Getting Help with Microplex Products

This document discusses how to get help with the Microplex product line. It covers:

• Options for Help
  • Documentation
  • Web Site Support
  • FTP Site Support
  • Microplex Technical Support Department
• Repairs

Options for Help

Documentation

The first step when problems are encountered with any product is to look to the product manual and release notes (if provided). More specifically, Microplex product manuals provide troubleshooting sections offerering key suggestions to help fix the problem.

Web Site Support

If the supporting manuals and release notes aren't helpful enough, further documentation can be obtained from Microplex's Web Support site at http://www.microplex.com/.

Click on "Tech Support" once at the Microplex home page to enter the Technical Support page, a centralized area for locating product distribution files ( firmware upgrade files, software utilities, documentation) as well as additional support related forms and documents.

FTP Site

Microplex's FTP site, ftp.microplex.com, is there to provide firmware and software for the Microplex product line. Once logged in anonymously, change to the "support" directory where it branches off into each product model. Refer to the "readme.txt" once in the support directory for further information regarding navigating the site.

Microplex Technical Support Department

If assistance is still required at this point, Microplex's Technical Support department can be reached using any of these options:

1. Email support@microplex.com,
2. Fax to "Support" at +1 604 444-4239,
3. Call +1 604 444-4232 and ask for Technical Support.

Note: Email usually guarantees the quickest response. If calling by phone, a queueing system is in effect to help the Support technicians get through each customer in a fair and orderly way. This generally means waiting a bit for a call back.

However, before contacting the Support department, be sure to have the following information on hand to help speed up the support process:

1. product serial number found on the bottom of the device,
2. product firmware version if known,
3. description of the network environment in use (e.g. Netscape v2.02 on a Windows 95 station),
4. description of the problem.

Repairs

Description of Warranty

Microplex warrants its products for up to three years from the time of original purchase. This can be extended to a six-year period if the Warranty Registration/Customer Survey Card has been filled in and returned to Microplex.

For a full description of the warranty, please see the product manual. As a summary, Microplex's warranty will not cover loss or damage caused by:

• shipping,
• improper installation, use, or maintenance,
• unauthorized repair or modification,
• excessive environmental conditions including electrical power surges, temperature, humidity, or any other irregularities,
• negligence or abuse.

Repair Procedure

To obtain service under the product warranty, Microplex's Technical Support department must first be contacted to rule out configuration errors. A Support technician will go through some tests to ensure the problem is definitely hardware-related. If so, a Return Merchandise Authorization (RMA) will be issued by the technician and the defective product can be shipped back to Microplex for repair.

Here are some important points to be aware of with Microplex product repairs:

1. Spare units are not sent out when an RMA is issued by a Microplex Support technician.
2. For the NetworkEye and NetworkEye-Colour products, Microplex will only pay the cost of shipping the product back to the customer. Shipping the product to Microplex is at the cost of the customer so any courier company can be used.

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