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| Technical Support |
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At CAI Networks, we treat each customer′s email or phone call
seriously with our best engineers working with you immediately.
Each new WebMux or DnsMux product comes with one year renewable maintenance contract to cover
all hardware / software and firmware. Extended maintenance contract may cover hardware
warranty and software support. Bare board products may not include software support;
some board level products only come with hardware warranty. Only product under maintenance
contract entitles it for firmware update and software support. For customer with valid
maintenance contract, we will work with you configuring the device, debugging the environment,
troubleshooting any problem, providing suggestions, performing firmware updates remotely.
+ Maintenance Contract Service Scope
We will have knowledgeable engineers helping customers over the phone and email;
We will provide firmware updates and system upgrades;
We will do network packet analysis to troubleshoot any setup;
If the problem caused by our product, we will work with you to provide a solution;
With hardware warranty coverage, we will also repair any hardware failure.
+ Support Hours
Standard support is available Monday through
Friday, 8:00 am - 5:00 pm Pacific Standard Time, excluding holidays. 24x7 support and
other Gold and Premium maintenance contract can be purchased. Out of contract one time support
or firmware update can also be purchased.
+ Maintenance Contract
Maintenance contract may include hardware warranty and software support.
All maintenance contract will be renewed automatically for an additional year when the original
contract expired. Customer may cancel the maintenance contract at any time. Cancelling the
maintenance contract will stop all the services in that contract.
+ Contacting Technical Support
Online:
Click here to fill
out a Support Request form, which will immediately be sent to us.
By email to WebMux Support: to techsupport@avanu.com
By email to WebControl Support: to webcontrol@cainetworks.com
By email to other support: to support@cainetworks.com
By phone: Call our Southern
California offices during our business hours of 8:00 am and 5:00 pm Pacific
Standard time
WebMux at +1 408-248-8960 .
WebControl at +1 714-689-3362.
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