Support

To connect with the ION support team, use the information below..

Via Web

Click here to request support using our online form.

Via Phone

Toll-Free (United States)
+1 (800) 722-8986

International
+1 (908) 546-3900, Option 2

Via Email

ion.networks.support@apitech.com

Via FAX

United States & International
+1 (908) 546-3901

Standard Support Hours

8:30 AM - 5:30 PM United States, Eastern Standard Time
Monday - Friday

Extended and 24/7 plans are available with selected SecureCare support plans. View our Secure Care Service Brochure or to request information on SecureCare, speak to your support representative or email sales@ion-networks.com.

Technical Support Checklist

For faster problem resolution, we strongly recommend you have the following available when you contact ION for technical support:

  • Serial number of the appliance
  • Model number of the appliance
  • Your name (First/Last)
  • Telephone number where you can be reached, including country and area code
  • Company name
  • Description of problem and what you have already tried
  • Dial-up number and login credentials for ION technical support to access the appliance remotely (If applicable)

Our latest updates for Spectre-Meltdown Vulnerability here.

Our latest updates for CentOS here.

Our latest updates on the Shellshock Vulnerability here.

Our latest updates on the Heartbleed Vulnerability here.

How do I find the serial number on an ION appliance?

The serial number is typically a ten-digit number found on the bottom or back panel of the appliance. The serial number often follows the letters “SN” (sometimes written “S/N”).

How do I find the model number for an ION appliance?

There are two ways to find an ION model number.

  1. Use the built-in utility.   (Works for 3100, 3300, 3500, 5500, and 5600 series appliances.)
  • Launch a system prompt.
  • Type “VER” and hit Enter.
  • The model number will appear in a list of appliance information.

   2.   Find the ION model number on the device

  • The ION model number is typically listed near the serial number on the bottom or back plane of the device.