This article provides information about opening a support case with TE-Systems.
Follow the steps below to open a ticket with TE-Systems:
Create an email from your GFI account and send it to TE-Systems support.
In the Subject line include the last six digits of the FaxMaker case number and the Customer name.
Give a description of the issue, including what you did to test or resolve. This saves time for them asking you to do things you have already done. Please include an XCAPI trace with at least a couple of calls. Wireshark traces are optional and they usually do not require it.
You will not always get a reply back right away. Add a note to the Salesforce case description "Vendor Support #" field. For example,
Case # XXXX opened with TE-Systems.
As the communication progresses, you will be emailing back and forth with Dialogic. Add these emails as notes in the case to facilitate other people and the customer to follow up the progress.
Note: TE-Systems has offices both in the US and EMEA (Germany). A reply is usually given quickly.