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.