49.Contact Nortel technical supportThis section provides the information about Nortel technical support.Navigation• “Gathering critical information” (page 49)• “Getting help from the Nortel Web site” (page 50)• “Getting help over the phone from a Nortel Solutions Center” (page 50)• “Getting help from a specialist by using an Express Routing Code”(page 51)• “Getting help through a Nortel distributor or reseller” (page 51)Gathering critical informationBefore contacting Nortel Technical Support, you must gather informationthat can help the technical support personnel when troubleshooting. Thissection identifies all the critical information that should be gathered beforecontacting Nortel Technical Support.You must attempt to resolve your problem using this troubleshootingguide. Contacting Nortel is a final step taken only when you have beenunable to resolve the issue using the information and steps provided inthis troubleshooting guide.Gather the following information before contacting Nortel Tech Support.Collecting this information helps Nortel analyze and address the reportedissue:• Detailed description of the problem• Date and time when the problem started• Frequency of the problem• Is this a new installation?Nortel TPS 4.7Threat Protection System Troubleshooting GuideNN47240-700 01.01 Standard11 2007Copyright © 2007 Nortel Networks.
