Support Policies

What is the Packet General Technical Support Service Center?

  • The Packet General Technical Support Service Center (TSSC) is a web portal.
  • Customers can access the portal at https://support.packetgeneral.com.
  • Customers require proper credentials to access this portal.
  • To obtain Credentials:
    • When you purchase Packet General solution, you must provide us with the name of your main Technical Contact person(s).
    • An account is setup for the main contact and information is mailed out along with the license.
  • Tickets are opened for support requests by accessing this portal.
  • A unique ticket number is assigned to each new request.
  • Packet General's support staff manages and communicates with Packet General customers via this portal.

How does the TSSC benefit customers?

  • The TSSC enables Packet General customers to track all of their support related issues.
  • Customers can also modify their own request(s) at any time.
  • Detailed records are kept and are accessible to customers.
  • Packet General's support staff team constantly monitors the TSSC portal - they have the ability to view, modify, and respond to each request.
  • It is our policy to only allow Packet General's TSSC managers to close an open ticket to ensure customer satisfaction.

Should each new support request be logged onto the TSSC portal first?

  • Each support request must get logged onto the TSSC portal first, as a trouble ticket.
  • You may request support by phone after opening a trouble ticket on the TSSC portal.

How do I obtain a TSSC account?

  • When you purchase Packet General solution, you must provide us with the name of your main Technical Contact person(s).
  • An account is setup for the main contact and information is mailed out along with the license.
  • You may request support by phone after opening a trouble ticket on the TSSC portal.
  • For any additional accounts, you can send an email to support@packetgeneral.com and a representative will get back to you within 24 hours.

How many Technical Contacts are allowed?

  • You are allowed to have a maximum of four Technical Contacts per geographical location at any given time, regardless of the number of Packet General solutions deployed at your site.
  • Only individual email addresses are accepted.
  • For any additional accounts, you can send an email to support@packetgeneral.com and a representative will get back to you within 24 hours.

How do I add or change the Technical Contact information?

  • Changes must be requested in writing.
  • Your company's main Administrative Contact with Packet General should email support@packetgeneral.com to request a change.

Can the TSSC accounts be shared with others?

  • Accounts should not be shared, unless there is a temporarily situation due to an absence for vacation, illness, or similar reasons.