Serial GSM Gateway
User Manual
Documentation also available on USB flash drive and the World Wide Web
Serial GSM Gateway User Manual
Copyright © 2009-2010 Smartsavy Limited. All rights reserved.
2
Serial GSM Gateway
User Manual
Head Office
SmartSAVY Limited
17 Tutchen Avenue
Raglan, Waikato 3225
New Zealand
Support: support@smartsavy.com
Website: www.smartsavy.com
New Zealand
Phone: +64 (0) 7 974 9029
Facsimile: +64 (0) 2 889 1205
South Africa
Phone: +27 (0) 87 750 9849
Australia
Phone: +61 (0) 86 222 5149
United Kingdom
Phone: +44 (0) 207 043 1395
Other Countries
Phone: +64 (0) 7 974 9029
Serial GSM Gateway User Manual
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THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO
CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE
BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED.
USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE
INFORMATION DOCUMENT THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS
REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT
SMARTSAVY LIMITED or a SMARTSAVY LIMITED REPRESENTATIVE FOR A COPY.
This equipment generates, uses, and can radiate radio-frequency energy and, if not installed and used in
accordance with the instruction manual, may cause harmful interference to radio communications. Operation of
this equipment in a residential area is likely to cause harmful interference, in which case users will be required to
correct the interference at their own expense.
You can determine whether your equipment is causing interference by turning it off. If the interference stops, it
was probably caused by the Smartsavy Limited equipment or one of its peripheral devices. If the equipment causes
interference to radio or television reception, try to correct the interference by using one or more of the following
measures:
• Turn the television or radio antenna until the interference stops.
• Move the equipment to one side or the other of the television or radio.
• Move the equipment farther away from the television or radio.
• Plug the equipment into an outlet that is on a different circuit from the television or radio. (That is, make
certain the equipment and the television or radio are on circuits controlled by different circuit breakers or
fuses.)
NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE
SUPPLIERS ARE PROVIDED ―AS IS‖ WITH ALL FAULTS. SMARTSAVY LIMITED AND THE ABOVE-NAMED SUPPLIERS
DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A
COURSE OF DEALING, USAGE, OR TRADE PRACTICE.
IN NO EVENT SHALL SMARTSAVY LIMITED OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL,
CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR
DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF SMARTSAVY
LIMITED OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
All other trademarks mentioned in this document or website are the property of their respective owners. The use
of the word partner does not imply a partnership relationship between Smartsavy Limited and any other company.
Serial GSM Gateway User Manual
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CHAPTER 1111111
Document History
Date
Version
Author
Notes
19/01/2010
1.0
Smartsavy - Jason Brand
First Release
13/03/2010
1.1
Smartsavy - Jason Brand
Minor formatting changes
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5
CONTENTS111111
Document History ................................................................................................................................................................................... 4
About This Guide .................................................................................................................................................................................... 8
Audience ........................................................................................................................................................................................... 8
Configuration Guide Overview ............................................................................................................................................................. 9
Installation Guide Conventions .......................................................................................................................................................... 10
Overview of the Serial GSM Gateway ..................................................................................................................................................... 11
Serial GSM Gateway Software Features ............................................................................................................................................. 12
Introduction to Operating the Serial GSM Gateway ................................................................................................................................. 15
Serial GSM Gateway Menu and Navigation ......................................................................................................................................... 16
Operating the Serial GSM Gateway ........................................................................................................................................................ 17
Logging into the Serial GSM Gateway ................................................................................................................................................ 18
The Main menu ................................................................................................................................................................................ 19
The Connect to External Serial Devices Menu ................................................................................................................................ 20
The General Purpose Inputs and Outputs Menu ............................................................................................................................. 22
The GPS Functions Menu ............................................................................................................................................................. 24
The GSM Functions Menu ............................................................................................................................................................. 26
The Device Functions Menu .......................................................................................................................................................... 28
The Enable GPRS Server Option ................................................................................................................................................... 30
The Enable GPRS Client Option ..................................................................................................................................................... 32
The Settings Menu ....................................................................................................................................................................... 34
The View Security Access Log Option ............................................................................................................................................ 35
The Log off Option ...................................................................................................................................................................... 37
The Reboot Option ...................................................................................................................................................................... 38
SMS (Short Message Service) Commands .......................................................................................................................................... 39
Troubleshooting .................................................................................................................................................................................... 42
Problem Solving ............................................................................................................................................................................... 43
Troubleshooting Console’s and External Serial devices. .................................................................................................................. 44
Troubleshooting GPRS and SMS .................................................................................................................................................... 45
Obtaining Documentation ...................................................................................................................................................................... 46
www.smartsavy.com ........................................................................................................................................................................ 46
Ordering Documentation USB Flash Drive .......................................................................................................................................... 46
Documentation Feedback ................................................................................................................................................................. 46
Obtaining Technical Assistance .............................................................................................................................................................. 47
Smartsavy Technical Support Website ............................................................................................................................................... 47
Submitting a Service Request ............................................................................................................................................................ 48
Definitions of Support Request Severity ............................................................................................................................................. 48
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FIGURES111111
Figure 1-1 Serial GSM Gateway Menu (Serial GSM Gateway PRO Model Shown) ............................................. 11
Figure 1-2 Serial GSM Gateway Professional, Logon Screen (PRO model) ....................................................... 12
Figure 1-3 Serial GSM Gateway Standard, Logon Screen (STD model) ............................................................ 13
Figure 2-1 Serial GSM Gateway Main Menu (PRO model shown) .................................................................... 16
Figure 3-1 Logging into the Serial GSM Gateway (PRO model shown) ............................................................ 18
Figure 3-2 Main menu tree structure ............................................................................................................ 19
Figure 3-3 Connect to external serial device menu ........................................................................................ 21
Figure 3-4 GPIO functions menu .................................................................................................................. 23
Figure 3-5 GPS functions menu .................................................................................................................... 24
Figure 3-6 GSM functions menu ................................................................................................................... 27
Figure 3-7 Device functions menu ................................................................................................................ 28
Figure 3-8 Enable GPRS server option .......................................................................................................... 31
Figure 3-9 Enable GPRS client option ........................................................................................................... 33
Figure 3-10 Settings menu .......................................................................................................................... 34
Figure 3-11 View security access log ............................................................................................................ 35
Figure 3-12 Example of Security Access Log ................................................................................................. 36
Figure 3-13 Log off option ........................................................................................................................... 37
Figure 3-14 Reboot option ........................................................................................................................... 38
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TABLES111111
Table 1 Serial GSM Gateway Software Features ............................................................................................ 13
Table 2 Connect to external serial device options description ......................................................................... 21
Table 3 GPIO functions options description ................................................................................................... 23
Table 4 GPS functions options description .................................................................................................... 25
Table 5 GSM functions options description .................................................................................................... 27
Table 6 Device functions options description................................................................................................. 29
Table 7 SMS Commands – Information Requests .......................................................................................... 40
Table 8 SMS Commands – Action Requests .................................................................................................. 41
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Copyright © 2009-2010 Smartsavy Limited. All rights reserved.
