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What is your support process like?2020-03-20T12:07:09+02:00
  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.
How long will it take until my support case is answered?2020-03-20T11:59:31+02:00

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

Can I reply to an old support message with a new support request?2020-03-20T12:00:16+02:00

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. Closed cases are not actively monitored.

Why was my support case closed even though my problem was not solved?2020-03-20T12:01:01+02:00

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

What happens when a problem cannot be solved remotely?2020-03-20T12:01:51+02:00

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


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