Requesting Technical Support
The following procedures should be used when requesting warranty, contracted and billable services from C-COR Broadband:
Step 1:
If you have a problem with your C-COR Broadband product, you can send an email to support@c-cor.com.au or call the Technical Assistance Centre (TAC) at
Step 2:
Be prepared to give the following information:
If you are a maintenance customer, a C-COR Broadband maintenance contract number for the site of the problem is required. Also have available your company name, contact name, physical equipment location, telephone number, email address (if available), serial number (if available), and model number of the unit that is experiencing the problem.
If you are a warranty customer, serial number is required. Also have available your company name, contact name, physical equipment location, telephone number, email address and model number of the unit that is experiencing the problem. During the first 90 days of the warranty period, C-COR Broadband customers can receive phone support during C-COR Broadband normal business hours as referred to in step 1.
If you are a non-contract customer, a purchase order number is required. Also have available your company name, contact name, physical equipment location, telephone number, email, and model number of the unit that is experiencing the problem. Note: If you purchased your product through a reseller or partner, your first line of support should be through them.
Step 3:
Provide an accurate description and priority level of the problem to the Technical Assistance Centre engineer. Reference the C-COR Broadband problem priority definition.
Step 4:
The Technical Assistance Centre engineer will assign a case number to your call. Please record this number for any future reference to this case.
Step 5:
Depending on the type of call and priority level (maintenance customer only), your call will be routed to a customer engineer for resolution.
Step 6:
After the service has been delivered, the customer engineer will confirm with you that the problem is resolved and close the case.