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CHAPTER 1111111
About This Guide
This section discusses the audience, organization, and conventions of this Smartsavy Serial GSM Gateway
User Manual.
Smartsavy documentation and additional literature are available in an embedded package, which ships inside
your product, and a USB memory stick package which is available on request. The Documentation USB
memory stick is updated monthly. Therefore, it might be more current than embedded package
documentation. To order additional copies of the documentation on USB memory stick, contact your local
sales representative, buy online at URL:
http://www.smartsavy.com/products/Serial-GSM-Gateway-Documentation-USB-memory-stick.html
or call Smartsavy customer support. The USB memory stick package is available as a single package.
You can also access Smartsavy documentation on the World Wide Web at http://www.smartsavy.com.
Audience
This guide is designed for the person configuring the Serial GSM Gateway family, who should be familiar with
networking protocols (such as IP), General Packet Radio Service (GPRS) configuration, Telnet and Terminal
emulation software and General GSM features and use such as Short Message Service (SMS).
Use this guide together with the
Serial GSM Gateway Quick Start Guide, Serial GSM Gateway Hardware
Installation Guide
, and the
Serial GSM Gateway Software Configuration Guide
that came with your Serial GSM
Gateway.
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Copyright © 2009-2010 Smartsavy Limited. All rights reserved.
9
Configuration Guide Overview
This guide contains the following chapters and appendices:
• About This Guide—Provides an overview of and describes conventions of this document.
• Overview of the Serial GSM Gateway—Provides an overview of the Serial GSM Gateway models,
including identifying the model, and software features.
• Introduction to operating the Serial GSM Gateway—Describes the Serial GSM Gateway Menu and
how to navigate.
• Operating the Serial GSM Gateway—Describes how to use and get the most out of your Serial GSM
Gateway.
• Troubleshooting—Describes how to isolate problems you might encounter with the Serial GSM
Gateway or to rule out the Serial GSM Gateway as the source of the problem.
• Obtaining Documenation—Describes how to obtain documenation
• Obtaining Technical Assisatnce—Describes how to obtain technical assistance
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Copyright © 2009-2010 Smartsavy Limited. All rights reserved.
10
Installation Guide Conventions
This guide uses the following conventions:
• Boldface font is used for commands and keywords.
•
Italic
is used for command input that is supplied by you.
• Screen font is used for examples of information that is displayed on the screen.
• Boldface screen font is used for examples of information that you enter.
• Square brackets contain keywords or arguments that are optional or default responses to system
prompts:
[ x ]
• Braces contain a choice of keywords (represented by x below) that are separated by vertical bars:
{ x | x | x }
• Angled brackets contain characters that are customer chosen or represent a character, such as space:
<space>
• The key labeled Control is represented by ^ or Ctrl-D. For example, when you read ^D or
Ctrl-D
,
you should hold down the Control key while you press the D key.
Note Means reader take note. Notes contain helpful suggestions or references to material not
contained in this guide.
Caution Means reader be careful. In this situation, you might do something that could result in
equipment damage or loss of data.
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CHAPTER 1111111
1. Overview of the Serial GSM Gateway
Smartsavy’s Serial GSM Gateway’s are a family of rack mountable devices that provide for local and remote
serial device access, and building management in a single appliance.
The Serial GSM Gateway family creates a 1 to 4 serial switch which can support up to four serial devices
such as routers, switches, PABX’s, radio’s etc. All external serial devices are then accessible via four different
console access methods. The access methods are Local Serial connection, Local USB connection, Remote
GPRS connection and Remote LAN connection (Pro Model Only) and each method displays an easy to use
software menu. A good analogy would be a KVM device, except in this case only serial data is switched. The
Serial GSM Gateway is unique in that it extends the serial console port to the end user over four different
communication mediums, which are: Local Serial Port, and Local USB Port using a terminal or a PC with
terminal emulation software, Remote Internet over GPRS Port, and Remote LAN Port (PRO version only) using
a PC or Smartphone with telnet virtual terminal connection software.
Smartsavy’s Serial GSM Gateway family also creates a building management and telemetry solution. Built-in
General Purpose Input and Output (GPIO’s) ports are provided, to connect external devices to the Serial
GSM Gateway, these sense and react to the outside environment. Connection of external devices such as
movement sensors, sirens, generators, lights, door locks, flood sensors etc... Provide for building automation
and management with comprehensive alerting and management available on the local and remote consoles
as well as SMS.
Location awareness is available via GPS technology. Site location co-ordinates can be requested via a simple
SMS message to the Serial GSM Gateway and a response SMS with GPS navigator compatible co-ordinates.
This feature is especially helpful to large organizations with many remote sites.
This chapter contains the following sections:
• Serial GSM Gateway Software Features
Figure 1-1 Serial GSM Gateway Menu (Serial GSM Gateway PRO Model Shown)
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Serial GSM Gateway Software Features
Note The Serial GSM Gateway family is available as either a Standard or a Professional model. Serial GSM
Gateway model names with a STD suffix are standard Serial GSM Gateway’s. Serial GSM Gateway’s
with a PRO suffix are Professional Serial GSM Gateway’s. In this document, model names will only be
used when a feature is only available on the respective model referenced. If the model name is not
used, both models, STD and PRO, are to be treated as a single model and share the same feature.
The model of the Serial GSM Gateway can be identified by viewing the device information displayed at
the top of the logon, main menu screens and from the ―Show MAC Address‖ option located in the
―Device Functions‖ menu.
The Professional model will have the letters ―PRO‖ as a suffix on the model description, and the MAC
Address will have a valid MAC address. See Figure 1-2 for example.
The Standard model will have the letters ―STD‖ as a suffix on the model description, and the MAC
Address will have the letters ―N/A‖. See Figure 1-3 for example.
