::Tyan Computer Corporation:: Support

Support

Step 2: Once you are on the Main [Tech Support Service Request] page you start by first picking a category.

From this Select a Category section you have the ability to fully identify the particular Tyan product that you have need for assistance with. We break these categories into easy to follow sections like: Accessories, Active Motherboard Solutions, Active Transport/Barebones Solutions, Archived/EOL/Legacy Products, Compliancy Reports, Network Appliances, Services and Website

These are many of the categories but there are even more not directly listed. Choose from these options and then you'll get sub-menu's that bring the information down to a more direct listing for exactly what you're looking for.

Step 3: Make sure that you are specific in your Request Title to accurately portray the issue you are having.

Step 4: In the memo field you can put all the specifics about your issue. This is where you would explain the issue you are having and how you have already attempted to try and resolve the issue prior to contacting Tyan. The more complete your information the sooner the Tyan Tech Support group can get to the root of your issue and help resolve your issue.

Step 5: Once you are done with the Main [Tech Support Service Request] then you move onto the Customer Information Tab. Fill in section for Customer Name and if you want to put a Company Name (if applicable) you can put your company name as well. This field is a required field in order to complete your ticket.

Step 6: Fill in your email address and your Phone Number. If for any reason our technicians need to talk to you directly for more efficient and timely responses this phone number will be used for that purpose only. This field is a required field in order to complete your ticket.

Step 7: Picking the appropriate region will insure that your issue goes to the appropriate support team.

You will have choices of North America, Europe, Asia, Africa, Middle East, South America, Southeast Asia and Latin America to choose from. If you choose the wrong region then your issue will be routed to the wrong location and your assistance will be delayed.

Step 8: Once you have completed the Customer Information section the last section to fill out will be the Product Details tab. All the fields in this section are required in order to complete your support ticket.

You will need to fill out the Product Model Number, Bios Version, CPU(s), Memory, any PCI, PCI-X or PCIe cards that are installed, Power Supply Brand/Model # and any Special Configuration Details necessary to be able to duplicate this issue. These are all important aspects for the Tech Support team to understand so that we can resolve your issue. If any of these items are not present or simply not there then just use n/a in the field.

There are two drop down fields in the Product Details tab. The first one is the Embedded Components Drop Down Menu

This drop down menu allows you to choose any embedded components you are using in your system.

The other drop down menu is for you to choose which OS you have installed on your system.

This menu allows you to choose any Linux or Windows related OS so that the Tech Support Agent knows what OS you are specifically trying to use or are having problems with.

Step 9: Once everything is filled out you can click the SAVE button and your issue will be sent to the ticketing system and setup in the appropriate que for answering. You will know that your issue has been sent if you get a Tyan Tech Support Ticket Number

If you do not get the ticket number then that means there is a particular field that has not been filled out to allow the ticket to be saved. In that case you would get a message like this pointing you to what information field needs your direct attention.

Once you click OK then the system will take you directly to that field that needs to be completed. You can then try to click SAVE again. If you have everything done then the ticket will be completed. If there are still more fields left then you will get additional errors until everything is finalized.