Using Motorola System Support Center (Ssc); Gathering Information Before Calling Motorola; Where To Call For Service; Motorola System Support Center (Ssc) - Motorola GTR 8000 Manual

GTR 8000 Base Radio

8.5 Using Motorola System Support Center (SSC)

Motorola support centers can help technicians and engineers resolve system problems and ensure that warranty
requirements are met. Check your contract for specific warranty information.
Motorola assigns a tracking ticket number that identifies each support call. This allows Motorola to track problems,
resolutions, and activities for the call. If possible, communicate the resolution and a status of call so that the
Motorola System Support Center (SSC) can note the resolution and close the ticket.

8.5.1 Gathering Information Before Calling Motorola

Before calling the Motorola System Support Center (SSC), log any and all steps taken to troubleshoot the problem
and any results of those steps. The Motorola System Support Center (SSC) can use this information to determine
the appropriate support actions.
Collect the following information:
• System ID number (such as 2CB5). Each zone in the system has a unique system ID number.
• Location of the system
• Date the system was put into service
• Software and firmware versions
• Symptom or observation of the problem, such as:
– When did it first appear?
– Can it be reproduced?
– Are there any other circumstances contributing to the problem (for example, loss of power)?
• Maintenance action preceding the problem, such as:
– Upgrade of software or equipment
– Changes to hardware or software configuration
– Reload of software from a backup disk or from CD with the version and date

8.5.2 Where to Call for Service

After collecting the required information and writing a detailed problem report, contact the Motorola System
Support Center (SSC) to help with the problem:

8.5.2.1 Motorola System Support Center (SSC)

The Motorola System Support Center (SSC) is the primary Motorola contact. Call Motorola System Support
Center (SSC):
• Prior to any software reload.
• To confirm troubleshooting results and analysis before removing and replacing a Field Replaceable Unit
(FRU) or Field Replaceable Equipment (FRE) to repair the system.
Motorola System Support Center (SSC):
• Phone: (800) 221-7144 for domestic calls and (302) 444–9800 for international calls
8-8 6871022P86-A - November 2012