8e6 Technologies R3000 manual Support Procedures, 208

CHAPTER 6: TECHNICAL SUPPORT SUPPORT PROCEDURES

Support Procedures

When you contact our technical support department:

•You will be greeted by a technical professional who will request the details of the problem and attempt to resolve the issue directly.

•If your issue needs to be escalated, you will be given a ticket number for reference, and a senior-level technician will contact you to resolve the issue.

•If your issue requires immediate attention, such as your network traffic being affected or all blocked sites being passed, you will be contacted by a senior-level techni- cian within one hour.

•Your trouble ticket will not be closed until your permission is confirmed.

208 8E6 TECHNOLOGIES, R3000 ENTERPRISE FILTER AUTHENTICATION USER GUIDE