Product Support
Support Notice: Boundaries of Technical Support
The XINCOM Technical Support Team strives to deliver quality support services to all our valued customers. XINCOM's Technical Support Representatives assists all registered XINCOM product owners by providing the best solution to their networking needs. Technical Support Representatives have proficient knowledge in TCP/IP and VPN networking protocols and troubleshooting expertise in the first three layers of the OSI Model (Open System Interconnection). Because of this extensive knowledge, customers frequently seek advice from a our support team regarding networking issues or inquiries that do not pertain to XINCOM networking products or their configurations. It is therefore necessary to establish boundaries for the support given by the XINCOM Technical Support Team.
1. The XINCOM networking products operates primarily at the first three layers of the OSI Model: Physical, Datalink, and Network. XINCOM Technical Support Representatives will evaluate and troubleshoot any XINCOM networking adapter, router or gateway to ascertain if the networking device is successfully allowing the necessary IP connectivity. Problems or issues that run at the Application Layer of the OSI Model such as File-Sharing, Email, and/or Web Hosting are beyond the boundaries of the Technical Support Services.
2. XINCOM networking products are designed to be compatible and inter-operate successfully with many other manufacturer' hardware products. When a XINCOM product is interfacing with a different brand networking device, a Technical Support Rep will first determine that the XINCOM networking device is performing its functions in accordance with applicable specifications. In the event the XINCOM networking device is performing in accordance with applicable specifications, the Tech Support Rep will then attempt to isolate the source of the networking problem. At no point will the Tech Support Rep be expected address the configuration of any third-party products such as Ethernet cards, servers, routers, hubs, switches, or firewalls nor assume any liability in improper performance of third-party products interfacing with any XINCOM networking device.
3. XINCOM VPN gateways (XC-DPG503 and XC-DPG603) are capable of VPN configurations using the industry-standard IPsec encryption protocol. Once it has been established that the XINCOM VPN Gateway is properly routing TCP/IP traffic through the VPN, the Technical Support Rep's support responsibility ends. This support boundary applies to all levels of XINCOM's Technical Support team. Configuration or troubleshooting of any problems related to VPN adapters, Ethernet cards, File and Print Sharing, Net Bios Name Resolution, WINS, NT Domain issues, or any other Microsoft, Netware, or any other networking issues are the customer's responsibility.
4. It is the sole responsibility of the customer to first develop their network design. Technical Support Reps can assist customers in integrating XINCOM networking devices into their network design. If the customer is not comfortable developing a network design, the Technical Support Rep support will suggest the services of an independent and local network consultant to assist you in your networking needs. Technical Support WILL NOT assume any liability regarding a customer's network design nor will any liability be implied or obligated to any Technical Support Rep.
5. If a Technical Support Rep has determined that a particular customer issue is not related to the XINCOM networking device, no additional calls on that particular issue can be addressed.
6. Technical Support Reps work to solve customer problems in a methodical, calm, professional manner. It is expected that our customers do the same. Customers who use abusive language and/or profanity are subject to have service declined at the discretion of the Technical Support Representative.