Service & Support

Customer support is available from Paradise Datacom Ltd (UK) and Paradise Datacom LLC (USA). Our dedicated customer support engineers aim to turn-around all warranty repairs in less than 10 working days.

If you have purchased your equipment from any of our distributors, please make any initial call to them. If necessary, our distributor will put you in contact with us directly. If you wish to contact Paradise Datacom Limited (UK) or Paradise Datacom LLC the numbers are listed here.

Please contact the office from which you have purchased the equipment. We will of course do our best to help whichever office you call.

Please make the operator aware that your call is a technical support call, and tell them the product for which you require support. Please have the model number and serial number of your equipment available, so the Paradise Engineer can check production records and the software version of the equipment you are using.

E-Mail support is available from the UK on supportparadise.co.uk. E-Mail support for MODEMs is available from the UK at ModemTechSupportparadise.co.uk.

E-Mail support is available from the USA from techsupportparadisedata.com. E-Mail support for MODEMs is available from the USA at ModemTechSupportparadisedata.com.

Service / RMA

It is essential that an accurate description of the units fault is provided on the "Fault Report Sheet.

A completed "Fault Report Sheet" must be returned with the equipment.

Please ensure you detail:

> Exactly how the fault shows itself, specifically including the status display on the unit LCD. If you think the product is at fault, but it indicates a good status, please explain why you suspect the product.

> Were there any other circumstances which preceded or accompanied the fault occurrence? A diagram of the system in which the equipment is operating may be useful, and may help us to resolve the fault quickly.

NOTE: "Fireberd won't sync" is not an acceptable description of the problem. General statements such as this do not help us identify faults!

Return Check List

In the case you need to return products directly to Paradise Datacom, the following should be included:

> The product in its original packaging. Please note: No liability will be accepted for products returned in anything other than the original packing in which the products was supplied.

> This invoice is for customs purposes only and has no commercial value as the unit is being returned for repair under IPR authorisation number: IP/0906/244/09. Please state on your invoice the true value of the unit, as this will cover you for insurance purposes. When returning modems to the UK, the goods on the invoice are covered by commodity code: 8517 501000 (For P300/P400/Modems) or 8517 509000 (Evolution Modems, PD25).

> A completed Fault Report Sheet