8x5 Service Contracts
For 8x5 service contracts you may call for assistance from 9:00 A.M. - 5:00 P.M., local time, Monday - Friday, excluding public holidays.

24x7 Service Contracts
For 24x7 service contracts you may call for assistance 24 hours a day, seven days a week, including holidays.

Case Severity Definitions
When opening technical support cases, please communicate your sense of urgency based on the following severity definitions:

Severity 1
Production network, sub-system, or product failure as a result of a 3Com product which results in a critical impact to business operations with no viable work-around; or Repeated and excessive downtime due to 3Com product failure is causing a customer loss of revenue. End user and 3Com both will commit full-time resources to resolve the situation.

Severity 2
Production network, sub-system, or product failure as a result of a 3Com product which results in a service interruption or degradation impacting significant aspects of business operations 3Com and or customer is at potential risk of losing actual or future revenue as a result of 3Com product failure. Workaround may or may not be available. End user and 3Com both will commit full-time resources during Standard Business Hours to resolve the situation.

Severity 3
A limited network, sub-system, or product problem which prevents some functions from meeting the product specifications. Some business operations are impaired, but the network continues to function or a workaround is available. End user and 3Com are willing to commit resources during Standard Business Hours to restore service to satisfactory levels.

Escalation
If you feel that your technical issue requires escalation, and that has not already occurred as part of 3Com’s automatic escalation process, you may request escalation at any time by asking to speak to the Duty Manager.