SUPPORT
Technical Support
Sinneslöschen Technical Support provides product assistance, documentation, software updates and service information for current hardware, software and integrated systems. Support is available to OEM customers, systems integrators, authorized service organizations and users of supported Sinneslöschen equipment.
Service availability varies according to product status, region and support agreement. Documentation for discontinued and archived products may remain available after standard technical support has ended.
North American Technical Support
Sunnyvale, California
Telephone: 1-800-555-0142
Direct: 408-555-0186
Fax: 408-555-0127
E-mail: support@sinnesloschen.com
Hours: Monday–Friday, 6:00 AM–6:00 PM Pacific Time. After-hours assistance is available for customers with qualifying support agreements.
Before contacting Support, have product model, serial number, hardware revision, software/firmware version, operating platform, configuration, error/status message and existing case number where applicable.
Support Case Numbers
Format: SC-YY-NNNNN
Example: SC-98-04172
States: OPEN · CUSTOMER ACTION REQUIRED · ENGINEERING REVIEW · RESOLVED · CLOSED.
Documentation Services
Current manuals, data sheets, application notes, service bulletins and selected archived documents are available through the Documentation Service. Online availability may include HTML, PDF, text files, document indexes and ordering information for printed manuals.
Documentation Fax: 408-555-0163
E-mail: documentation@sinnesloschen.com
Software & Firmware
Current software releases, device-support files, firmware updates and selected development tools may be downloaded from Software Downloads. Verify product/hardware revision, release notes and platform support before installation. Retain previous working configurations where practical.
Hardware Service / RMA
Field and depot service may include fault diagnosis, module replacement, configuration, repair, calibration, on-site assistance, SSB verification and installation support.
RMA format: RMA-YY-NNNNN. Equipment received without an RMA may be returned without service.
Legacy & Discontinued Products
Support may consist of archived manuals, replacement-part information, compatibility notes, final software releases, service bulletins or referral to authorized service organizations. Legacy support does not imply indefinite component or replacement availability.
Warranty Information
Warranty terms vary according to product, system configuration and original sales agreement. Customers requesting warranty service should provide the product model, serial number, purchase or installation information and applicable support-case number.
Modification, improper installation or use outside published operating specifications may affect warranty coverage. Technical Support can assist in determining the service status of installed equipment.
SSB Support
Before modifying an SSB configuration, identify bus generation, chassis model, installed modules, termination hardware, timing modules, bridge devices and system software version. Mixed SSB-1, SSB-2 and SSB-2E configurations may require specific compatibility procedures.
FAQ
How can I determine whether a product is still supported?
Check the current Product Index or contact Technical Support with model and hardware revision.
Are manuals available for discontinued products?
Many are. Some older material exists only as indexes or printed copies.
Can I obtain previous software versions?
Previous releases remain available for selected supported configurations.
Does Sinneslöschen support customer-modified hardware?
Technical Support can assist with standard and approved OEM configurations; customer modifications may limit assistance.
Can SSB-1 and SSB-2E hardware be installed in the same system?
Some mixed-generation configurations are supported with bridge, timing or termination hardware.
Where can I find products no longer in the current catalog?
Use the Historical Product Archive.