Obtaining Technical Support

Technical support is provided during normal business hours. Qualified staff are available from 9:00 AM to 5:00 PM Eastern Time. You can contact us in one of four ways - telephone, fax, regular mail, or electronic mail through the Internet.

The Software Group support is given to individual installations of The Software Group software products, identified by their software Serial Numbers. Be prepared to identify your product by Serial Number when calling The Software Group for support. The Software Group hardware is warranted against defect for 1 year from purchase. Included with the purchase of your SyncSwitch The Software Group provides 30 days installation and product support. Extended support contracts are available. Support contracts include free software updates, problem resolution and technical support.

When you contact us with a technical problem, there are several things you can do to help us solve your problem as quickly as possible. We need to know:

Hardware configuration.
The product model (eg, SyncServer 1000 versus 8000) and the IP address selected during installation.
SyncSwitch Release number from the bottom of the left broswer panel.

The Software Group technical support may request to see a trace of the appropriate link.

For X.25 and LAPB links:

From the left-hand navigation select the link to be configured from the drop-down field.
Select Trace.
Select the Go button.
The parameters required by The Software Group technical support should include "Show Time Stamps" and frame level RR's.
Define the amount of time the trace should run. Be sure it runs long enough to include the time the problem is experienced.
Select Start Trace.
When the trace is complete, cut-and-copy the details of the trace into an e-mail or print the page to fax to The Software Group technical support.

For Raw Synchronous links:

Select Serial Link Tracing in the left-hand navigation window.
Select Start Trace.
When the trace is complete, cut-and-copy the details of the trace into an e-mail or print the page to fax to The Software Group technical support.

Revision 6.3.0 (April 2004)