Figure 1-2 Serial GSM Gateway Professional, Logon Screen (PRO model)
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Figure 1-3 Serial GSM Gateway Standard, Logon Screen (STD model)
Listed below are the Software features list Table 1 to compare differences between the STD and PRO
models.
Table 1 Serial GSM Gateway Software Features
Software Feature
STD
Model
PRO
Model
Console software Features
Connect to external serial devices
√
√
Show general purpose Inputs status
√
√
Show general purpose Outputs status
√
√
Turn ON/OFF general purpose Outputs
√
√
Show GPS co-ordinates
√
√
Refresh GPS co-ordinates
√
√
GPS antenna diagnostics
√
√
Reset GPS module
√
√
Show GSM Operator
√
√
Show GSM signal strength
√
√
Show device IMEI
√
√
Show device IMSI
√
√
Show SIM card IMSI
√
√
Show prepaid balance
√
√
Topup prepaid balance
√
√
Show temperature
√
√
Show internal voltage
√
√
Show backup battery level
√
√
Show device name
√
√
Show OS version
√
√
Show APP version
√
√
Show HW version
√
√
Show serial number
√
√
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Show manufacturer and model
√
√
Enable GPRS server mode
√
√
Enable GPRS client mode
√
√
View security access log
√
√
Log off session
√
√
Reboot Serial GSM Gateway
√
√
SMS (Short Message Service) Software Features
Show general purpose Inputs status
√
√
Show general purpose Outputs status
√
√
Turn ON/OFF general purpose Outputs
√
√
Show GPS co-ordinates
√
√
Show GSM prepaid balance
√
√
Topup GSM prepaid balance
√
√
Show GSM mobile operator
√
√
Show GSM Signal strength
√
√
Show Device IMIE
√
√
Show Device IMSI
√
√
Show GSM SIM card ICCID
√
√
Show Temperature
√
√
Show Backup Battery level
√
√
Show Internal Voltage
√
√
Show Device Name
√
√
Show Device Operating System version
√
√
Show Device Runtime Software version
√
√
Show Device Hardware version
√
√
Show Device Manufacturer and Model
√
√
Show Device Serial Number
√
√
Reboot Device
√
√
Request GPRS Console (Server Mode)
√
√
Request GPRS Console (Client Mode)
√
√
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CHAPTER 2111111
2. Introduction to Operating the Serial GSM Gateway
This chapter contains an introduction to the Serial GSM Gateway Menu and its navigation and includes the
following sections:
• The Serial GSM Gateway Menu and Navigation
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Serial GSM Gateway Menu and Navigation
The Serial GSM Gateway has a built in menu (Figure 2-1) that is accessible using the console options. The
menu is used to access all functions of the Serial GSM Gateway including, Access to external serial devices,
General Purpose Input and Output (GPIO), GPS, GSM device functions, Device settings, Access logs, and
GPRS console modes.
The menu is only accessible once a valid passcode has been entered. The passcode logon prompt is displayed
every new session connection. The passcode is masked with the ―*‖ character.
The menu has a timeout if no customer interaction is observed for a set time period of 4 minutes. After the
timeout the customer will be automatically logged out of the Serial GSM Gateway and presented with the
logon prompt screen. This feature prevents unauthorized access to the Serial GSM Gateway when an
active console is left unattended. If the customer is using the GPRS console, the connection will be closed
and the Serial GSM Gateway will reboot.
The menu is navigated by entering the number that is associated with the function or action you want to
perform and pressing the ―Enter‖ key.
For example: From the Main Menu you want to change the settings of the GSM Serial Gateway. You would
enter the number ―8‖ and press the ―Enter‖ key at the ―>‖ prompt from the Main Menu.
The character ―*‖ is widely used as a Back, Cancel, Exit command. Every menu and most configuration
screens make use of the ―*‖ character to perform one of the mentioned actions.
The Serial GSM Gateway Menu also has an automatic return to Menu feature. When changing a setting and
you do not enter the change after 30 seconds the Serial GSM Gateway will automatically cancel the setting
request and return you to the Menu. This feature prevents accidental changes to the Serial GSM Gateway
when an active console is left unattended.
Figure 2-1 Serial GSM Gateway Main Menu (PRO model shown)
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CHAPTER 3111111
3. Operating the Serial GSM Gateway
The Serial GSM Gateway is designed as a set and forget device. Its primary purpose is to allow the customer
to gain access to the attached external serial devices when a failure has occurred in the main communications
link or normal access routes to their equipment.
The Serial GSM Gateway is a troubleshooting tool intended to allow the customer to perform analysis into the
possible cause of their failure. This could range from a main communications link failure, to an increase in
temperature or loss of mains power to name but a few. If configured correctly the Serial GSM Gateway
can alert the customer when conditions such as those mentioned occur and may assist in shortening the
overall impact of the failure.
This chapter will describe each software feature available on the Smartsavy Serial GSM Gateway family and
includes the following sections:
• Logging into the Serial GSM Gateway
• The Main menu
• The connect to external serial devices menu
• The general purpose inputs and outputs menu
• The GPS functions menu
• The GSM functions menu
• The device functions menu
• The enable GPRS server option
• The enable GPRS client option
• The settings menu
• The view security access log option
• The log off option
• The reboot option
• Controlling and obtaining information using SMS (Short Message Service)
• SMS (Short Message Service) Commands
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Logging into the Serial GSM Gateway
Before you can operate the Serial GSM Gateway, you first need to log into the Serial GSM Gateway.
Follow these steps to log into the Serial GSM Gateway:
Note The Factory Default Passcode is 0000.
Note If you have lost or forgotten the passcode you will have to reset all user configurable settings to
Factory Default. Refer to ―Restoring Full and User Factory defaults‖ located in the ―Troubleshooting‖
section of the
Serial GSM Gateway Hardware Installation Guide
.
Step 1 Establish a connection to one of the Serial GSM Gateway console options.
Step 2 Enter the passcode (Factory Default is 0000) at the passcode prompt and press the ―Enter key‖.
(Figure 3-1)
If you entered the correct passcode the Main Menu will be displayed.
If you entered an incorrect passcode, Press ―Enter‖ Key to retry.
Figure 3-1 Logging into the Serial GSM Gateway (PRO model shown)
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The Main menu
The Main menu is the root menu of the Serial GSM Gateway, much like you can browse from a root drive
through folders and sub folders in Microsoft® Windows™, The Serial GSM Gateway’s menu structure is very
similar in layout.
