8e6-technologies Enterprise Filter Authentication R3000 Manuel d'utilisateur Page 212

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CHAPTER 7: TECHNICAL SUPPORT SUPPORT PROCEDURES
198 8E6 TECHNOLOGIES, R3000 INTERNET FILTER AUTHENTICATION USER GUIDE
Support Procedures
When you contact our technical support department:
You will be greeted by a technical professional who will
request the details of the problem and attempt to resolve
the issue directly.
If your issue needs to be escalated, you will be given a
ticket number for reference, and a senior-level technician
will contact you to resolve the issue.
If your issue requires immediate attention, such as your
network traffic being affected or all blocked sites being
passed, you will be contacted by a senior-level techni-
cian within one hour.
Your trouble ticket will not be closed until your permission
is confirmed.
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