1. You create a new support case by contacting us
  2. You get automated reply with case number and email reference code (ref:x:ref) – include this reference code in the subject line of all future messages concerning this case! All messages without reference code in subject or message body will create a new ticket.
  3. One of our support specialists picks up the case, and contacts you with a solution or requesting more information.
  4. Note, that if we do not receive a reply from you, the case will be closed after too long inactivity.
  5. If the problem cannot be solved remotely, we will send you an RMA number with instructions. Do not send the camera to us without the RMA number!
  6. The problem is solved and the case is closed.
  7. You receive a link to a feedback survey.