User guide

Release 9.4.2 Release Notes
Issue 1, May 2009 Page 9
1.6 FEEDBACK ON DOCUMENTATION
Is this document accurate, complete, and clear? How can it be improved? Please send your
feedback on Canopy documentation to [e-mail].
1.7 TECHNICAL SUPPORT
Tip! Do not clear the Event Log after you encounter issues. It may be useful to
Technical Support, if you need to escalate the issue.
Here is the escalation path for resolution of a problem:
1. Check documentation:
 this document
 Canopy System Release 8 Users Guide, available at
http://motorola.motowi4solutions.com/support/library/.
2. Consider checking the Community Forum and Knowledge Base at
http://motorola.motowi4solutions.com/support/community.
3. Escalate the problem to your Canopy supplier or reseller.
4. Escalate the problem to Canopy Technical Support or other designated Tier 3
technical support:
Worldwide Canopy Technical Support
email: [e-mail]
phone: [phone] or [phone]
Canopy Technical Support, Europe
email: [e-mail]
phone: [phone]
Calls are logged 24 x 7, cases are worked Mon-Fri 09:00 – 17:00 GMT.
When you send e-mail or call, please include, as appropriate, software release on each module,
IP addresses, MAC addresses, and features enabled, like NAT, VLAN, high priority channel, or
CIR. You may be asked to run the Support Tool on CNUT or Prizm to provide a complete network
picture.