Partner support
A well-described problem. Clearer follow-up.
Prepare selection, configuration or troubleshooting questions. Follow ticket conversations and, according to your role, equipment return requests.
Presales
Share the project, selected references, quantities and constraints. A precise case separates selection advice from further design needs.
DiscoverTechnical assistance
Specify model, version, topology and expected result. Attach screenshots or diagrams without credentials, passwords or unnecessary personal data.
DiscoverDiagnostics
Describe symptoms, frequency and completed tests. Keep relevant logs and error messages to avoid repeating checks.
DiscoverWarranty
Prepare proof of purchase, serial number and fault date. Terms and coverage are checked against the product and case.
DiscoverRMA
Request return authorisation before shipping. Case tracking shows applicable steps; it does not automatically approve replacement or refund.
DiscoverCase tracking
Find replies, attachments and status changes in your workspace. No approved account? Contact the team to route your request.
DiscoverSupport does not promise an unvalidated response time or warranty. Do not ship equipment before return arrangements are confirmed.
PARTNER FIELD GUIDE
A clear symptom. Useful tests. A traceable case.
To make progress, support needs the expected result, the actual result and what has already been checked. Prepare these facts before changing an installation or requesting a return.
Choose the right starting point.
A commercial requirement, a fault and an equipment return are different cases.
Before selection
Describe use, site, interfaces and candidate references. Ask a precise compatibility question. For pricing, prepare a bill of materials and use quotation requests with an authorised role.
Prepare quotation requirementsDuring diagnosis
Open a ticket for an identifiable question. Add dated observations and outcomes to the same thread. Priority describes context; it is not a promised response deadline.
Open my ticketsBefore shipping equipment
RMA requests are available to technician and hybrid profiles. Resellers use support for guidance. Wait for explicit return arrangements: opening a ticket or asking for replacement does not authorise shipping.
Understand access
Six facts that save a round trip.
Gather facts without sharing passwords, private keys, personal footage or unnecessary site information.
Exact equipment
Full reference, variant, software version and serial number where relevant. A redacted label photo can complement the text; a family name alone is insufficient.
Expected / observed
State the expected result then the actual symptom: exact message, frequency, first occurrence and affected equipment. “Not working” does not distinguish missing power from an access problem.
The chain and its connections
Simple diagram of equipment, ports, power and relevant network segments. Identify endpoints rather than sending an entire sensitive plan. Note what remains reachable when the fault occurs.
Identify my linksTests already performed
For each test: one change, one outcome and a time. State the last known change. Do not reset an installation or update equipment without checking backups, authorisation and the appropriate procedure.
Useful, redacted evidence
Error screenshot, log excerpt and readable diagram. Redact identifiers, secrets and third-party data. Check the displayed upload type and size limits, then the file state after checking.
Related case context
Include the project name, available request or purchase reference and the remaining question. These details provide context; they do not automatically link tickets, projects and quotations.
Follow the case without losing context.
Find your own tickets in the support workspace. An RMA request, when available, has its own tracking and reference.
Open and retain the reference
Choose the category and describe the issue. If saving fails, correct or retry after checking; typed text is not evidence of a created ticket. Keep the reference once creation is confirmed.
Reply in the same thread
“Waiting for partner” calls for your input; “waiting for staff” indicates support follow-up. Add results rather than duplicate tickets. Check the current status before replying.
Prepare an RMA request if needed
Specify product, quantity, symptoms and available purchase references. Serial numbers identify the unit. Diagnosis, repair, replacement or credit are requested outcomes, not coverage decisions.
Confirm the final outcome
Record the check confirming whether the problem is resolved. A resolved or closed ticket no longer accepts new attachments: contact the team with its reference for next steps. A status change alone does not prove a fault has disappeared.
Answers before you begin.
How do I contact you without an approved account?
Use Contact to explain your requirements and activity. Private ticket tracking requires an approved account; do not use another person's credentials to gain access.
Does an RMA mean my warranty is accepted?
No. Opening one records a request for review. Eligibility, evidence, terms and outcome are checked for the product and case. Wait for instructions before shipping.
Can I send a configuration or video?
Send only a useful, redacted, authorised excerpt in an accepted upload format. Do not send passwords, keys or unnecessary personal video. First ask which evidence will actually help.
Does support replace an on-site intervention?
No. The discussion helps qualify the problem and next steps. Site work, design, timing and coverage require case-specific confirmation. In danger, follow site safety procedures and contact the appropriate emergency services.