| Support Website: | http://kb.ip3.com |
| E-Mail Support: | Send email to: support@ip3.com Be sure to include all information described in "Required Information" below. |
| Telephone Support: | When requesting support via telephone, please gather all the information listed under "Required Information" (below) and then call our dedicated support phone number at +1 (800) 388-5262. International customers can reach support by calling +1 (215) 243-7070. |
| Hours of Operation: | Standard Office Hours are Monday through Friday 9:00 a.m. to 5:00 p.m. Pacific Time (GMT-08:00, California, USA) The IP3 help desk is available with live operators 24 hours per day, 7 days a week. |
| Outside Standard Office Hours: | Requests for technical support outside regular standard hours will be received by our 24/7 support staff, case established and prioritized based on the priority level submitted with the support request. In the case of priority levels 1 and 2, an IP3 TAC engineer will be paged with request to contact you as soon as possible. Priority levels 3 and 4 typically are answered the following business day, depending on case severity. |
| Holiday Coverage: | During national holidays, the support department may be operating on a reduced or after-hours schedule. |
IP3 TAC does not provide end user or guest support. If you have purchased internet access or are an end user attempting to purchase internet access and require assistance, please contact the Manager on Duty or the IT/Network Administrator as they should be able to assist with your issue/request. IP3 is the manufacture the NetAccess Internet gateway used by the Hotel/MTU/MDU/HotSpot/WISP/Enterprise/College Campus/Conference Center to provision high speed internet access. IP3 does not manage nor administrate the HSIA(high speed internet access) network.
If you have trouble that cannot be resolved by your solution provider or would like to send us feedback or feature requests, please send an email to: support@ip3.com
When submitting a request for support, please provide the following information to ensure that we respond in the timeliest manner:
If you are contacting IP3 for the first time, please refer to the Product Registration page on this website for more details and have this information available when you call or email.
If you are a property owner, please contact the IP3 solution partner who provided you with IP3 products as part of your high-speed Internet access solution.
Only units with a current service contract are eligible for IP3 TAC services. Units that do not have a service contract are highly recommended to renew their service contracts to ensure uninterrupted assistance from IP3 TAC. Units that do not have an eligible service contract have access to the IP3 TAC KnowledgeBase for any information.
Venue, Channel Partner, and/or Service Provider staff are required to have already addressed support issues through the first and second level support processes as outlined in IP3's Partner Agreement. Most issues will fall into the first or second level support categories and can be resolved quickly by using information found at IP3's Support Website. Only issues that cannot be resolved through first or second level support should be directed to IP3 Technical Support and they will be subject to the conditions outlined herein.
Our Support Website is available 24/7 and accessible by anyone with an Internet connection with no password or user account necessary. Please use this support website as your first source for help as it contains an online knowledgebase of articles, documentation, FAQ's and other problem-solving resources. This web-based support resource provides the quickest solution to the most common technical support issues.
For each specific technical support request, we create a technical support case and assign it a case number. If you call with several different issues, we may create different case numbers to track each issue. Be sure to make a note of the case number and provide it on any subsequent contacts regarding the case.
Product updates (bug fixes and patches) are available through the following methods:
Product version upgrades are available only to customers who have a current support agreement and only issued, upon request, to the person who was identified as the technical contact in your partner agreement or maintenance contract.
Cases are handled directly by IP3 technical support staff. When you send a technical support request, you should have the appropriate system and product information available (see "Required Information").
Requests for technical support outside regular business hours will be received by our 24/7 support staff, case established and prioritized based on the priority level submitted with the support request. In the case of priority levels 1 and 2, an IP3 support engineer will be paged with request to contact you as soon as possible. Priority levels 3 and 4 typically are answered the following business day, depending on case severity.
Response times depend on the priority level assigned to your request. Please indicate your priority level when contacting Technical Support. They will note it in the file when opening a case for you to ensure proper response time.