Category » Process and Policy

There were 12 articles found in this category:

1. MaxCS Private Cloud Site Survey for Voice
   Prior to ordering a MaxCS Private Cloud service for a customer, both the Voice Survey and the Data Survey must be completed. This ensures that the customer's environment is suitable for the Cloud Service. The surveys should be completed for each physical location, if the customer is a multi-site ...
2. MaxCS Private Cloud Site Survey for Data
   Prior to ordering a MaxCS Private Cloud service for a customer, both the Voice Survey and the Data Survey must be completed. This ensures that the customer's environment is suitable for the Cloud Service. The surveys should be completed for each physical location, if the customer is a multi-site ...
3. MaxACD Premise Site Survey
   This survey is for MaxACD on-premise installations. It should be completed for each new MaxACD premise deployment.
4. MaxCS Private Cloud Servers Windows Update Policy
   It is the goal of AltiGen Communication’s Cloud Operations group to make sure that software running on hosted servers is kept properly up to date. This includes both the MaxCS software, as well as the underlying Windows operating system itself. Because these updates frequently require a p ...
5. Support Interaction
   AltiGen’s Technical Support Operations (TSO) group is the primary point of contact for technical issue resolution. Our staff has over 30 years of combined experience with AltiGen software, hardware, and best practices. Based on the 150,000+ calls TSO has fielded, a set of interaction g ...
6. MaxCS Private Cloud Upgrade Policy
   It is the goal of AltiGen Communication’s Cloud Operations group to make sure that software running on hosted servers is kept properly up to date. To this end, AltiGen is creating this policy to provide requirements for keeping AltiGen software such as MaxCS, External Logger Service, Alti ...
7. Moving Licenses Between Systems
   If a partner wants to move a license from one system to another, the process below should be followed. Requirements The system that the license is being transferred to must be registered and on active software assurance. Both the "to" and "from" systems must be owned by the same end user. Licen ...
8. Uploading to AltiGen's FTP site from the Windows command shell
   The easiest way to upload traces to AltiGen Technical Support is to use the Trace Collection utility that is built in to MaxCS, or to attach the traces directly to the case on the AltiGen Partner website. From time to time these options may not be viable. In these cases the easiest method is to ...
9. Retrieving EXCTL Files from AltiGen's Partner Website
10. Temporary Licenses
    Temporary licenses are issued on as as-needed basis by TSO. The licenses are delivered in an EXCTL file that can be easily applied to your MAXCS system. Depending on the situation, the licenses will be valid from 1-30 days, at which point they will expire and be unusable. Note that only the temp ...
11. Changing name or partner of record
    End user systems: A scenario may come up in the field where an end user has changed their company name, or been acquired by another company. In order to modify the Software Assurance record to reflect the new information, follow these two steps: 1) Open a ticket with AltiGen's Technical Support ...
12. System Key and Chassis Serial Number Swap
    If a system key and chassis serial number need to be re-associated ("relinked"), follow the process below. This is necessary if a partner has moved a system key to another chassis, as the system key, chassis S/N, and license pack are all associated with each other when shipped. If a chassis is R ...