not upgraded your
phone to the latest software release after six months of the release date, Zultys’ technical support
may not be able to assist you.
2.6.3.1 Technical Support by E-Mail
Often, Zultys's technical support will need to know exactly how your phone is configured. You
should send this information to Zultys’ technical support using e-mail to:
support@Zultys.com
If possible, Zultys’ technical support will resolve your problem efficiently by e-mail. If the
problem cannot be resolved by e-mail, Zultys’ technical support will call you or wait for you to
call them.
2.6.3.2 Calling Technical Support
Be prepared when you call. When you call to speak to Zultys's technical support, you will get an
immediate resolution to your problem if you are ready with certain types of information:
1. Send details of your configuration 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, ensure you have your ZIP4x4 close by.
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, and the exact wording of any
message appearing on the LCD.
6. Have a pen or pencil and paper ready to take notes.
2.6.3.3 Support vs. Training
The ZIP4x4 is an advanced phone that requires detailed technical knowledge of data
communications and telecommunications to configure. It is easy for you to modify parameters so
that the ZIP4x4 does not behave in the manner that you expect.
The onus is on you, the system administrator, to configure the ZIP4x4 the way you want it. Zultys’
technical support is not a substitute for training or commissioning. If you need training on the
product, join one of Zultys’ training courses (see section 2.4 on page 12 for details). Use Zultys’
technical support to solve problems that you have tried diligently to solve by yourself.