Ppendix; Technical Support & Product Repair Services; Technical Support - Altigen AltiWare ACC 5.2 Administration Manual

Technical Support & Product Repair
This appendix describes:
AltiGen technical support policy and procedures
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Product repair
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Technical training for administrators
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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://
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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
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AltiGen's Technical Support Representatives or routed to the Technical Support
Message Center if no one is available to answer your call.
Technical support hours are 5:00 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 four hours under normal circumstances. Outside AltiGen business hours, only
urgent calls will be returned on the same day (within one hour). Non-urgent calls will
be returned on the next business day.
Please be ready to supply the following information:
Dealer ID
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AltiGen Certified Engineer ID
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Product serial number
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