Our technical support services cover three areas:

• Technical Support for SmartPTT Products
• SmartPTT On-Site or Remote Software Implementations
• Technical Trainings

SmartPTT provides technical support:

• by phone, email, and remote access
• 5 days a week 24 hours a day (national holidays excluded)
• in English and Spanish

• Assistance with configuration issues. Unless using our on-site or remote implementation services, the responsibility of SmartPTT implementation lies with the Motorola partner and/or the end-user. SmartPTT’s technical support is available to help the Motorola partner and/or the end-user during the implementation if any configuration questions or issues arise. 
• Analysis of issues. If the end-user experiences issues with SmartPTT, SmartPTT’s technical support will work with the Motorola partner and/or end-user to identify the cause of the issue and provide a resolution. To expedite this analysis, the Motorola partner and/or end-user should provide remote access to SmartPTT using tools such as TeamViewer, Microsoft Teams, etc. SmartPTT may ask for radio code plugs, software updates to be made, anti-virus to be temporarily disabled (troubleshooting only), an IP fleet map, etc. Failure to do provide remote access or to provide requested information or changes WILL result in longer resolution times.
• Access to software updates. With a valid subscription to software updates, SmartPTT technical support can provide you the most current version of SmartPTT. Responsibility for the updating process is the responsibility of the Motorola partner and/or end-user. SmartPTT’s technical support is available to help the Motorola partner and/or the end-user during the updating process if any configuration questions or issues arise. 
• Currently supported versions. SmartPTT will assist with the current version of SmartPTT, as well as the prior two major releases. The following are the currently supported versions:
  • SmartPTT Enterprise: 9.14, 9.13, 9.12
  • SmartPTT PLUS: 9.14, 9.13, 9.12
  • SmartPTT Express: 2.6, 2.5, 2.4

What is NOT included with a valid subscription to software updates and technical support:

• Implementation: As mentioned above, the configuration and implementation of SmartPTT is the responsibility of the Motorola Partner and/or the end-user. SmartPTT does offer paid for on-site or remote implementation services if you wish SmartPTT to do the implementation. Please contact your regional sales manager for a quote.
• Updating: As mentioned above, the update process of SmartPTT is the responsibility of the Motorola Partner and/or the end-user. SmartPTT does offer paid for on-site or remote implementation services if you wish SmartPTT to do the updating process for you. Please contact your regional sales manager for a quote.

Tech Support Procedures

When requesting technical support, the license key ID must be provided. If it is not provided, the response time will be counted from the time the license key ID is provided to the technical support team.

1. To access technical support, your update subscription must be current. The update subscription provides you access to the latest SmartPTT updates and technical support. SmartPTT technical support provides assistance for currently supported releases. If you are seeking technical assistance on a version older than those supported, you will need to upgrade to a newer version.

2. Please first send a detailed point-by-point report of the problem to [email protected]. Please be sure to send your full contact details (email address, office phone, cell phone, etc.). After receipt of the email to the Service Desk, SmartPTT will assign a technical support specialist to your case.

3. Most support cases require the SmartPTT technician be able to remotely access the SmartPTT system. During installation of SmartPTT, TeamViewer is also installed on the PC. This is accessible by going to Programs > SmartPTT > Remote Assistance. Note: Not providing SmartPTT with remote access will greatly impair SmartPTT’s ability to provide support and a timely resolution to the issue. If you are not able to provide remote access, then we will require that you send debug information from the radioserver and dispatch clients, as well as Wireshark information to support.

4. During troubleshooting, you might be asked for code plugs from the repeaters, system/site controllers, control stations, and field radios. These code plugs must be read directly from the device and not from a previously saved file.

5. For troubleshooting purposes, you may be asked to uninstall anti-virus software from the computers or to bypass the IP network and do a direct connection to the radio system. These are temporary measures to identify if the anti-virus or the network are blocking SmartPTT and/or MOTOTRBO traffic. It may be necessary to have an IT technician from the end customer available to assist SmartPTT’s technical support.

6. Failure to provide the information and access listed above will prevent SmartPTT from being able to assist you. Until such time as the requested access and information can be provided, SmartPTT will put the case as pending.

License Issuing Policy

SmartPTT software requires a license to access all acquired features. A Hardware ID (HID) is required to generate a license. The license is provided to the end user by Motorola Partners, Motorola Solutions, Inc. or Elcomplus, Inc. Once the license is provided to the customer, the HID can only be changed by SmartPTT Technical Support.

Reasons for changing the HID are:

1. The server is being replaced, or major components of the server (motherboard, etc.) have been replaced.
2. The installation of a new software version led to a change in the HID generation logic in SmartPTT, so a license reissue is required. This situation rarely happens, it is usually known in advance when a new software version is released.

General rules for changing the HID in a SmartPTT license:

1. HID can only be modified for clients who have an active subscription for support and updates.
2. HID can only be modified one time per year.
3. The end user must make the request in writing for SmartPTT Technical Support and provide the description of the case with documentary proof.
4. If a Motorola Partner makes a request, the request should be addressed to the Regional Sales Manager with the reasons described. The end user must be copied in this request and should be prepared to confirm this request.

The Motorola Partner should provide the official request from the end user with a case description.

5. Additional HID modifications over the HID modification limit can only be made with additional fees (75% оf SW package cost).
6. The Regional Sales Manager must approve the HID change.
7. After approval, technical support makes changes to the end user’s license. The old HID will be included in the blacklist. A record is made with the HID change date and the reason.