Contacting Support

Support Contact Details

Support Operation Times

• Telephone Support - Technical support via telephone may be obtained, Monday to Friday, between the hours of 9:00 A.M and 6:00 P.M. Telephone technical support does not operate on the weekends, or during bank or other official holidays.
• Email Technical Support - Replies to technical support queries via email may be obtained, Monday to Friday, between the hours of 7:00 A.M and 8:00 P.M. Support on Saturday is handled between 10:00 A.M and 6:00 P.M. Xinit Systems techical support via email does not operate on Sundays or during bank or other official holidays.
• Customer Support Portal - You may log a support ticket at any time via the Xinit Systems Customer Support Portal. Ticket management, routing and response by Xinit Systems support team will occur, Monday to Friday, between the hours of 7:00 A.M and 8.00 P.M. Support on Saturday is handled between 10:00 A.M and 6:00 P.M. Xinit Systems techical support via the customer support portal does not operate on Sundays or during bank or other official holidays.

By far the easiest and most efficient way of obtaining technical support is to use our Customer Support Portal. You will automatically be assigned a support ticket number which you can use in all future correspondence relating to the support problem until it is resolved.

When You Contact Support

In order to expedite the logging of your support call as well as providing a rapid resolution, Xinit Systems requests that you prepare for your support call with as much information about the problem as possible. Here is a quick guideline of the information we would appreciate when you log a support call:

1. The serial number of the system you are logging a support call for or:
1. The product model number of the product you are logging a support call for
2. Specifications of the system (Processor(s), system RAM, hard disks, disk controller, RAID information etc)
2. Any error messages that may have shown up in system log files or in a screen dump
3. Any BIOS or firmware related error messages if the system does not complete POST
4. Details of the OS you are running, release version and kernel version (where applicable)
5. If the problem is intermittent, some information regarding the frequency of the problem and any pattern information that may assist in tracking it down.
6. If the problem is application specific, details about the software application (version, patchset etc) and workload information that may trigger the problem would be appreciated.