One Stop Systems
OSS-PCIe-HIB25x16| 27
7 How to Get More Help
You can visit the Technical Support FAQ pages on the Internet at
https://www.onestopsystems.com/support
7.1 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.
7.2 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.
7.3 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.
https://www.onestopsystems.com/support
