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:

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?
Gold Support Customers:
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.

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