Technical Services and Support

See the following sections:

Obtaining Technical Services and Support

If you are having trouble utilizing your Proxim product, please review this manual and the additional documentation provided with your product.

If you require additional support and would like to use Proxim's free Technical Service to help resolve your issue, please be ready to provide the following information before you contact Proxim's Technical Services:

Product information

Part number of suspected faulty unit

Serial number of suspected faulty unit

Trouble/error information:

Trouble/symptom being experienced

Activities completed to confirm fault

Network information (what kind of network are you using?)

Circumstances that preceded or led up to the error

Message or alarms viewed

Steps taken to reproduce the problem

Servpak information (if a Servpak customer):

Servpak account number

Registration information:

If the product is not registered, date when you purchased the product

If the product is not registered, location where you purchased the product

NOTE: If you would like to register your product now, visit the Proxim eService Web Site at http://support.proxim.com and click on New Product Registration.

Support Options

Proxim eService Web Site Support

The Proxim eService Web site is available 7x24x365 at http://support.proxim.com.

On the Proxim eService Web Site, you can access the following services:

New Product Registration: Register your product for free support.

Open a Ticket or RMA: Open a ticket or RMA and receive an immediate reply.

Search Knowledgebase: Locate white papers, software upgrades, and technical information.

ServPak (Service Packages): Receive Advanced Replacement, Extended Warranty, 7x24x365 Technical Support, Priority Queuing, and On-Site Support.

Your Stuff: Track status of your tickets or RMAs and receive product update notifications.

Provide Feedback: Submit suggestions or other types of feedback.

Customer Survey: Submit an On-Line Customer Survey response.

Repair Tune-Up: Have your existing Proxim equipment inspected, tested, and upgraded to current S/W and H/W revisions, and extend your warranty for another year.

Telephone Support

Contact technical support via telephone as follows:

Domestic: 866-674-6626

International: +1-408-542-5390

Hours of Operation

North America: 8 a.m. to 5 p.m. PST, Monday through Friday

EMEA: 8 a.m. to 5 p.m. GMT, Monday through Friday

ServPak Support

Proxim understands that service and support requirements vary from customer to customer. It is our mission to offer service and support options that go above-and-beyond normal warranties to allow you the flexibility to provide the quality of service that your networks demand.

In recognition of these varying requirements we have developed a support program called ServPak. ServPak is a program of Enhanced Service Options that can be purchased individually or in combinations to meet your needs.

Advanced Replacement: This service offers customers an advance replacement of refurbished or new hardware. (Available in the U.S., Canada, and select countries. Please inquire with your authorized Proxim distributor for availability in your country.)

Extended Warranty: This service provides unlimited repair of your Proxim hardware for the life of the service contract.

7x24x365 Technical Support: This service provides unlimited, direct access to Proxim's world-class technical support 24 hours a day, 7 days a week, 365 days a year.

Priority Queuing: This service allows your product issue to be routed to the next available Customer Service Engineer.

To purchase ServPak support services, please contact your authorized Proxim distributor. To receive more information or for questions on any of the available ServPak support options, please call Proxim Support at +1-408-542-5390 or send an email to servpak@proxim.com.