Before you contact us for technical support, please gather the following information:
- Equipment location (for example, site name)
- Cassidian Communications documentation
- Please read the respective Cassidian Communications product documentation you are referencing.
- The PC or hardware that requires Cassidian Communications troubleshooting assistance
Cassidian Communications Technical Support maintains historical records of Cassidian Communications provided servers, workstations, and hardware. Please note that all equipment shipped from Cassidian Communications is identified by the site of original shipment. To enable us to effectively support your server or workstation, the site of origin must be identified!
- Cassidian Communications system description
VESTA M-1, VESTA Standard, VESTA Pallas, ECS-1000, Sentinel Patriot, Sentinel RescueSTAR and so forth.
- Cassidian Communications system software
Include version numbers, upgrades, and service pack installed (for example, VESTA Pallas 2.5 SP2; MapStar 5.2; ECS -1000 5.0).
- Any error messages
- Description of efforts
Describe what efforts were taken to correct the situation and the number of systems or workstations affected. This information helps us serve you quickly and more efficiently.
The following escalation information will help ensure you receive the best possible support from Cassidian Communications. If you feel that your support needs are not being met, please escalate your request to the next department/person listed.
Your initial call should always be to the first department/person on the list.
Technical Support (Temecula)
- Technical Support: 800.491.1734 or tsupport@CassidianCommunications.com
- Technical Support Manager: Jon Heredia, 951.719.2840, cell 951.259.3661, or jheredia@CassidianCommunications.com
- Senior Manager, Technical Services: Mark Stacey, 951.719.2830, cell 951.551.0017, or mstacey@CassidianCommunications.com
- Vice President of Operations: Mary Wathen, 951.719.2407, cell 951.551.8397, or mwathen@CassidianCommunications.com
Technical Support (Huntsville)
- Technical Support: 800.491.1734 or tsupport@CassidianCommunications.com
- Senior Manager, Technical Services: Mark Stacey, 951.719.2830, cell 951.551.0017, or mstacey@CassidianCommunications.com
- Vice President of Operations: Mary Wathen, 951.719.2407, cell 951.551.8397, or mwathen@CassidianCommunications.com
Technical Support (Gatineau)
- Technical Support: 800.491.1734 or tsupport@CassidianCommunications.com
- Technical Service Analyst: Patrick Aubin, 819.778.2053 ext. 321, cell 613.558.0801, or paubin@CassidianCommunications.com
- Senior Manager, Technical Services: Steve Barker, 819.778.2053 ext. 305, cell 613.558.0808, or sbarker@CassidianCommunications.com
- Vice President of Operations: Mary Wathen, 951.719.2407, cell 951.551.8397, or mwathen@CassidianCommunications.com
Project Management
- Project Management Supervisor: Glenn Eckels, 951.719.2233, cell 951.551.9363, or geckels@CassidianCommunications.com
- Vice President of Operations: Mary Wathen, 951.719.2407, cell 951.551.8397, or mwathen@CassidianCommunications.com
Field Engineering
- Senior Manager, Technical Services: Mark Stacey, 951.719.2830, cell 951.551.0017, or mstacey@CassidianCommunications.com
- Vice President of Operations: Mary Wathen, 951.719.2407, cell 951.551.8397, or mwathen@CassidianCommunications.com
Repair (Temecula)
- Technical Support: 800.491.1734, option 3, or PEIRMA@CassidianCommunications.com
- Operations Manager: Karen Tusler, 951.719.2114, cell 951.972.6895, or ktusler@CassidianCommunications.com
- Senior Manager, Technical Services: Mark Stacey 951.719.2830, cell 951.551.0017, or mstacey@CassidianCommunications.com
- Vice President of Operations: Mary Wathen, 951.719.2407, cell 951.551.8397, or mwathen@CassidianCommunications.com
Repair (Gatineau) Patriot, ECS.1000, RescueSTA
- Technical Support: 800.491.1734, option 3, or PEIRMA@Cassidian Communications.com
- Repair Lead: Richard Janelle, 819.778.2053 ext. 391 or rjanelle@CassidianCommunications.com
- Senior Manager, Technical Services: Steve Barker, 819.778.2053 ext. 305, cell 613.558.0808, or sbarker@CassidianCommunications.com
- Vice President of Operations: Mary Wathen, 951.719.2407, cell 951.551.8397, or mwathen@CassidianCommunications.com
Repair (Gatineau) Radio Products
- Repair Lead: Richard Janelle, 819.778.2053 ext. 391 or rjanelle@CassidianCommunications.com
- Director of Production: Daniel Coderre, 819.778.2053 ext. 298, cell 613.558.0261 or dcoderre@CassidianCommunications.com
- Vice President of Operations: Mary Wathen, 951.719.2407, cell 951.551.8397, or mwathen@CassidianCommunications.com
Training
- Training Coordinator: Irene Bales, 951.719.2131 or Training@CassidianCommunications.com
- Technical Training Supervisor: Larry Keech, 951.719.2187, cell 951.378.4632, or lkeech@CassidianCommunications.com
- Senior Manager, Technical Training: Dave Klein, 951.719.2428, cell 951.541.1534, or dklein@CassidiaCommunications.com
- Vice President of Operations: Mary Wathen, 951.719.2407, cell 951.551.8397, or mwathen@Cassidian Communications.com
RMAs
Material needing repair will require a Return Material Authorization (RMA) number. The RMA number must appear on all packages and supporting documents. Prior authorization is required, and the freight charges must be prepaid. To obtain authorization, do one of the following:
- Contact Cassidian Communications Technical Support Center at 1.800.491.1734 and use option 3
- Send an email to PEIRMA@CassidianCommunications.com
- Send a FAX to 951.296.2719
- Log on to Cassidian Communications’s Extranet at https://extranet.peinc.com
The RMA number must appear on all packages and supporting documents. Damages incurred as a result of improper packing will be repaired and charged to the returning party. Customers can check the status of a repair order by calling 1.800.491.1734 and selecting option 3. You may also access this information on the Extranet, if authorized.
