Contacting Support

When a customer reports an issue, you want to resolve it as soon as possible. In order to do this, its important to ask the right questions and have the right tools so you can get them up and running as soon as possible.

Reproduce the Issue

When an issue is reported, its important to reproduce it so you know what steps are required to make it happen so that we here at IPitomy tech support can drill down to the cause and find a solution.

• Ask the end user the right questions to determine what the problem is – you are our eyes and ears (may need to observe end user)
• Verify that the issue does in fact occur yourself
• Note the frequency of the issue (e.g., 1/10, 3/10, 10/10 etc.)
• Note precise facts and steps for Tech Support to reproduce the issue

Check Firmware and Software for current version

• Note version of device experiencing the issue
• Read all firmware release notes from the device’s version to current, looking for a resolution to the issue
  • Phone Release Notes: http://wiki.ipitomy.com/index.php/HD_Phone_Firmware_Release_Notes
  • PBX Release Notes: http://wiki.ipitomy.com/wiki/IPitomy_PBX_Software_Release_Notes
• Upgrade to newer firmware if a solution exists
• At times, even if a solution is not indicated, upgrading is the best practice before opening a support ticket

Contact Via	Objective
(941)306-2200 (press 2 at the menu for support)	If you have an immediate problem or an emergency that requires the quickest response time, call into support
support@ipitomy.com	Emailing this address will start a ticket.  M-F IPitomy techs will get back to you as soon as they can.  Typically this is less than 24hrs.
ipsupport@ipitomy.com	Use this address when you need to get information to us but do not need to open a new ticket.  Typically you will do this when you are at the customer site but you don't have access to your work email which you used to start the ticket.  This will eliminate needing to hunt through multiple tickets to get all the information.