What happens when I contact HEROware for a support claim?
A. When you contact HEROware to open a support claim you will be asked for some information about your product including the product name and serial number so that HEROware can confirm your product is still within a valid support period and identify the level of support to which you are entitled. HEROware will ask you to describe the symptoms that your product is experiencing and the troubleshooting steps you have already taken to determine the product is not functioning properly. You may also be asked to provide some information about the product’s configuration and software/firmware version as well as your network topology and environment. Upon receiving this information, HEROware will then decide if some additional troubleshooting steps are necessary to confirm the product is not functioning properly. HEROware will ask you to perform these steps and can answer questions you might have about how to perform the steps. In some instances, HEROware may ask you to upgrade to a more curren
