In order to understand and resolve your support requests quickly and accurately it is important that you take the following steps before you contact CommGate Technical Support.
Most CommGate customers resolve their technical issue via the Value Added Resellers they purchase their CommGate system from. Prior to contacting CommGate technical support, please contact your VAR as your question or issue may already be a known case.
If you are unable to contact your VAR and need to contact CommGate for technical support, you will need to gather information about your support entitlement and problem and have it on hand when discussing the situation with the CommGate technical engineer.
The following steps are an example of what is required.
1. Define the Problem
Being able to articulate the problem and symptoms before contacting CommGate technical 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.
CommGate support engineers want to be sure that they provide you with exactly the right solution. The better they understand your specific problem scenario, the better they are able to resolve it.
2. 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:
- What version of CommGate are you running?
- Have you obtained the latest software and security updates from CommGate Service Delivery Network?
- What steps led to the failure?
- Can the problem be recreated? If so, what steps are required?
- Have any changes been made to the system or network that might have triggered the issue?
- Were any messages or other diagnostic information produced? If yes, what were they?
- Were there any error number(s) or any messages received during the time of issue?
3. Gather Relevant Diagnostic Information (if possible):
It is often necessary that our support engineers analyze specific diagnostic information, such as a sysreport, dumps, traces, logs, etc., in order to resolve your problem. Please provide as much of this information as possible. It will be critical in resolving your problem.
IIf you are unsure as to how to gather diagnostic information, please at least do the following:
- list down your problem
- provide the services which you cannot access e.g.
- unable to download email from server
- cannot access or use VPN to access remote network
- content-filter is blocking you from certain websites
- be prepared to access your server and retrieve your logs
How to Contact CommGate Technical Support
When calling or submitting an issue to CommGate technical support about a particular service, please have the following information ready:
- The machine type/model and warranty information
- Registered Company Name
- Authorized Contact Person Name
- Preferred means of contact (telephone or email)
- Telephone number where you can be reached if request is telephone
- Related product and version information
- Detailed description of the issue
Submit via web
You may submit your request for assistance by logging into the MyCommGate Support Portal. Prior to submitting issues via the Web you will need the same information as if you were placing an issue by telephone.
This capability allows you to put all the pertinent information about your problem into the ticket via the Internet without having to wait for someone to call you back. This should save you time and help with problem resolution time and ensure accuracy in error and debugging messages.