Below is the menu tree structure. Only Level 1 and Level 2 of the tree are shown due to the size of the
actual menu tree structure. (Figure 3-2)
Dark purple indicates that the menu tree structure continues to lower levels.
Light purple indicates that this item in the menu tree structure is an action.
Figure 3-2 Main menu tree structure
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The Connect to External Serial Devices Menu
The Serial GSM Gateway has capacity to connect up to four external customer RS-232 devices. An example of
such devices are the console port on Cisco® switches, routers and other Cisco® devices, PABX RS-232
consoles, Radio transmission equipment with RS-232 admin ports, and many other devices that use RS-232
ports as the means to communicate and usually program the device.
Traditionally you would plug your PC into your RS-232 device such as a Cisco® router, Use a Terminal
Emulation program and connect via a COM Port on your PC to your RS-232 device. The Serial GSM Gateway
works exactly the same way. It mimics the behavior of your PC, The difference is that the Serial GSM Gateway
has 4 COM Ports that allow for the connection of four of your RS-232 devices at the same time.
To access your four RS-232 devices you can connect your PC to the Serial GSM Gateway’s RS-232 console
port and use the Serial GSM Gateway Menu to access any of your four RS-232 devices.
The Serial GSM Gateway goes further by also acting as a media bridge. The media bridge takes the traditional
RS-232 console of the Serial GSM Gateway and converts it into three other media types, those being LAN
(Ethernet) (PRO model only), USB and GPRS Internet. With the bridge you are now freed from having to be
physically at your site to complete your administrative task on your RS-232 devices, such as your Cisco®
router.
The Serial GSM Gateway gives you access to your RS-232 devices by acting as a switch much like a KVM does
to switch keyboard, video and mouse between PC’s. The Serial GSM Gateway then extends your RS-232
device port to you either locally via a traditional RS-232 port, and or USB, and extends your RS-232 device
remotely by use of LAN and or Internet over GPRS.
The Serial GSM Gateway is great at giving you access to your equipment at remote sites and even at your
main site from locations like your desk. No more travelling to the computer room or equipment cabinet. The
Serial GSM Gateway can even give you access to your equipment no matter where in the world you are. All
you need is a Internet connection, a Terminal Emulation application, PC or a Windows® Mobile™, or
Symbian® based smart phone.
The ―Connect to external serial device‖ menu (Figure 3-3) is where you can select to connect to your RS-232
device that is connected to the Serial GSM Gateway. The ―Connect to external serial device‖ menu can only be
accessed from the ―Main‖ menu. It is option number ―1‖ on the ―Main‖ menu.
A full description of the ―Connect to external serial device‖ menu options are in (Table 2).
Follow these steps to get to the ―Connect to external serial device‖ menu:
Note Remember after you enter the number associated with a menu option, you must press
the ―Enter key‖.
Step 1 From the main menu select option number ―1‖.
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Figure 3-3 Connect to external serial device menu
Table 2 Connect to external serial device options description
Option
Option Name
Description
1
Serial Port 1
Connects the LAN (PRO model only), USB, RS-232 and GPRS
consoles to the selected external serial device
2
Serial Port 2
Connects the LAN (PRO model only), USB, RS-232 and GPRS
consoles to the selected external serial device
3
Serial Port 3
Connects the LAN (PRO model only), USB, RS-232 and GPRS
consoles to the selected external serial device
4
Serial Port 4
Connects the LAN (PRO model only), USB, RS-232 and GPRS
consoles to the selected external serial device
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The General Purpose Inputs and Outputs Menu
The Serial GSM Gateway has capacity to connect up to four external customer sensor devices and three
external customer switched devices. An example of such sensor devices are movement, fire, mercury, reed,
and water sensors, and an example of such switched devices are sirens, door locks, lights, generators, and
water pumps.
The Serial GSM Gateway can be configured to act on the signals it receives from the sensors. This could be
for example when a signal is received from a movement sensor, and then switch on the lights.
The Serial GSM can be automated through its configuration to sense inputs and turn On and OFF outputs as
well as send alerts to a mobile telephone using SMS (Short message service).
Outputs are configured to switch ON and OFF at preprogrammed intervals. For example, if the movement
sensor signals the Serial GSM Gateway of movement, then the Serial GSM Gateway will switch on the light for
1 minute. Further signals of movement will again switch on the light for 1 minute.
Manual override is also available on all General Purpose Output ports. You can control the General Purpose
Output ports by either selecting the option to turn ON or OFF the General Purpose Output via the Serial GSM
Gateway menu option, or by sending a specially crafted SMS message to the Serial GSM Gateway.
The Serial GSM Gateway can be configured to give you a building automation solution that monitors and
controls the external environment.
The ―GPIO functions‖ menu (Figure 3-4) is where you can select to show the status of the General Purpose
Inputs and Outputs, and manually turn ON or OFF the General Purpose Outputs that are connected to the
Serial GSM Gateway. The ―GPIO functions‖ menu can only be accessed from the ―Main‖ menu. It is option
number ―2‖ on the ―Main‖ menu..
A full description of the ―GPIO functions‖ menu options are in (Table 3).
Follow these steps to get to the ―GPIO functions‖ menu:
Note Remember after you enter the number associated with a menu option, you must press
the ―Enter key‖.
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Step 1 From the main menu select option number ―2‖. (Figure 3-4)
Figure 3-4 GPIO functions menu
Table 3 GPIO functions options description
Option
Option Name
Description
1
Show GPIO inputs status
Shows the current status of the General Purpose Inputs. The
state of each General Purpose Input can be ―Idle‖ or ―Triggered‖
2
Show GPIO inputs status
Shows the current status of the General Purpose Outputs. The
state of each General Purpose Output can be ―Idle‖ or
―Triggered‖
3
Turn ON/OFF GPIO outputs
Manually turn ON or OFF each General Purpose Output
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The GPS Functions Menu
The Serial GSM Gateway has a built in GPS (Global Positioning System) receiver. The feature gives the Serial
GSM Gateway physical location awareness. The primary use of the GPS feature is for asset tracking.
Using the Serial GSM Gateway GPS location services, a field engineer is able to request the exact position in
the world of the Serial GSM Gateway and use the GPS co-ordinates to plot a route using any off the shelf GPS
navigation device. This feature can assist in fault resolution times as the field engineer may not know the best
route to take to get to the site where the Serial GSM Gateway is located, Using the GPS co-ordinates and a off
the shelf GPS navigator, the best possible route can be calculated and the engineer may arrive at the Serial
GSM Gateway site in a shorter time.
