iSTAR Edge G2 Controller Installation and Configuration Guide 8
Preface
Software House Customer Support Center
Technical Support Portal
The Technical Support Portal provides knowledge-based articles, technical documents, and tips to install and use Software
House products.
Qualified Integrators can register to access the Technical Support Portal at http://www.swhouse.com. Click Support and
select Support Portal to access the Support Portal log in page.
The email address you use to register for access to the portal must be the same one you used for the certification course.
If the request is approved, log in credentials are emailed twenty-four to forty-eight hours after received.
Telephone Technical Support
During the period of the Agreement, the following guidelines apply:
■ Software House accepts service calls only from employees of the Systems Integrator of Record for the installation
associated with the support inquiry.
Before Calling
Ensure that you:
■ Are the Dealer of record for this account.
■ Are certified by Software House for this product.
■ Have a valid license and current Software Support Agreement (SSA) for the system.
■ Have your system serial number available.
■ Have your certification number available.
Hours
Normal Support Hours Monday through Friday, 8:00 a.m. to 8:00 p.m., EST. Except holidays.
Emergency Support Hours 24 hours/day, seven days a week, 365 days/year.
Requires Enhanced SSA “7 x 24” Standby Telephone Support
(emergency) provided to Certified Technicians.
For all other customers, billable on time and materials basis.
Minimum charges apply – See MSRP.
Phone
For telephone support contact numbers for all regions, see http://www.swhouse.com/support/contact_technical_support.aspx.
EMEA
Hours: 8:00 a.m. to 6:00 p.m. CET
■ Toll Free: +800 CALLTYCO or +800-2255 8926
■ Direct: +31 475 352 722
Local Direct Dial Numbers:
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