To provide the highest levels of support and to ensure that your issue is resolved as quickly as possible, please review the following list and be sure that you have met these responsibilities before contacting LumenVox Technical Support.  

• Technical Support Entitlement (time) available in your account before any support request will be considered “Opened." 
• A Designated Contact (as described in “Designated Contacts” on page 9) to report a new Support Request or to update an existing Support Request.  
• A complete understanding of the technical infrastructure in which the LumenVox product is installed. 
• The ability to specify the name of the LumenVox product you are using and the version number of that product. 
• The ability to provide an accurate description of the issue and its business impact including the observed behavior and the expected behavior. 
• Adequately trained to use LumenVox products. 
• The ability to transfer information (for example, log files, configuration files, Linux core file, etc.) electronically to help us analyze your issue. 
• If you have requested Severity 1 - Critical status for your production issue, a customer contact must always be available to work with LumenVox Technical Support in the resolution of your issue. 
• Severity 1 – Critical issues should be opened over the phone to facilitate quickest resolution. 

Before Logging a Support Request 

Before contacting LumenVox Support, please be sure that you have searched the LumenVox Knowledge Base for your issue. Many common issues can be resolved by reading through the comprehensive collection of articles in the Knowledge Base. If you still wish to open a new support request, please have the following ready: 

• A clear description of the problem.  
• If you can reproduce the issue, clear instructions on how to do so. 
• A list of actions you have taken so far in attempting to solve the issue.