The GPS co-ordinates obtained from the Serial GSM Gateway can also be used in an Asset Inventory database
to pin point the physical location of the Serial GSM Gateway as well as other equipment that may be located
at the same approximate position or site.
The ―GPS functions‖ menu (Figure 3-5) is where you can select to retrieve the GPS co-ordinates, and
perform some administrative actions on the GPS module. The ―GPS functions‖ menu can only be accessed
from the ―Main‖ menu. It is option number ―3‖ on the ―Main‖ menu.
A full description of the ―GPS functions‖ menu options are in (Table 4).
Follow these steps to get to the ―GPS functions‖ menu:
Note Remember after you enter the number associated with a menu option, you must press
the ―Enter key‖.
Step 1 From the main menu select option number ―3‖.
Figure 3-5 GPS functions menu
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Table 4 GPS functions options description
Option
Option Name
Description
1
Show GPS co-ordinates
Shows the current GPS co-ordinates. The GPS co-ordinates will
be given in two formats.
1. A Format for use in a off the shelf GPS navigator. (format –
DDD MM.MMMM)
2. A URL format that is able to be pasted directly into a web
browser and view the position of the Serial GSM Gateway using
Google® Maps™.
If the Serial GSM Gateway is not able to get a GPS current
position, The last known GPS position will be shown.
2
Refresh GPS co-ordinates
Manually request the GPS module to recheck the GPS satellite
network for position information. The Serial GSM Gateway
performs this task automatically at preprogrammed intervals.
3
GPS antenna diagnostics
To check the GPS antenna is functioning correctly.
A voltage of >3500mV and current >10mA shows a good
antenna connection.
4
Reset GPS module
If a GPS position is not acquiring a GPS position and you are
sure the GPS antenna is installed and functioning correctly, you
can rest the GPS module. The reset will re-initalise the GPS
module.
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26
The GSM Functions Menu
The Serial GSM Gateway uses GSM technology to send and receive SMS messages, and to connect to the
Internet.
The Serial GSM Gateway is capable of using both account based SIM cards and prepaid SIM cards.
Account based SIM cards are those that a billing account is created by the mobile network operator and a
monthly bill is received by the customer for all activity during a monthly period. The services provided by the
mobile network operator are never interrupted due to lack of funds unless a bill has not been paid.
Smartsavy recommends the use of account based SIM cards.
The second type of GSM SIM card is a prepaid SIM card. The prepaid SIM card gets loaded with credit that is
used by the customer. As the mobile network operator services are used the credit gets depleted. Once the
credit is depleted all mobile network services that attract a cost are stopped until additional credit is loaded on
the prepay SIM card. If this type of SIM card is used in the Serial GSM Gateway, it is critical that the prepaid
credit is never fully depleted. Depleting the credit will cause the Serial GSM Gateway to function incorrectly,
and features such as SMS alerts and remote GPRS console access will be disabled.
The Serial GSM Gateway has two features that allow for the use of the prepaid SIM card.
1. Automatic balance checking by the Serial GSM Gateway. If the balance or credit of the prepaid SIM card
falls below a threshold configured by the customer, a SMS alert will be sent to the customer’s
configured mobile telephone alerting of the low balance situation.
2. Topup of prepaid balance or credit. The customer is able to purchase a topup voucher from the mobile
network operator. Using the topup voucher pin number, the customer can either send a specially
crafted SMS message to the Serial GSM Gateway or use the Serial GSM Gateway’s Menu to enter in the
topup voucher pin number. If successful the balance or credit of the prepaid SIM card will be updated
to the new balance or credit as purchased from the mobile network operator and the Serial GSM
Gateway will continue to function correctly.
The GSM SIM card and Serial GSM Gateway also holds information that is required by the mobile network
operator in certain circumstances. This information is accessed via the ―GSM functions menu.
The ―GSM functions‖ menu (Figure 3-6) is where you can perform prepaid actions, and view various settings
that may be required by your mobile network operator. The ―GSM functions‖ menu can only be accessed from
the ―Main‖ menu. It is option number ―4‖ on the ―Main‖ menu.
A full description of the ―GSM functions‖ menu options are in (Table 5).
Follow these steps to get to the ―GSM functions‖ menu:
Note Remember after you enter the number associated with a menu option, you must press
the ―Enter key‖.
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Step 1 From the main menu select option number ―4‖.
Figure 3-6 GSM functions menu
Table 5 GSM functions options description
Option
Option Name
Description
1
Show mobile network
operator
Show the current mobile network operator that the Serial GSM
Gateway has registered with
2
Show GSM signal strength
Show the signal strength of the GSM signal the Serial GSM
Gateway is receiving
3
Show device IMEI
Show the Serial GSM Gateway’s GSM Module IMEI (International
Mobile Equipment Identity) number
4
Show device IMSI
Show the Serial GSM Gateway’s IMSI (International Mobile
Subscriber Identity) number
5
Show SIM card ICCID
Show the SIM cards ICCID (Integrated Circuit Card ID) number
6
Show prepaid balance
Show the current prepaid account balance or credit remaining
7
Topup prepaid balance
Topup the prepaid account balance or add extra credits
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The Device Functions Menu
The ―Device functions‖ menu (Figure 3-7) is primarily used to obtain information about the Serial GSM
Gateway.
This information is used for identification, troubleshooting and viewing certain features such as
temperature, internal voltage and battery levels.
The ―Device functions‖ menu can only be accessed from the ―Main‖ menu. It is option number ―5‖ on
the ―Main‖ menu.
A full description of the ―Device functions‖ menu options are in (Table 6).
Follow these steps to get to the ―Device functions‖ menu:
Note Remember after you enter the number associated with a menu option, you must press
the ―Enter key‖.
Step 1 From the main menu select option number ―5‖.
