Before Making your Request

In order to understand and resolve your support requests quickly and accurately it is important that you take the following steps before you contact the support center. 

Define the Problem

Being able to articulate the problem and symptoms before contacting support will expedite the problem solving process. It is important that you be as specific as possible in explaining a problem or question to our support engineers. It is also beneficial to explain the steps you used to reproduce the problem.

Gather Background Information

To efficiently solve a problem, the support engineer needs to have all the relevant information about the problem. Being able to answer the following questions will help us in our efforts in resolving your issue:

1. What software are you running, please include the version numbers?
2. What steps led to the failure?
3. Can the problem be recreated?
4. Have any changes been made to the system that may have triggered the issue?
5. If any diagnostic or error messages were displayed, what did they say?  Be specific, these error codes could speed up the resolution.
6. Define the severity levels (see Severity Level Definitions [1] for details)

Requesting Technical Support

Once you have gathered all of the preliminary information, There are two mechanisms that can be used for requesting technical support.  They are Web based and Toll free support line.

Phone Based Support

Customers with standard support contracts or better have access to Phone Based Incident Management Services as well as the Web Based service offerings.  (See Service Hours for details).

Web Based Support

All customers have access to Web Based Incident Management Services (see Service Hours for details).  The procedures below provide Step-by-Step instructions for submitting a Hardware / Software Incident.

Please Note: For Severity 1 Situations, it is recommended that you call our Technical Support Line at 800-750-4880, especially after hours and on the weekends.  This phone number rotates around our Technical Support Staff and provides you the best chance of getting to an engineer quickly for the high impact situations.

• Using your web browser, visit http://support.wavesco.com [2]
• Select Open a Service Request [3] -> Hardware/Software Incident [4]
• Complete the required fields:
  • Affected Component
  • Operating System
  • Brief Description of Problem
  • Detailed Description
  • How you would like to be contacted (phone or email)
  • Severity Level (see Severity Definitions [1] for more information)
• Select Next Page
• Complete the Customer Information
  • Customer / Company Name
  • Your Name
  • Your Email Address
  • Your Phone No.
  • Alternate Number (if applicable)
  • Street Address / Location where service is required (if applicable)
• Select Submit

Once submitted you should receive an email confirmation, including the ticket no. of the request for tracking purposes.