Technical Support FAQ

1. Where do I find manuals and other user documentation?

User’s Manuals, Hardware and Software Reference Guides, Installation guides, Release Notes, and other documentation regarding the use of our hardware and software products can be found on the Support Downloads page of our website.

2. Where do I find software and firmware for my product?

Product Software such as the Promentum ATCA Software and firmware can be found on the Support Downloads page of our website. Some software may not be available for open public distribution due to regulatory requirements. In these cases, a Global Services representative can provide you with the software. Simply log into your appropriate portal and submit a case requesting the software you need.

3. Do I need a user ID to obtain technical support?

If your company has purchased a support agreement for additional support services, or purchased an OS–9 software product, please log into the Premier Support Portal. The Premier Support Portal is provided for customers that have purchased a Technical Support Agreement for additional services not provided in our Standard Hardware or Standard Software Warranty agreements. This portal is also available to customers that have purchased any of our OS–9 software products.

If your company has purchased a Radisys hardware or software produce directly from Radisys Corporation, please log into the Warranty Support Portal. The Warranty Support Portal is available to all customers that have purchased Radisys hardware or software products.

Important Note: Our Hardware Warranty Agreements do not provide technical support services and providing access to the Warranty Support or Premier Support Portal is not an offer of technical support. Technical Support services require the purchase of a Technical Support Agreement (TSA). Although the portals may allow customers to submit requests for technical support, we offer no guarantee of response times or resolution. We will respond on a best–effort basis. If your company has an in–force TSA, Global Services will respond to your technical support questions per the terms of that agreement.

4. What is technical support?

Technical support is considered providing Technical Advice and resolving issues related to the usage of Radisys hardware and software products, where those issues are customer usage problems or issues where the Radisys product does not perform in accordance with Radisys product documentation during the Customer’s Development Phase. Technical support does not include issues related to the repair of failed hardware products. Hardware repair, if applicable, is addressed by either the Radisys Standard Hardware Repair Policy or separate agreement describing the terms of this service.

Technical Advice issues are those that involve customer usage of the products and both those where the products do not perform as intended as stated in Radisys product documentation. Technical Advice includes such support as setup and installation support, configuration ad parameter setting advice, integration consulting, API support, customer design defect resolution and general questions.

5. How do I obtain help with setup, installation, or configuration of my hardware?

Our Global Services Engineers can provide assistance with installation, configuration, and setup (ICS). To obtain ICS assistance, simply log into your appropriate portal and submit a case and describe the issue with which you need assistance.

Important Note: Our Hardware Warranty Agreements do not provide technical support services and providing access to the Warranty Support or Premier Support Portal is not an offer of technical support. Technical Support services require the purchase of a Technical Support Agreement (TSA). Although the portals may allow customers to submit requests for technical support, we offer no guarantee of response times or resolution. We will respond on a best–effort basis. If your company has an in–force TSA, Global Services will respond to your technical support questions per the terms of that agreement.

6. How do I find information about compatible memory, storage devices, and other user installable parts?

Our Software Reference Guides, Installation guides, Release Notes, and other documentation can be found on the Support Downloads page of our website. However if after reviewing the documentation you still have questions, log into your appropriate portal and submit a case and describe the information needed.