Figure 3-7 Device functions menu
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Table 6 Device functions options description
Option
Option Name
Description
1
Show temperature
Show the current temperature the Serial GSM Gateway is
sensing. This temperature is generally 2-3 degrees higher than
the temperature external to the Serial GSM Gateway
2
Show internal voltage
Show the internal voltage that the Serial GSM Gateway is
sensing
3
Show backup battery level
Show the current backup battery level
4
Show device name
Show the Serial GSM Gateway’s name as given by the
customer
5
Show device OS version
Show the Serial GSM Gateway’s operating system version
6
Show device APP version
Show the Serial GSM Gateway’s runtime software version
7
Show device HW version
Show the Serial GSM Gateway’s hardware version number
8
Show device serial number
Show the Serial GSM Gateway’s serial number
9
Show manufacturer and model
Show the manufacture and model name of the Serial GSM
Gateway
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The Enable GPRS Server Option
The Serial GSM Gateway uses GPRS technology to extend its Console over the Internet. The Serial GSM
Gateway has two modes it can use to do this extension of the console.
1. Server mode
2. Client mode
Client mode is discussed in the next section.
Server mode turns the Serial GSM Gateway into a terminal server. When this mode is selected, the Serial GSM
Gateway will establish a connection to the mobile network operator and initiates a GPRS connection to the
Internet.
Once this connection is established the Serial GSM Gateway will listen on the Internet for an inbound TCP
connection on a user configurable port.
The IP address of the GPRS connection and TCP port number the Serial GSM Gateway is listening on will be
either sent to the customer’s mobile telephone via a SMS message or shown on the console screen.
The method of informing the customer of the IP Address and TCP port is determined by the method the
customer took to initiate the GPRS Server option.
If the GPRS Server option was requested by the Console then the IP Address and TCP port number will be
displayed on the console screen. If the GPRS Server option was requested by a specially crafted SMS message
from a customer’s mobile phone to the Serial GSM Gateway, the IP Address and TCP port number will be sent
back to the customer’s mobile phone that sent the SMS.
The Serial GSM Gateway has two security features to minimize the possibility of threats.
1. A firewall that blocks all ports except for the TCP port that is configured to accept the inbound
connection.
2. A timeout interval where the Serial GSM Gateway will only listen for inbound connections for a specified
user configurable period. If no session has been established within the user configurable period then
the Serial GSM Gateway will close the GPRS Internet connection and will no longer be reachable via the
Internet.
Once the customer has successfully initiated the GPRS Server mode and has the current IP Address and TCP
port number of the Serial GSM Gateway, the customer can proceed to establish a console session with the
Serial GSM Gateway using a Virtual Terminal Emulation Application.
The ―Enable GPRS Server‖ option (Figure 3-8) can only be accessed from the ―Main‖ menu. It is option
number ―6‖ on the ―Main‖ menu.
Follow these steps to access the ―Enable GPRS Server‖ option:
Note Remember after you enter the number associated with a menu option, you must press
the ―Enter key‖.
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31
Step 1 From the main menu select option number ―6‖.
Figure 3-8 Enable GPRS server option
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The Enable GPRS Client Option
The Serial GSM Gateway uses GPRS technology to extend its Console over the Internet. The Serial GSM
Gateway has two modes it can use to do this extension of the console.
1. Server mode
2. Client mode
Server mode is discussed in the previous section.
Client mode turns the Serial GSM Gateway into a terminal client. When this mode is selected, the Serial GSM
Gateway will establish a connection to the mobile network operator and initiates a GPRS connection to the
Internet.
Once this connection is established the Serial GSM Gateway attempts to connect to the clients terminal server
(Virtual Terminal Emulation application in server or listening mode) using the user configurable TCP port and
IP Address supplied by the customer.
The Serial GSM Gateway has two security features to minimize the possibility of threats.
1. A firewall that blocks all ports except for the TCP port that is configured to use for the outbound
connection.
2. A timeout interval where the Serial GSM Gateway will only attempt to connect to the customer’s
terminal server once. If no session has been established then the Serial GSM Gateway will close the
GPRS Internet connection and will no longer attempt to contact the customer’s terminal server.
Once the Serial GSM Gateway has successfully initiated GPRS Client mode and has established a connection to
the customer’s terminal server, the customer will be prompted with the Serial GSM Gateway’s logon screen.
The ―Enable GPRS Client‖ option (Figure 3-9) can only be accessed from the ―Main‖ menu. It is option
number ―7‖ on the ―Main‖ menu.
Follow these steps to access the ―Enable GPRS Client‖ option:
Note Remember after you enter the number associated with a menu option, you must press
the ―Enter key‖.
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33
Step 1 From the main menu select option number ―7‖.
Figure 3-9 Enable GPRS client option
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The Settings Menu
The ―Settings‖ menu (Figure 3-10) is where all of the user configurable settings can be made. The ―Settings‖
menu can only be accessed from the ―Main‖ menu. It is option number ―8‖ on the ―Main‖ menu.
A full description of the ―Settings‖ menu options are in available in the:
Serial GSM Gateway Software Configuration Guide.
Figure 3-10 Settings menu
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The View Security Access Log Option
The Serial GSM Gateway logs successful logons to the console to a security log.
Only the last fifteen (15) successful logons are recorded
Each security log entry will show either that the LAN (PRO model only), USB or RS-232 console where used as
the logon access point, or the GPRS console was used as the logon access point.
If the GPRS console was used as the logon access point, the security log will detail the mobile telephone
number that was used to request the connection.
An example of the access log is available below. (Figure 3-12).
The ―View Security Access Log‖ option (Figure 3-11) can only be accessed from the ―Main‖ menu. It is option
number ―9‖ on the ―Main‖ menu.
Follow these steps to access the ―View Security Access Log‖ option:
Note Remember after you enter the number associated with a menu option, you must press
the ―Enter key‖.
Step 1 From the main menu select option number ―9‖.
Figure 3-11 View security access log
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Figure 3-12 Example of Security Access Log
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The Log off Option
The ―Log off‖ option is used once the customer has completed the tasks they require on the Serial GSM
Gateway. When the ―Log off‖ option is used the Serial GSM Gateway will Log out the customer and return the
customer to the Serial GSM Gateway Log in prompt.
The Serial GSM Gateway also has a security feature that will automatically log out the customer after a period
of inactivity. The interval is 4 minutes. If no activity has been observed by the Serial GSM Gateway after the 4
minute wait period the Serial GSM Gateway will return the customer to the Logon prompt screen.
The ―Log off‖ option (Figure 3-13) can only be accessed from the ―Main‖ menu. It is special option character
―*‖ on the ―Main‖ menu.
Follow these steps to access the ―Log off‖ option:
Note Remember after you enter the number associated with a menu option, you must press
the ―Enter key‖.
