The Client Support Team provides support 24 hours a day, 7 days per week. Normal hours of operation are from 8:00 AM to 5:00 PM Eastern Standard Time, excluding weekends and holidays. (Please note, service hours remain on Eastern Standard Time; there is no switch to Eastern Daylight Time.) Emergency support is available outside of normal hours of operation.
Whenever possible, incoming support calls will be routed directly to a Support Specialist. If there are no Support Specialists available, calls will be forwarded to the Client Support voice message mailbox. Please leave a message and the call will be returned within one business hour.
In the event that the Support Specialist is unable to resolve the issue during the initial call, he/she will categorize the issue as high impact, medium impact, low impact, or future enhancement. The Support Specialist handling the initial call will be responsible for follow-up of the issue until it has been resolved.
Customer Support requests may also be posted via the UniFi Products web site at http://www.unifi.fiserv.com. To report an issue via the web site, once the client has logged-on, they should enter the Technical Support area of the site and access the area titled “Report an Issue.” It is important that they follow all of the steps for completing the form and attaching the appropriate documentation. By using the issue reporting feature on our web site, they can also check on the status of the reported issue and track the sequence of events taking place to resolve it.
In many instances, the Support Specialist will be better able to resolve an issue if he or she is able to connect directly to the client system to troubleshoot. PC Anywhere for Windows® is required for modem support.
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