Open a support case by calling your regional 3Com support telephone number. Once you have opened a support case, you will be transferred to an engineer or an engineer will return your call within one hour. Please reference the assigned case number in any further communication regarding the incident. Technical support requests placed electronically, using eSupport, will receive a response within 24 hours.

• GSO Master Contract Number
• GSO Site Specific Contract Number
• Caller contact details
• Service requested (Technical Support, RMA logistics, Engineer on-site, or software support)
• 3C part number
• Description of problem or failure
• Serial number is required for RMAs
• Ship to address, with on-site contact is required for RMAs

The contract service request will be validated according to the specific entitlements of the contract.

3Com Support Telephone Numbers

North America

For Technical Support call 1-800-876-3266

Latin America

Brazil	0-800-120-001
Mexico	1-800-849-3266
Colombia	571-592-5000
Argentina	0-800-443-266
All other countries	AT&T local number + 1-800-998-2112
	Click here to locate AT&T local number

Europe, Middle East and Africa

Click here to view telephone numbers

Asia Pacific

Click here to view telephone numbers

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.