Requesting service & technical assistance

TECHNICAL ASSISTANCE

As a support member, you can easily submit your support requests by email, or via the online "Support Request" form opposite.

Need some help? Get support now ! 

If you already purchased from one of our local distributors or resellers, we advise you to contact them first. All our distributors and resellers have also been certified as Support Partners, and provide local, high value and quick response. They have a direct access to Opale Systems Support teams, including our development teams for the most demanding issues to solve.

All requests are automatically acknowledged with a generated incident ticket number. If you don't receive any confirmation, please check your spam folder. Our standard delay for 1st response or call back is 1 business day.

SERVICE REQUESTS

All requests for hardware repair or calibration service must go through Technical Assistance above described.

Service		Process
Technical Assistance		Technical Assistance will verify Support membership, Our expert will come back to you by email or phone call, to qualify and solve your issue. If applicable, your request may be assigned to a Certified Support Partner, for better local support in your timezone. If required, your ticket can be escalated to our development team next door.
Calibration		Technical Assistance will verify Support membership. You will receive an RMA# with shipping instructions by email Your unit will be calibrated with priority turnaround once received at our premises (usually 5 open days).
Repair		Technical Assistance will verify Support membership Our expert will qualify the actual repair needs A loaner unit can be arranged if applicable (depends on local support partner presence, spare stock levels). You will receive an RMA# with shipping instructions by email. Your unit will be repaired with priority first-on-bench service.

Please note: You will be asked for your product serial number to verify Gold entitlement.