Contacting Customer Support

Preparing for your call

Office	How to Call	Special Instructions
France en français	Customers from France call 01 47 89 09 00 Customers from outside France call +33 1 47 89 09 00	To reach the support group for any kind of problem on our products or to get information about support, the customer needs to subscribe to a maintenance contract. Please contact your account representative. In all cases, the support call will be logged, and the customer will be called back by a member of the suppport team. "Live down" situations are treated as urgent, and the customer is called back immediately. The exception to this is when customers are calling from a very long distance, when calls may be transferred directly to the support team as it can be difficult to get through when calling back.
Germany	Customers in Germany call 0180-525 43 52	All support calls are logged, and the customer is called back by a member of the support team. "Live down" situations are transferred directly to a member of the support team.
International	International customers should dial +44 1784 484035 and ask for International support.	All support calls are logged, and the customer is called back by a member of the support team. "Live down" situations are transferred directly to a member of the support team.
Netherlands	Customers calling from the Netherlands dial 0347 370333 Customers from Belgium (or other countries) call +31 347 370333	All support calls are logged, and the customer is called back by a member of the support team. "Live down" situations are transferred directly to a member of the support team.
North America	Call 916-928-6433 to log a support call. Send email to csr@unify.com Send faxes to 916-928-6403.	All support calls are logged, and the customer is called back by a member of the support team. If you have a production system down, please notify the receptionist, and a Support Engineer will be freed up to speak with you immediately.
United Kingdom	UK customers should dial 01784 484000 and ask for UK support.	The call is logged and the customer will be called back by a member of the support group in turn. "Live down" situation calls are transferred directly to a member of the support team.

To expedite the process of answering your questions and resolving your problems, it helps a great deal if the Support contact can gather as much information as possible before calling. When you do call, be prepared with the following information:

• Product Type and Version
• Platform Specifics (including OS version)
• LAN and Network information
• Production or Development
• Description of the problem (including errlog entries, stack traces, etc.)
• Other useful information (including reproducible cases, etc.)