Support Policies

The Support Policies discloses important information about our services, provide response expectations to various types of requests, and answer commonly asked questions.

Support Requests

The “Submit Support Request” form should be used for support or information requests, including:

• Technical support issues
• Documentation
• Returns
• Repairs
• New feature requests
• Questions about evaluation systems or demo units

Support Request Email Confirmation

All requests submitted by the “Submit Support Request” form will receive an email confirmation from “auto-response” to the email address specified in the request.

What if I don’t receive an email confirmation?

• If you do not receive an email confirmation, please check your spam and junk-mail folders before submitting another request.
• If a confirmation is not received, then a request was not created in our system.
• If necessary, please contact technical support by phone to verify a case was opened during our normal business hours of 7 AM to 5 PM Pacific Time at Toll Free: +1 (877) 438-2724 or local: +1 (760) 745-9883.

Gold Support Customers:

• Please use the “Submit Support Request” form for issues that can be addresses the next business day.
• After-hours support can be engaged by calling technical support at Toll Free: +1 (877) 438-2724 or local: +1 (760) 745-9883 to discuss the issue so a resource can be assigned to the case.

Serial Numbers

Please include the serial number for all hardware support requests and items under warranty when the item has a serial number.

Out-of-Warranty Support Requests

Out-of-warranty requests are handled as quickly as possible, usually within 1-3 business days.

File Attachments

File attachments are not permitted using this webform. Once a case is open files may be sent via email (up to 25 MB). Files supported: PDF, PNG, JPG, DOCx, XLSx, VSDx, PPTx, ZIP, TGZ, TAR, XZ.

Support Request Response Times

Response-times for new cases will vary as shown in the Support and Warranty Plans.

Warranty Verification

If our warranty dates differ from your expectations, OSS reserves the right to ask for a copy of your order or invoice for warranty verification before providing technical support. In most cases, the order or invoice numbers is all that is needed for warranty entitlement.