Step 1 From the main menu select special option character number ―*‖.
Figure 3-13 Log off option
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The Reboot Option
The ―Reboot‖ option is used by the customer to do a hardware reset of the Serial GSM Gateway. This option
performs exactly the same as physically pressing OFF and ON the power switch on the Serial GSM Gateway.
The ―Reboot‖ option (Figure 3-14) can only be accessed from the ―Main‖ menu. It is special option character
―#‖ on the ―Main‖ menu.
Follow these steps to access the ―Reboot‖ option:
Note Remember after you enter the number associated with a menu option, you must press
the ―Enter key‖.
Step 1 From the main menu select special option character number ―#‖.
Figure 3-14 Reboot option
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SMS (Short Message Service) Commands
The Serial GSM Gateway uses SMS commands to allow the customer to perform certain functions and retrieve
information remotely.
All SMS messages sent to the Serial GSM Gateway device must be crafted in a specific way or the Serial GSM
Gateway will ignore the SMS when it receives it.
The SMS message that is sent to the Serial GSM Gateway for Information Requests is in the following format:
<passcode><space><keyword>
The SMS message that is sent to the Serial GSM Gateway for Action Requests is in the following format:
<passcode><space><keyword><space><action or information>.
(
In some cases the extra <action or information> is not required)
Note The passcode contained in the SMS message IS case sensitive.
Note The keyword and actions contained in the SMS message are NOT case sensitive.
An example of a correctly formatted SMS for Information Request is as follows:
This example uses the passcode of ―0000: and a keyword called ―devbatt‖ to retrieve the current Backup
Battery level.
0000 devbatt or
0000 DEVBATT
An example of a correctly formatted SMS for Action Request is as follows:
This example uses the passcode of ―0000: and a keyword called ―gpioout1‖ to turn ―ON‖ the General Purpose
Output Port 1.
0000 gpioout1 on or
0000 GPIOOUT1 ON
A full description of the SMS command options for Information Requests is in (Table 7).
A full description of the ―SMS command‖ options for Action Requests is in (Table 8).
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Table 7 SMS Commands – Information Requests
SMS
Keyword
Requested Information
SMS Message Format
gpiostatus
Returns the current status of the
General Purpose Inputs and Outputs
<passcode><space>
gpiostatus
gpslocation
Returns the current GPS Location coordinates
<passcode><space>
gpslocation
devtemp
Returns the current Device
Temperature
<passcode><space>
devtemp
devbatt
Returns the current Backup Battery
Level
<passcode><space>
devbatt
devvolt
Returns the current internal Voltage
reading
<passcode><space>
devvolt
devname
Returns the Serial GSM Gateway’s
Name
<passcode><space>
devname
devosver
Returns the Serial GSM Gateway’s
Operating System version
<passcode><space>
devosver
devappver
Returns the Serial GSM Gateway’s
Runtime Software version
<passcode><space>
devappver
devhwver
Returns the Serial GSM Gateway’s
Hardware version
<passcode><space>
devhwver
devmanmod
Returns the Serial GSM Gateway’s
Manufacturer and Model
<passcode><space>
devmanmod
devser
Returns the Serial GSM Gateway’s
Serial Number
<passcode><space>
devser
gsmbalance
Returns the current Prepaid Balance
<passcode><space>
gsmbalance
gsmsig
Returns current GSM Signal Strength
<passcode><space>
gsmsig
gsmoperator
Returns current GSM operator
<passcode><space>
gsmoperator
gsmimei
Returns the Serial GSM Gateway’s
IMEI Number
<passcode><space>
gsmimei
gsmimsi
Returns the Serial GSM Gateway’s
IMSI Number
<passcode><space>
gsmimsi
gsmiccid
Returns the GSM SIM Cards ICCID
Number
<passcode><space>
gsmiccid
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Table 8 SMS Commands – Action Requests
SMS
Keyword
Requested Action
SMS Message Format
devreboot
Requests the Serial GSM
Gateway to Reboot
<passcode><space>
devreboot
gsmtopup
Requests the Serial GAM
Gateway to Topup the
prepaid Balance
<passcode><space>
gsmtopup
<space><voucherpin>
Voucherpin is the pin that is located on your topup voucher
supplied by the mobile network operator
gprsserver
Requests the Serial GSM
Gateway to enter GPRS
Server Mode
<passcode><space>
grpsserver
gprsclient
Requests the Serial GSM
Gateway to enter GPRS
Client Mode
<passcode><space>
grpsclient
<space><ipaddress>
IP Address is the IP Address of the customers Terminal Server
gpioout1 or
<name of
gpio output
port>
Requests the Serial GSM
Gateway to Turn ON or
OFF General Purpose
Output 1
<passcode><space>
gpioout1
<space>
on or
<passcode><space>
gpioout1
<space>
off
To use the General Purpose Output Name configured by the
customer then:
<passcode><space><customer gpio output name><space>
on or
<passcode><space><customer gpio output name><space>
off
gpioout2 or
<name of
gpio output
port>
Requests the Serial GSM
Gateway to Turn ON or
OFF General Purpose
Output 2
<passcode><space>
gpioout2
<space>
on or
<passcode><space>
gpioout2
<space>
off
To use the General Purpose Output Name configured by the
customer then:
<passcode><space><customer gpio output name><space>
on or
<passcode><space><customer gpio output name><space>
off
gpioout3 or
<name of
gpio output
port>
Requests the Serial GSM
Gateway to Turn ON or
OFF General Purpose
Output 3
<passcode><space>
gpioout3
<space>
on or
<passcode><space>
gpioout3
<space>
off
To use the General Purpose Output Name configured by the
customer then:
<passcode><space><customer gpio output name><space>
on or
<
passcode><space><customer gpio output name><space>
off
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APPENDIX A111111
A. Troubleshooting
Use this information to help isolate problems you might encounter with the Smartsavy Serial GSM Gateway
family or to rule out the Serial GSM Gateway as the source of the problem.
This appendix contains the following sections:
• Problem Solving
If you cannot locate the source of the problem, contact your local reseller or Smartsavy for advice.
Before you contact, have the following information ready;
• Model Type
• Serial Number
• Brief description of the problem
• Brief explanation of the steps you have taken to isolate the problem
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43
Problem Solving
The key to problem solving is to isolate the problem to a specific subsystem by comparing what the Serial GSM
Gateway is doing to what it should be doing.
