Technical Support

 

  v Contacting Support Options

 

 

Ø Support Portal: 

 

§ Support Portal: http://dataonsupport.dataonstorage.com/support/home 

§ Browse through knowledge base articles, access software downloads, or create a support ticket.

 

Ø Email: dataon_support@dataonstorage.com 

§ Please send to our support e-mail and fill out necessary information which include company name, your name, contact info. , product model #, Sys-ID, issue description and OS.

§ Also, you can attach any collect script, screenshots, logs, error codes, etc. if possible.

 

 

Ø Support Main Line: (714) 441-8820 | Press: 3

§ Please prepare your information below,

Ø Company name

Ø Your Name

Ø Your contact information, phone or e-mail

Ø Product model #

Ø Sys-ID (7 digits) or SN#

Ø Issue description

Ø OS

 

             Support Business Hours: Monday-Friday, 9:00AM – 6:00PM PST // All support emails will be answered within two-hours of receiving them during business hours.

§ Note: Support emails will be acknowledged and replied to within two hours, however, this does not mean a solution will be achieved in that time.

 

    

  v Support Processes

Ø RMA Process

§ Report the issue to data_support@dataonstorage.com in great detail; please attach any screenshots or logs so that the problem can be easily identified.

§ Once the issue has been verified by Technical Support Engineers the case will be sent to the RMA team for warranty approval.

§ With approval, RMA item will then be shipped. Customer will be notified by email that includes a tracking number.

 

SEE OTHER ARTICLE FOR COLLECT TOOL

 

Ø SOLUTION Process

§ Report the issue to data_support@dataonstorage.com in great detail; please attach any screenshots or logs so that the problem can be easily identified.

§ After diagnosing the issue, DataON will notify the customer with a plan of action for solving the problem.

§ A 'SOLUTION' may include:

· Documentation | Software/Firmware update | Advice/Recommendations | Remote support session | Conference call etc…

· Remote tool : Go-To-Meeting

 

SEE OTHER ARTICLE FOR COLLECT TOOL

 

 Note: A response time with a SOLUTION depends on the severity of the case; Technical Support Engineers may require time to replicate the customer’s environment to produce the same issue

 

Ø ADVANCED Process 

§ When Technical Support Engineers are unable to provide a ‘SOLUTION’ to the issue, the case may be related to hardware failure.

§ An ‘ADVANCED’ may include:

· Documentation | Software/Firmware update | Advice/Recommendations | Remote support session | Conference call etc…

· Adv. Hardware Replacement ( In warranty)

· Support issue follow up

 

SEE OTHER ARTICLE FOR COLLECT TOOL