SD39RIO-1 INTRODUCTION
January 2001
1-3
1.2 Product Support
Product support can be obtained from a Technical Information Center (TIC). Each regional TIC is a
customer service center that provides direct telephone support on technical issues related to the functionality,
application, and integration of all products supplied by Siemens Moore. Regional TIC contact information is
provided in Table 1-1. Your regional TIC is the first place you should call when seeking product support
information. When calling, it is helpful to have the following information ready:
• Caller ID number, or name and company name - When someone calls for support for the first time, a
personal caller number is assigned. Having the number available when calling for support will allow the
TIC representative taking the call to use the central customer database to quickly identify the caller’s
location and past support needs.
• Product part number or model number and version
- If there is a problem with product operation:
- Whether or not the problem is intermittent
- The steps performed before the problem occurred
- Any error messages or LED indications displayed
- Installation environment
Customers that have a service agreement (ServiceSuite or Field Service Agreement) are granted access to the
secure area of our website (www.smpa.siemens.com/techservices). This area contains additional product
support information. To log on, you will be prompted to enter your username and password.
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