Unresolved Problems Escalation Procedure - Altigen AltiWare OE/ACC Version 5.0A Administration Manual

Technical Support
How To Reach AltiGen Technical Support
Authorized AltiGen dealers and distributors may contact AltiGen
technical support by any of the following methods:
• 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.
• 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
Technical Support Hours
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.

Unresolved Problems Escalation Procedure

The following escalation steps should be followed to report unresolved
problems. Please contact the following parties in the order listed:
1. Local Authorized Dealer's Service Department.
2. AltiGen's Technical Support Department at 510-252-9712, and follow
the prompts.
If your problem or complaint is still unresolved, send an email to AltiGen's
CEO at ceo@altigen.com.
B-2 AltiWare OE System Installation & Administration Manual