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AltiWare ACM 5.1 Administration Manual 427
A
PPENDIX
D
Technical Support & Product Repair
Services
This appendix describes:
• AltiGen technical support policy and procedures
• Product repair
• Technical training for administrators
Technical Support
Eligibility: AltiGen provides technical support to Authorized AltiGen dealers and
distributors only.
End user customers, please contact your Authorized AltiGen Dealer for technical support.
How To Reach AltiGen Technical Support
Authorized AltiGen dealers and distributors may contact AltiGen technical support
by any of the following methods:
• You may request technical support on AltiGen’s dealer web site, at https://
dealer.altigen.com. Open a case on this site, and a Technical Support representative
will respond within one business day.
• Call 510-252-9712 and follow the prompts. Your call will be answered by one of
AltiGen’s Technical Support Representatives or routed to the Technical Support
Message Center if no one is available to answer your call. Your call will be returned
promptly, within two hours under normal circumstances.
Technical support hours are 7:00 a.m. to 5:00 p.m., PST, Monday through Friday,
except holidays.
If all representatives are busy, your call will be returned in the order it was received,
within two hours under normal circumstances. Outside AltiGen business hours, only
emergency calls will be returned (within eight hours). All other calls are returned on
the next business day.
Please be ready to supply the following information:
• Company name
• Product serial number
• AltiWare version number