TECHNICAL SUPPORT / PRODUCT WARRANTIES T ECHNICAL SUPPORTM86 S ECURITY USER G UIDE 137Support ProceduresWhen you contact our technical support department:• You will be greeted by a technical professional who willrequest the details of the problem and attempt to resolvethe issue directly.• If your issue needs to be escalated, you will be given aticket number for reference, and a senior-level technicianwill contact you to resolve the issue.• If your issue requires immediate attention, such as yournetwork traffic being affected or all blocked sites beingpassed, you will be contacted by a senior-level techni-cian within one hour.• Your trouble ticket will not be closed until your permissionis confirmed.
