Cymphonix Customer Support

Contact Cymphonix Support at 801-938-1500 (opt. 2) or by email at support@cymphonix.com. Support is available from 7:00am to 5:00pm Mountain Time.

The Support Process
Technical support allows Cymphonix support technicians to work together with Dealer and End User technical resources to successfully integrate Cymphonix products into customer networks. By creating partnerships between local technicians who know the environment and the Cymphonix Support Team, we create positive outcomes.

Support Model
Cymphonix support technicians are experienced network administrators with excellent technical skills and are evaluated on their high customer satisfaction as well as their technical capabilities. All of our technicians have access to internal troubleshooting tools, other technicians, and engineering support. By utilizing a touch and hold model, the need for “hand-offs” is reduced, issues are resolved with fewer interruptions, and with greater customer satisfaction.

Opening a Support Ticket
Support calls or incidents are tracked by Install Location, and require:
• the system serial number (located on the System Home Page and on the rear of the chassis), and the system’s Device ID (located in the System Home Page Web Menu and telnet menu),
• the Caller’s name and contact information
• the Dealer Company name,
• the Customer Company name,
• a description of the problem.

Additional information, including network diagrams, details about other equipment present on the network, and remote access may also be necessary for successful resolution.

Support Response Expectations
Cymphonix Support is staffed to provide telephone response as soon as possible, with most contacts being handled within 1 hour. Email response is within 24 hours.

Calls are prioritized based on severity of impact to the network so that critical situations have the most attention.