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 ==
-Customer with an active support contract can contact the Allegro support via email or phone, contact data can be found in the installation guide shipped with the device.
+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].
-The best way is to send an email with detailed information and, if wanted, a phone where we can reach you back.
 === Necessary information ===
-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.