Kentrox Technical Assistance Center

Technical Support Boundaries

The following boundaries are designed to provide our customers with the most responsive and highest quality Technical Support.

Kentrox prides itself on having one of the premier Technical Support departments in the industry. Our Technical Support Engineers (TSEs) are well versed in internetworking principles using TCP/IP, and Physical and Second Layer Protocols such as T1, ISDN, Frame Relay, PPP, ATM, etc. Because of our extensive knowledge and experience, customers sometimes ask a TSE’s advice on issues other than the function and features of Kentrox products. Kentrox TSEs will use their networking knowledge to help isolate a customer’s problem, but it is necessary to draw some boundaries to ensure that the Kentrox Technical Assistance Center (TAC) provides all customers with responsive and high-quality technical support. In addition, access to, and terms and conditions of, technical support are defined by product warranties and Kentrox Care Support Plans purchased.

• Kentrox access products are designed to published standards and will interoperate successfully with most other manufacturers’ hardware products. If the Kentrox TSE determines that the Kentrox product is performing its functions in accordance with applicable specifications, Kentrox will assist the customer in attempting to isolate the source of their networking problem. However, Kentrox cannot be responsible for errors caused by onsite wiring or the configuration of any third-party products such as modems, servers, routers, hubs, switches, or firewalls.
• Kentrox Q-Series™ routers incorporate industry standards for IP networking, VPN, QoS, firewall, NAT, and other features. Once it has been established that the Kentrox router is properly routing TCP/IP traffic, Kentrox support responsibility ends. Configuration or troubleshooting of any problems related to third-party VPN adapters, Ethernet cards, File and Print Sharing, NetBios Name Resolution, WINS, NT Domain issues, or any other Microsoft Networking issues are the customer’s responsibility.
• Kentrox TAC is pleased to help its customers integrate Kentrox products into their network design, but it is the customer’s responsibility to provide the network design. It is very helpful if the customer can forward network design drawings to TAC for analysis. If the customer is not comfortable providing a network design, TAC can provide network consulting services on an hourly fee basis.
• Kentrox TAC does not provide network monitoring or network maintenance services, other than as outlined in the terms of a Kentrox Care Support Plan. If you are interested in a support plan, please view our plan descriptions at www.kentrox.com/services/.
• Training for all Kentrox products is available through the Kentrox Technical Training department. While TAC will always help callers understand the specific configuration and operation of Kentrox products, callers to TAC are expected to have a working knowledge of networking principles, as TAC does not provide general training in networking technology. If you are interested in training, please view our class schedule at www.kentrox.com/services/training.