Technical Support

This section serves as a guide for submitting a support case to Telit's Technical Support. You need the account login credentials (email ID and password) that were created for your account. If you do not have this information, please send an email to support-devicewise@telit.com. You will shortly get a reply email with reference ID. A sample reply is shown below.

After sending an email, you will receive a reference ID shortly. Use the reference ID for any further communications related to the same issue. To prevent duplicate Case IDs, DO NOT RESEND THE SAME EMAIL.

If you encounter problems, the following might provide an answer:

  • Consult the information in the Product Release Notes
    • Review the list of known issues
    • Review each new feature
  • Review the troubleshooting information provided in each section of the documentation
    • The Search box at the top left of any page (in the colored banner to the left of the magnifying glass icon) can be used to search for topics.

Gather the following information

Before contacting the support team, it is important that you gather the information that will help them help you. When the support team understands your environment, the products and versions in use, and have access to relevant log information and diagnostic outputs, they can more quickly respond to your request.

Please gather the following information:

  • The product you are using
  • The version of the product you are using
  • Operating system and version number
  • Identify when the problem occurred (include the time and timezone)
  • What were you doing when the problem occurred? (Identify the function or feature that was in use)
  • Identify the behavior that was expected
  • Identify the behavior that actually occurred
  • Locate the relevant Logs & Reports and be ready to provide them to the support team
  • Locate any relevant Diagnostics and be ready to provide them to the support team
  • Be ready to provide any additional comments that will help the support team understand your situation and provide a solution.

Technical Support License

From the 24.01 and later versions, a Technical Support License (TSL) will be needed to update the SW. All existing installations prior to 22.01 operate as they had previously. Those between 22.01 and 23.04 operate with TSL Notification systems.

To install Release 24.01 and later versions, a TSL should be pre-installed on the device, otherwise, the installation process will not work. TSL's installation can also happen at the same time the 24.01 is being installed on the device.

If a TSL expires, for example, 12/31/2024, the device will continue to work normally, except that no updates (including the 25.01 and beyond) will be allowed. Versions including 24.04 and earlier versions will be allowed, as long as the expired license is left intact.

Contacting the support team

Technical Support License

To ensure that you receive Telit Support services and future updates of deviceWISE software, a Technical Support License (TSL) must be installed. Beginning with the deviceWISE v22.01 release, customers will see messages in the Workbench if a TSL is missing, expired, or approaching expiration. Please see this page for more information:

https://www.telit.com/dw-tech-support-license

Between the 22.01 and 23.04 releases, only the Notification and Warning Systems were enabled. From 24.01 on, a TSL will be required to update the SW. To install Release 24.01, a TSL needs to be pre-installed, otherwise the installation will not work.

If you are still experiencing problems, the support team is here to help.

  • Creating your case can be done through the Help page within the Management Portal Users Guide.
    • You need the account login credentials (email ID and password) that were created for your account. If you do not have this information, please send an email to support-devicewise@telit.com.
    • To view instructions for creating a case, see Creating a Support Case.
    • You can attach files or information when a case is created.
      We recommend that you attach Logs & Reports and generate and attach a Diagnostics file.
  • To ensure the support team has reference data to assist with each problem, you must open a case before you call the toll free number.
    Obviously, if you are experiencing catastrophic problems, please do not hesitate to call.
  • You should have received the toll-free number to call for help with your service information.
  • Hours of operation for support is Monday-Friday 8:00 AM to 5:00 PM Eastern Time. Contracts are available to increase your coverage hours.

Any assistance offered will be contingent on the access to your application, logs, and any error messages that are being generated. Without this access, it will be difficult for the support team to help you.