xiv Requesting Technical Support
Trident Planning and Installation Guide
Gathering Supporting Documentation
Before contacting corporate technical support, please try to solve the problem by
referring to the Triconex documentation. If you are unable to solve the problem,
obtain the following information:
• Error messages and other indications of the problem
• Sequence of actions leading to the problem
• Actions taken after the problem occurred
• If the problem involves a Triconex controller, obtain the model numbers and
revision levels for all affected items. This information can be found on the
modules, in the System Log Book, or on the TriStation Diagnostic Panel.
• If the problem involves software, obtain the product version number by
selecting the About topic from the Help menu.
Contacting Triconex Technical Support
If possible, you should contact your regional customer center for assistance. If you
cannot contact your regional center, contact technical support for the type of
system you are using, either ESD systems or Turbomachinery systems.
Please include the following information in your message:
• Your name and your company name
• Your location (city, state, and country)
• Your phone number (area code and country code, if applicable)
• The time you called
• Whether this is an emergency
Note If you require emergency support and are not an SMP participant, please
have a purchase order or credit card available for billing.
Emergency calls are responded to on a 24-hour daily basis.
Telephone
Toll-free number 866-PHON IPS (866-746-6477), or
Toll number 508-549-2424
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