One Stop Systems
OSS-521 Gen4 BP
37
14 How to Get More Help
14.1
Contacting Technical Support
Our support department can be reached by phone at
. Support is available Monday through Friday, 8:00 AM to 5:00 PM PT. When
contacting Technical Support make sure to include the following information:
1. Exact and correct serial #
2. Service Ticket or Case # (if you already submitted an online request)
3. Computer Type & Model: Operating System
4. Make & Model of PCI/PCIe cards: Application
5. Problem description
When submitting an online technical support request always provide a valid working e-mail address, phone number, shipping address and proper
contact name. Check your e-mail for an automated response containing the case # and updates. You can also visit our web site at:
https://www.onestopsystems.com/support for a quick response, use the Technical Support and RMA Request Form available in the Support Section
of the website. Simply complete the form with all required information. Please make sure that your problem description is sufficiently detailed to
help us understand your problem.
Shipping or Transporting of Expansion Unit with PCI / PCIe cards
Any PCIe cards in
should be removed
(or not to be installed) prior to shipment to avoid or prevent possible damage. Note: Expansion board and
PCIe / PCI cards that arrive damaged in shipment will not be covered under warranty.
14.2
Returning Merchandise
If factory service is required, a Service Representative will give you a Return Merchandise Authorization (RMA) number. Put this number and your
return address on the shipping label when you return the item(s) for service. Please note that One Stop Systems WILL NOT accept COD packages, so
be sure to return the product freight and duties-paid. Ship the well-packaged product to the address below
:
Attention:RMA # ________, One Stop Systems
2235 Enterprise Street, #110
Escondido, CA 92029
USA
It is not required, though highly recommended, that you keep the packaging from the original shipment of your product. However, if you return a
product for warranty repair/ replacement or take advantage of the 30-day money back guarantee, you will need to package the product in a
manner similar to the manner in which it was received from our plant. We cannot be responsible for any physical damage to the product or
component pieces of the product (such as the host or expansion interfaces for the expansion chassis) that are damaged due to inadequate packing.
Physical damage sustained in such a situation will be repaired at the owner’s expense in accordance with Out of Warranty Procedures. Please,
protect your investment, a bit more padding in a good box will go a long way to insuring the device is returned to use in the same condition you
shipped it in. Please call for an RMA number first.
14.3
Third Party Hardware & Software Support Policy
OSS tests, certifies and bundles many popular third party hardware and software products with OSS hardware for ease of use and guaranteed
operation. OSS encourages customer innovation by combining OSS products in new and interesting ways with third party and customer developed
hardware and software. Unfortunately, with virtually infinite combinations of hardware and software, OSS cannot test and validate every possible
configuration. OSS is committed to supporting its products and identifying if any technical issue may be related to third-party hardware or
software. In order to isolate technical issues, OSS may request that the system be returned to the same configuration that shipped from the OSS
factory and any non-OSS supplied third-party hardware or software be removed from the system during troubleshooting.
We test, certify and support many third party hardware and software products along with OSS hardware and are happy to integrate a fully
supported system. Ask us about that service and we would be happy to help. If an OSS product is fully functional and a support issue is related to
third-party hardware or software that did not ship from the OSS factory, the customer requesting support should reach out to the third-party
vendor for assistance to fully troubleshoot the issue.
14.4
Online Support Resources
As a product user and customer, listed below are our Online Support Resources
https://www.onestopsystems.com/support
provides Knowledgebase Articles such as troubleshooting methods, compatibility, FAQ, documentation, and product
technical information. If you need technical support, product assistance or have a technical inquiry we encourage you to submit it on-line using our Technical
Support Form. If you need to send a unit for repair or diagnostic evaluation, fill out our RMA (Return Material Authorization) online request form.