When problem solving, consider the following subsystems of the Serial GSM Gateway:
• Consoles not displaying anything or garbled characters – Check you have your Terminal Emulation
Application set to the correct Serial settings.
• GPRS and SMS – Check your SIM card is functioning correctly. A quick check is to put the SIM card in a normal
GSM mobile phone and check you can SMS and make a connection to the Internet.
Check you have the correct settings from the mobile network operator configured correctly in the
Serial GSM Gateway.
Check you have formatted the SMS in the required format and no spelling mistakes
• General Purpose Inputs and Outputs – Check you have configured the General Purpose Inputs to do an
action when they are triggerred.
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Troubleshooting Console’s and External Serial devices.
Check for the following symptoms to help isolate the problem:
Console Port not responsive
• Make sure you are using the correct cable and check it is plugged in correctly and securely. Refer to the
cables and pinouts section in the
Serial GSM Gateway Hardware Installation Guide
.
• Make sure your terminal emulation software is set to the correct Serial Port settings.
Factory defaults:
9600 Baud
8 data bits
No parity generated or checked
1 stop bit
Hardware flow control (RTS/CTS)
• Check the Console ON LED indicator illuminates RED when you establish a connection from your terminal.
External RS-232 devices not responsive
• Make sure you are using the correct cable and check it is plugged in correctly and securely. Refer to the
cables and pinouts section in the
Serial GSM Gateway Hardware Installation Guide
.
• Make sure your external RS-232 device is set to the same RS-232 settings as the Serial GSM Gateway console
Factory defaults:
9600 Baud
8 data bits
No parity generated or checked
1 stop bit
Hardware flow control (RTS/CTS)
• Make sure you are accessing the correct Serial Port in the Serial GSM Gateway menu that your external device
is physically plugged into.
• Check the associated external serial device ON LED indicator. It illuminates RED when an external serial device is
selected from the Serial GSM Gateway menu.
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Troubleshooting GPRS and SMS
The Serial GSM Gateway uses a GSM SIM card and a mobile network operator to connect to the Internet using
GPRS and sending of Short Messages (SMS). Check the following items to help isolate the problem:
No connection to Internet
• Check your GPRS settings are configured to the details provided by your mobile
network operator.
No SMS
• Check you have configured the correct mobile number in the Serial GSM Gateway and sending SMS
commands in the correct format.
General
• In general most issues are caused by the mobile network operator and or a user setting configured incorrectly.
First try putting the GSM SIM card in a normal mobile phone and test the GPRS and SMS functions. This will
determine whether the SIM card is at fault. If the SIM card proves to work, then double check your
configurations settings in the GSM Gateway.
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46
APPENDIX B111111
B. Obtaining Documentation
Smartsavy documentation and additional literature are available on www.smartsavy.com. Smartsavy also
provides several ways to obtain technical assistance and other technical resources. These sections explain
how to obtain technical information from Smartsavy Limited.
www.smartsavy.com
You can access the most current Smartsavy documentation at this URL:
http://www.smartsavy.com/pages/documentation
You can access the Smartsavy website at this URL:
http://www.smartsavy.com
Ordering Documentation USB Flash Drive
Smartsavy documentation and additional literature are available in a Documentation USB memory stick
package, which may have shipped with your product. The Documentation USB memory stick is updated
regularly and may be more current than the documentation supplied on the embedded USB memory within
the product. The Documentation USB memory stick is available as a single unit.
The Smartsavy Documentation USB memory stick (product number SS-SGG-DOC) can be purchased online at
www.smartsavy.com.
Documentation Feedback
You can send comments about technical documentation to support@smartsavy.com.
You can submit comments online by filling out the Support Request Form at www.smartsavy.com
or by writing to the following address:
Smartsavy Limited
Attn: Support Department
17 Tutchen Avenue
Raglan, 3225
Waikato
New Zealand
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47
APPENDIX D111111
C. Obtaining Technical Assistance
For all customers, partners, resellers, and distributors who hold valid Smartsavy Limited service contracts,
Smartsavy Technical Support provides 24-hour-a-day, award-winning technical assistance. The Smartsavy
Technical Support Website on www.smartsavy.com features extensive online support resources. In addition,
Smartsavy Technical Assistance Center (TAC) engineers provide telephone support. If you do not hold a valid
Smartsavy service contract, contact your reseller or Smartsavy Limited.
Smartsavy Technical Support Website
The Smartsavy Technical Support Website provides online documents and tools for troubleshooting and
resolving technical issues with Smartsavy products and technologies. The website is available 24 hours a day,
365 days a year, at this URL: http://www.smartsavy.com/pages/support
Note You must supply the following information before submitting a web or phone request for service.
• Full Name
• Company Name
• Email Address
• Phone Number
• Model Type
• Serial Number
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Submitting a Service Request
Using the online Smartsavy Support Request Form is the fastest way to open non urgent class 3 (C3) and
class 4 (C4) support requests.
(Non Urgent support requests are those in which your product is minimally impaired or for which you require
product information.)
http://www.smartsavy.com/pages/support
For Urgent class 1 (C1) and class 2 (C2) support requests or if you do not have Internet access, contact the
Smartsavy TAC by telephone.
(Urgent support requests are those in which your device is down or severely degraded.)
Smartsavy TAC engineers are assigned immediately to Urgent service requests to help keep your business
operations running smoothly.
To open a support request by telephone, use one of the following numbers:
New Zealand: +64 (0) 7 974 9029
Africa: +27 (0) 87 750 9849
United Kingdom: +44 (0) 207 043 1395
Australia: +61 (0) 86 22 5149
All Other Countries: +64 (0) 7 974 9029
Definitions of Support Request Severity
To ensure that all support requests are reported in a standard format, Smartsavy has established severity
definitions.
Class 1 (C1) Your product is ―down,‖ or there is a critical impact to your business operations. You
and Smartsavy limited will commit all necessary resources around the clock to resolve the
situation.
Class 2 (C2) Operation of an existing product is severely degraded, or significant aspects of your
Business operation is negatively affected by inadequate performance of Smartsavy
products. You and Smartsavy Limited commit full-time resources during normal business
hours to resolve the situation.
Class 3 (C3) Operational performance of your product is impaired, but most business operations
functional. You and Smartsavy will commit resources during normal business hours to
restore service to satisfactory levels.
Class 4 (C4) You require information or assistance with Smartsavy product capabilities, installation, or
configuration. There is little or no effect on your business operations.
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