7. Technical Support
Sangoma Technologies Inc. provides free technical support for the WANPIPE
product to those customers who purchased SDLA card(s) directly from Sangoma
Technologies Inc.
The preferable way for receiving thechnical support is via the Internet
e-mail. Please forward your requests to 74604.152@compuserve.com. You may
also send your requests by FAX at (905) 474-9223.
When submitting your request for technical support, please provide us with
the following information:
- Adapter type(s) and serial number(s)
- System type (CPU, speed, RAM size)
- Linux kernel version number
- WANPIPE version number
- Communications link type and parameters (e.g. line speed)
- Interface type (RS-232/V.35), DSU/CSU type (if any), etc.
- Detailed description of the problem
Depending on the nature of the problem, the following information may also be
required to diagnose and trouble shoot the problem:
- Contents of the system log file (/var/log/messages)
- Contents of the WANPIPE initialization log file (/var/log/wanpipe)
- Contents of the following WANPIPE configuration files:
- /etc/wanpipe.conf
- /etc/flip.conf
- /usr/lib/wanpipe/cfg/*
- /usr/lib/wanpipe/ifi/*
- Adapter status as reported by the 'sdlald -s {device}' command.
- Link-level status and statistics as reported by a protocol-specific
configuration utiliry. Refer to appropriate section in chapter 6 "Trouble
Shooting and Diagnostics" for more information on how to obtain link-level
status and statistics.
- Network interface statistics as reported by the 'ifconfig {name}'
command for the interface in question.
- Contents of the routing table as reported by the 'route' command.
All requests for technical support are normally replied to within 24 hours
(excluding weekends and holydays).
Please note that our 800 number is mainly for product ordering and general
inquiries. If you need on-line assistance or would like to discuss your
problem with the support engineer, please indicate so in your request and we
will contact you as soon as possible. Don't forget to include your voice
number.
Thank you. We appreciate your business and your co-operation.