8e6 Technologies ER 4.0 - Manual (Page 93)

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UPPORT
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ECHNICAL
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UPPORT
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Support Procedures
When you contact our technical support department:
• You will be greeted by a technical professional who will
request the details of the problem and attempt to resolve
the issue directly.
• If your issue needs to be escalated, you will be given a
ticket number for reference, and a senior-level technician
will contact you to resolve the issue.
• If your issue requires immediate attention, such as your
network traffic being affected or all blocked sites being
passed, you will be contacted by a senior-level techni-
cian within one hour.
• Your trouble ticket will not be closed until your permission
is confirmed.