Support

Support Request

To Log a support call please email noc@fujintech.com containing the recommended information to open a case. Alternatively please call: +44 (0) 845 094 8868. If you do not have a support contract please contact sales.

Case Priorities

Below are details of our Priority Structure and details of the recommended information required by us to open a trouble ticket.

Critical - 1: System or service unavailable

An existing network is down or there is critical impact to the customer's business operations. We and the customer will commit the necessary resources around the clock to resolve the situation.

High - 2: Fault affecting many but not all users, which customer has no available means of circumventing.

Operations of an existing network are severely degraded, or significant aspects of the customer's business operations are being negatively impacted by unacceptable network performance. We and the customer will commit fulltime resources to resolve the situation.

Medium - 3: Fault which Customer has no available means of circumventing but is not service affecting.

Operational performance of the network is impaired, while most business operations remain functional. We and the customer are willing to commit resources during normal business hours or as per their contract to restore service to satisfactory levels.

Low - 4: Minimal impact, assistance or configuration help

Customer requires assistance but the issue is not service affecting in any way or the case is awaiting a vendor to supply software. Customer requires assistance on installation, or configuration. There is clearly little or no impact to the customer's business operation. We and the customer are willing to provide resources during normal business hours or as per their contract to provide assistance as requested.

Low - 5: Informational

Customer requires information on product capabilities. There is clearly little or no impact to the customer's business operation. We and the customer are willing to provide resources during normal business hours or as per their contract to provide information or assistance as requested.

Recommended Information to Open a Case

Customer Name:-
Contract Number:-
Contact Telephone Number:-
Contact E-mail Address:-
Platform:-
Software Version:-
Hardware version:-
Product serial number:-
Problem category:- Voice/Data/Security/Other
Priority:-
Detailed Problem Description:-
Details of any changes on the network at Customer site and when:-
Can the problem be replicated? :- If So How?
Can remote access be provide? :- Yes / No
Provide Network Diagram:-