Sending Device Logs From a Device

Respond users can now send logs directly from their device to ZOLL Support via an email. It is important to note that the email itself does not automatically create or open a support case. The logs attached to the email will be used to troubleshoot an issue when a user calls ZOLL Support at 1-800-663-3911 to open a case.

• When a user calls into Support before sending the device logs: A case number will be generated by the call. ZOLL Support may ask to see the device logs. At that point, the device user can email the logs using the steps below. If a case number is available, the number can be entered in the description section of the email. ZOLL Support will then match the email to the case.

• If the device logs are sent before the user calls ZOLL Support to open a case: Once the email containing the device logs is sent, it resides in Support's email folder. After initiating a call, the user can inform Support that the logs have already been sent. The case generated by the call will then be matched to the corresponding email for analysis.

• No call is made to ZOLL Support: No action is taken. The email will be held for a period of time and then deleted. It will not be addressed unless a call that is related to the issue is received by ZOLL Support.