Technical Assistance Center

Top Layer's Technical Assistance Center (TAC) is located in Hudson, MA. Our standard hours of operation are 8am - 5pm EST. There are two primary methods of contacting the TAC - via the web (using WISE) and via telephone. Please have the following information available:

Top Layer system unit name, model number, and serial number
List of system hardware and software, including revision levels
A detailed description of the problem

WISE

WISE (Web Integrated Support Environment) is our web based incident management and tracking system and is a critical resource for support and technical information. WISE offers the ability to search our extensive knowledge base, manage incidents and communicate directly with Top Layer Customer Support Engineers. It is the most effective way to resolve your support issues and for finding technical product data. If you have not used WISE yet, please register now and see the type of information available to you.

Telephone Support

To contact the TAC via telephone, please dial +1.978.212.1500 and select option 2

Emergency Telephone Support

Top Layer also provides 7x24 emergency phone support for those customers who have a current hardware or software support contract. To contact the TAC for Emergency telephone support, simply use the standard support number and select Option 2 and then Option 7. If for any reason this number is not available please dial our answering service at +1.888.324.1246 or +1.603.645.4154 and a support representative will return your call.

Telephone Support for Customers Without Support Contracts

Top Layer provides Paid-by-the-Hour phone support for those customers who do not have a current hardware or software support contract. To contact the TAC for Paid-by-the-Hour telephone support, simply visit our online store, purchase the desired number of hour of support, then use the standard support number and select Option 2 and then Option 7. If for any reason this number is not available please dial our answering service at +1.888.324.1246 or +1.603.645.4154 and a support representative will return your call.

IPS 5500 Management Software

The Management Application (graphical user interface used to configure the IPS Unit’s software) runs as a stand-alone Java Web Start application. Click Here to download JRE 1.6.0_07.