Ascend Customer Service

Ascend Customer Service provides a variety of options for obtaining technical assistance, information about Ascend products and services, and software upgrades.

Product name and model.
Software and hardware options.
Software version.
If supplied by your carrier, Service Profile Identifiers (SPIDs) associated with your line.
Your local telephone company's switch type and operating mode, such as AT&T 5ESS Custom or Northern Telecom National ISDN-1.
Whether you are routing or bridging with your Ascend product.
Type of computer you are using.
Description of the problem.

Calling Ascend from within the United States

In the U.S., you can take advantage of Priority Technical Assistance or an Ascend Advantage Pak service contract, or you can call to request assistance.

Priority Technical Assistance

If you need to talk to an engineer right away, call (900) 555-ASND (2763) to reach Ascend's Priority Call queue. The charge of $2.95 per minute does not begin to accrue until you are connected to an engineer. Average wait times are less than three minutes.

Ascend Advantage Pak

Ascend Advantage Pak is a one-year service contract that includes overnight advance replacement of failed products, technical support, software maintenance releases, and software update releases. For more information, call (800) ASCEND-4 (272-3634), or access Ascend's Web site at www.ascend.com and select Services and Support, then Advantage Service Family.

Other telephone numbers

For a menu of Ascend's services, call (800) ASCEND-4 (272-3634). Or call (510) 769-6001 for an operator.

Calling Ascend from outside the United States

You can contact Ascend by telephone from outside the United States at one of the following numbers:


Telephone outside the United States	(510) 769-8027
Asia Pacific (except Japan)	(+61) 3 9656 7000
Austria/Germany/Switzerland	(+33) 492 96 5672
Benelux	(+33) 492 96 5674
France	(+33) 492 96 5673
Italy	(+33) 492 96 5676
Japan	(+81) 3 5325 7397
Middle East/Africa	(+33) 492 96 5679
Scandinavia	(+33) 492 96 5677
Spain/Portugal	(+33) 492 96 5675
UK	(+33) 492 96 5671

For the Asia Pacific Region, you can find additional support resources at
http://apac.ascend.com/contacts.html.

Obtaining assistance through correspondence

Ascend maintains two email addresses for technical support questions. One is for customers in the United States, and the other is for customers in Europe, the Middle East, and Asia. If you prefer to correspond by fax, BBS, or regular mail, please direct your inquiry to Ascend's U.S. offices. Following are the ways in which you can reach Ascend Customer Service:

Email from within the U.S.-support@ascend.com
Email from Europe or the Middle East-EMEAsupport@ascend.com
Email from Asia Pacific-apac.support@ascend.com
Fax-(510) 814-2312
Customer Support BBS (by modem)-(510) 814-2302
Write to Ascend at the following address:

Attn: Customer Service
Ascend Communications, Inc.
One Ascend Plaza
1701 Harbor Bay Parkway
Alameda, CA 94502-3002

Important safety instructions

The following safety instructions apply to the MAX:

Product installation should be performed by trained service personnel only.
Read and follow all warning notices and instructions marked on the product or included in the manual.
The maximum recommended ambient temperature for MAX models is 104° Fahrenheit (40° Celsius). Take care to allow sufficient air circulation or space between units when the MAX is installed in a closed or multirack assembly, because the operating ambient temperature of the rack environment might be greater than room ambient.
Slots and openings in the cabinet are provided for ventilation. To ensure reliable operation of the product and to protect it from overheating, these slots and openings must not be blocked or covered.
Installation of the MAX in a rack without sufficient air flow can be unsafe.
If the unit is installed in a rack, the rack should safely support the combined weight of all equipment it supports. A MAX 800 weighs 7.25 lbs (3.26 kg).
The connections and equipment that supply power to the MAX should be capable of operating safely with the maximum power requirements of the MAX. In the event of a power overload, the supply circuits and supply wiring should not become hazardous. The input rating of the MAX is printed on its nameplate.
Models with ac power inputs are intended for use with a three-wire grounding type plug-a plug that has a grounding pin. This is a safety feature. Equipment grounding is vital to ensure safe operation. Do not defeat the purpose of the grounding type plug by modifying the plug or using an adapter.
Before installation, use an outlet tester or a voltmeter to check the ac receptacle for the presence of earth ground. If the receptacle is not properly grounded, the installation must not continue until a qualified electrician has corrected the problem.
If a three-wire grounding type power source is not available, consult a qualified electrician to determine another method of grounding the equipment.
Install only in restricted-access areas in accordance with Articles 110-16, 110-17, and 110-18 of the National Electrical Code, ANSI/NFPA 70.
Do not allow anything to rest on the power cord, and do not locate the product where persons will walk on the power cord.
Do not attempt to service this product yourself. Opening or removing covers can expose you to dangerous high voltage points or other risks. Refer all servicing to qualified service personnel.
General purpose cables are provided with this product. Special cables, which might be required by the regulatory inspection authority for the installation site, are the responsibility of the customer.
When installed in the final configuration, the product must comply with the applicable safety standards and regulatory requirements of the country in which it is installed. If necessary, consult with the appropriate regulatory agencies and inspection authorities to ensure compliance.
A rare phenomenon can create a voltage potential between the earth grounds of two or more buildings. If products installed in separate buildings are interconnected, the voltage potential might cause a hazardous condition. Consult a qualified electrical consultant to determine whether or not this phenomenon exists and, if necessary, implement corrective action before interconnecting the products.

In addition, if the equipment is to be used with telecommunications circuits, take the following precautions:

Never install telephone wiring during a lightning storm.
Never install telephone jacks in wet locations unless the jack is specifically designed for wet locations.
Never touch uninsulated telephone wires or terminals unless the telephone line has been disconnected at the network interface.
Use caution when installing or modifying telephone lines.
Avoid using equipment connected to telephone lines (other than a cordless telephone) during an electrical storm. There is a remote risk of electric shock from lightning.
Do not use a telephone or other equipment connected to telephone lines to report a gas leak in the vicinity of the leak.

Warning: To reduce the risk of fire, communication cable conductors must be 26 AWG or larger.

Avertissement: Afin de reduire les risques d'incendie, les fils conducteurs du cable de communication doivent etre d'un calibre minimum de 26 AWG (American Wire Gauge), cest-a-dire d'un minimum de 0,404 mm.

Warnung: Um Feuerrisiken zu reduzieren, müssen die Kommunikationskabel-Anschlüße 26 AWG oder größer sein.

techpubs@ascend.com