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Normal hours of operation: 8:00
to 5:00 PST; Monday-Thursday and Alternate Fridays as
we operate under a 9/80 schedule. The Members Only online
support web site is available 24 hours a day.
Initiating support:
Initiating a support call can
be accomplished by following these simple procedures:
To report a hardware problem:
If the problem is a hardware failure, call
us to obtain a Return Material Authorization (RMA) number.
If you need to contact us for status on a repair, use
this RMA number as a reference. If the problem is not
a hardware failure, call and ask to speak to one of
our Application Engineers.
To report a software problem:
Call and ask to speak to one of our Application
Engineers. Our engineers can assist you in isolating
any problem and can often resolve your problem over
the phone. For ongoing issues, be sure to ask for an
incident number. When obtaining status on your problem,
please use this incident number as a reference.
To obtain applications support:
When you need support with database and driver
development, algorithm programming, or general software
and hardware support issues, call and ask to speak to
one of our Application Engineers. Our engineers can
assist you with any system application questions you
may have regarding software and hardware. For ongoing
issues, be sure to ask for an incident number. When
obtaining status on your problem, please use this incident
number as a reference.
To obtain an RMA (Return Material
Authorization) number:
An RMA number must be assigned for any return item
for repair. To have a number assigned use the
contact information above.
To contact us: Please
have your system serial number ready so that we can
verify warranty information. If you don't have a warranty
or maintenance contract, please read the alternative
payment options listed below. Our standard business
hours are 8 a.m. to 5 p.m., Monday through Friday.
Please note that we operate on an Alternate Friday Off
(AFO) schedule. When calling beyond these times please
leave a message and we'll return your call on the next
business day.
Alternate payment: If you don't
currently have a warranty or maintenance contract, we
do have several payment options available. We will gladly
accept your purchase order or credit card (for faster
response) as payment, or you can purchase a support
block that can be applied towards support and repairs.
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