Difference between revisions of "Compulab Technical Support"
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| − | + | = Compulab Support Policies = | |
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| − | + | * Compulab provides engineering technical support via a dedicated ticketing system called [https://compulab.co.il/workspace/supportdb/ Engineering Support Portal] | |
| + | * Access to the support portal is available immediately following purchase of evaluation kit and project registration. | ||
| + | * To receive your '''support account credentials''' please contact [mailto:embeddedsupport@compulab.co.il embeddedsupport@compulab.co.il]. | ||
| + | * Technical support is provided directly by Compulab R&D engineers responsible for hardware and software development of the supported product. | ||
| + | * Support requests are automatically routed to the relevant Compulab engineer based on product type and request category. | ||
| + | * Each project and product should use a separate support account for each entity. Within each support account, it is possible to add multiple "users" from your team. | ||
| + | * For more detailed information about using the Engineering Support Portal, please refer to our [http://www.compulab.co.il/supportdb-help/ Support Portal Help] page. | ||
| + | = Support Guidelines = | ||
| + | To ensure a quick and accurate response from our support team, please follow the following guidelines when submitting a support ticket. | ||
| − | === | + | === Specific Technical Question === |
| − | + | *Each ticket should focus on one clearly stated question. | |
| − | + | *For hardware (HW) and software (SW) inquiries, please provide explicit references to the instructions you are trying to implement. | |
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| + | === Troubleshooting === | ||
| + | * For troubleshooting inquiries, please have an available Compulab evaluation board loaded with stock O/S image for comparison and reference. | ||
| + | * Upload the logs as a separate text file rather than pasting them in the ticket body or providing them as a photo of the screen. | ||
| − | + | === Problem Reporting or RMA === | |
| − | + | * Include information about the product serial number, expected behavior, steps to reproduce the problem in our Lab, and any other relevant details. | |
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Revision as of 14:53, 20 August 2023
Contents
Compulab Support Policies
- Compulab provides engineering technical support via a dedicated ticketing system called Engineering Support Portal
- Access to the support portal is available immediately following purchase of evaluation kit and project registration.
- To receive your support account credentials please contact embeddedsupport@compulab.co.il.
- Technical support is provided directly by Compulab R&D engineers responsible for hardware and software development of the supported product.
- Support requests are automatically routed to the relevant Compulab engineer based on product type and request category.
- Each project and product should use a separate support account for each entity. Within each support account, it is possible to add multiple "users" from your team.
- For more detailed information about using the Engineering Support Portal, please refer to our Support Portal Help page.
Support Guidelines
To ensure a quick and accurate response from our support team, please follow the following guidelines when submitting a support ticket.
Specific Technical Question
- Each ticket should focus on one clearly stated question.
- For hardware (HW) and software (SW) inquiries, please provide explicit references to the instructions you are trying to implement.
Troubleshooting
- For troubleshooting inquiries, please have an available Compulab evaluation board loaded with stock O/S image for comparison and reference.
- Upload the logs as a separate text file rather than pasting them in the ticket body or providing them as a photo of the screen.
Problem Reporting or RMA
- Include information about the product serial number, expected behavior, steps to reproduce the problem in our Lab, and any other relevant details.
