Support2024-06-19T16:32:29+03:00

SUPPORT

WHAT IS SPECIM COMMUNITY?

Specim Community is your one-stop shop both for self-service and support requests. Available 24/7 and free of charge, the self-service materials provide answers to the most frequently asked questions, training material and guides, product documentation, 3D models, and detailed technical notes about our solutions and hyperspectral imaging for anyone who owns a Specim product. However, sometimes even the most comprehensive knowledge hub isn’t enough. Should you need our experts’ help with, for example, using your Specim product or having it serviced or recalibrated, or you’d like to get the latest software release, log onto Specim Community to submit a support request and our world-class team of customer support experts will get back to you promptly.

FAQ

What is your support process like?2024-04-16T07:47:25+03:00
  1. You create a new support case by logging onto Specim Community and raising a support request.
  2. You get an automated reply with a case number and email reference code (ref:x:ref) – include this reference code in the subject line of all future messages concerning this support case. All messages without the reference code in the subject or message body will create a new support case.
  3. Our support specialist picks up the case and contacts you with a solution or requests more information.
  4. Please note that if we don’t hear back from you, the case will be closed due to prolonged inactivity.
  5. If we cannot solve the problem remotely, we will send you an RMA number with instructions. Please do not send the camera to us without the RMA number.
  6. After the problem is solved, the case will be closed.
  7. We send you a link to the feedback survey through which you can give us feedback.
How long will it take until my support case is answered?2023-09-25T10:22:05+03:00

That depends on the support package you have purchased. You will get an automated notification when we have assigned a Support Specialist to your case. The typical response time is 1-3 business days. In busy times it may take longer to give you an initial response.

Can I reply to an old support message with a new support request?2023-09-25T10:22:01+03:00

No. The case numbers and reference codes are unique, and if you send a new support request as a reply to an old case, the message will not go to the queue. Instead, it will go to the old, already closed case file. We don’t actively monitor closed cases.

Why was my support case closed even though my problem was not solved?2023-09-25T10:21:57+03:00

A case will be closed automatically after a certain time of inactivity.

What happens when a problem cannot be solved remotely?2023-09-25T10:21:53+03:00

We may ask you to send the product to Specim for inspection and troubleshooting. We will issue an RMA number for the case and share the shipping instructions.

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