User's Manual

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Appendix A: Arcwave Support
Support Extranet
As an Arcwave customer, you are entitled to receive free access to our support extranet on our
web site, http://www.arcells.com/customer/support_extranet.html
. Your sales representative can
you provide you with the User Name and Password.
Standard Maintenance and Support Agreement
All customers are required to maintain maintenance and support agreements with Arcwave for all
deployed products. Arcwave maintenance and support services include email and phone access to
product specialists for installation, usage assistance, problem diagnosis and resolution,
clarifications in documentation, and technical guidance to customers with current software
supports agreements.
Upgrades to services packs, minor and major releases are not covered under the support
agreement.
Technical Support
Arcwave's customer support organization provides pre-sale, installation and post-sale support as
well as training to service providers who have purchased products directly from us or through an
authorized partner.
For additional information please contact your sales representative or call us directly at
[e-mail]
, 1-800-850-4595 or 1-408-748-7570.
Product Returns
Please contact your sales representative for information on returning defective or damaged
product for replacement. Please keep all original packaging materials in the event they are needed
to return the product for servicing. Do not open the product as this will void your warranty.
Sales Assistance
Contact your sales representative for additional products or accessories.