Q: How do I contact Ulticom's Signalcare Support
Services?
A: Contact the Signalcare Support Services organization via the
my.Ulticom.com web portal, or by email or phone.
- Signalcare Support Services in the United States are available during local business
hours (8:00 AM - 5:00 PM US EST) via my.Ulticom.com, email at helpdesk@ulticom.com, or by phone:
Inside North America : 1.888.395.6664
Outside North Americal: +1.856.787.2765
- Signalcare Support Services in Europe is available during business hours (9:00 AM
- 6:00 PM UTC/GMT + 1:00 Hour) via iSupport or email at helpdesk@ulticom.com.
Critical live site-related problems should always be originated or followed by a
phone call to the Help Desk.
Q: How do I report a critical problem after Ulticom
Help Desk business hours?
A: Contact the toll free number (or the local number, as applicable)
issued upon your purchase of a Premium Maintenance Agreement. Have the following
information available when calling:
- Caller name
- Caller telephone number
- Company name
- Brief description of problem
Q: What is an SR?
A: A Service Request (SR) represents your initial request to the
Ulticom Help Desk when reporting a product related issue or a question.
Q: How do I open an SR?
A: You can open an SR in any one of three ways: logon to iSupport
and follow the instructions, email your request to the Ulticom Help Desk at helpdesk@ulticom.com,
or simply phone the Help Desk at one of the numbers listed above.
Q: What is SR Severity versus Urgency?
A: SR Severity represents the nature of an issue. The SR Urgency
represents the customer's priority of the issue and helps Ulticom Customer Support
determine what issues, from the customer's perspective, need the most immediate
attention.
The SR Severity and Urgency may be set to one of the following values:
- SR Severity:
- Critical: Problem causes system or applications using software
to be down or unavailable for revenue producing service
- Major: Problem significantly impacts system or application using
software or makes major functions unavailable
- Minor: Problem is isolated or localized, representing an operational
nuisance that may include documentation errors
- SR Urgency:
- Critical: Urgent Priority
- Major: High Priority
- Minor: Low Priority
Q: What is a CR?
A: A Change Request (CR) is initiated if a Tier 2 engineer
has diagnosed an SR as requiring a change in Signalware. A CR would then be generated
and submitted to the appropriate Tier 3 engineer for an analysis and implementation
of the required change to Signalware. The CR would then be assigned to an Engineering
Change Notice (ECN), which may contain more than one CR scheduled for a delivery.
The software updates may be assigned to an emergency patch, service pack and/or
major releases.
Q: How do I receive notification of the latest
emergency patches for my given release/baseline?
A: Signalcare Support Services send an announcement to its customers
via email each time an emergency patch (in the form of an ECN) becomes Generally
Available (GA). The announcement will include specific instructions on how to retrieve
the ECN from the Ulticom ftp site. To submit a request to receive these announcements,
email helpdesk@ulticom.com and ask to be added to the support announce mailing list.
Q: How do I install an emergency patch?
A: The procedures for installing an Emergency Patch are the same
procedures used for installing standard Ulticom software. Please follow the guidelines
in the Installation Manual, making sure to use the version appropriate to your hardware
platform and Ulticom software release. If you have questions or difficulty in retrieving
an Emergency Patch, please contact the Signalcare Support Services Help Desk.
Q: What do the numbers and/or letters in the
package name mean?
A: The letters and the numbers in the package name help identify
whether the package(s) are from a major baseline release, also called "core"
packages, or whether the package(s) are from a service pack or emergency patch.
The "pkginfo" tool will display the package names as well as optional
detail information. To see all available information for a package, run the command
'pkginfo -l | pg'.
Packages beginning with "OMNI" identify major release or "core"
packages. Note: use pkginfo -l to see which version the core package belongs to
(e.g. 8.02, 9.02, etc.).
Service packs and emergency patches are identified more specifically with numbers
and letters. For example, packages beginning with S30 would indicate packages delivered
with Service Pack 3, while packages beginning with S39 would indicate packages delivered
with the ninth emergency patch on top of Service Pack 3.
For more information, please contact helpdesk@ulticom.com.