Reaching Allegro Packets Support: Difference between revisions

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Latest revision as of 12:43, 18 August 2022

How to get Allegro Packets hardware or software support

The Allegro Packets Support can be reached via email or phone by filling out the support form at Allegro Packets Support.

Necessary information

We may ask you for additional information if necessary:

We need the SystemID to identify your appliance. You can find this information in the menu "Info -> System info".
If you experience a crash, a special crash log is generated that helps us to identify and fix the problem. See also Reporting Bugs.
Often we need a file "debuginfo.zip" which is available at the menu "Info -> Status". It contains multiple internal log files for different components and the current configuration (without sensitive data).
If the question or problem is related to specific network traffic, it can help if you create a small capture for the traffic if possible and share that trace file with us. We will give detailed information about how to obtain the capture.

@@ Line 1: / Line 1: @@
-== How to get support for the Allegro software or hardware ==
+== How to get Allegro Packets hardware or software support ==
-There are two ways of getting support in case you have questions or problems:
+The Allegro Packets Support can be reached via email or phone by filling out the support form at [http://www.allegro-packets.com/support Allegro Packets Support].
-# Write us an email to support@allegro-packets.com
+=== Necessary information ===
-#* Please try to give detailed information about your problem.
-#* Also mention your device serial number so we know which device type is affected.
-#* You can write in English or German.
-# Call us at +49 341 59 16 43 54
-#* Our support line is available from 9 to 5 German local time (EST/CEST/UTC+1/2)
-#* We speak English or German.
-We might ask you for additional information if necessary:
+We may ask you for additional information if necessary:
-* We need the ''SystemID'' to identify your system. You can find this information in the menu "Info -> System info".
+* We need the ''SystemID'' to identify your appliance. You can find this information in the menu "Info -> System info".
-* If you experience a crash, a special crash log is generated that helps us identifying and fixing the problem. See also [[Reporting bugs]].
+* If you experience a crash, a special crash log is generated that helps us to identify and fix the problem. See also [[Reporting Bugs]].
-* Often we need a special file "debuginfo.zip" which is available at the menu "Info -> Status". It contains a lot of internal log files for different components and the current configuration (without sensitive data).
+* Often we need a file "debuginfo.zip" which is available at the menu "Info -> Status". It contains multiple internal log files for different components and the current configuration (without sensitive data).
-* If the problem or question is related to specific network traffic, sometimes it can help to create a small capture for the traffic if possible and share that trace file with us. We will give detailed information about how to obtain the capture.
+* If the question or problem is related to specific network traffic, it can help if you create a small capture for the traffic if possible and share that trace file with us. We will give detailed information about how to obtain the capture.