How does TUXEDO-Support work? - TUXEDO Computers

When you as a customer address a technical question to us, two worlds meet. You as a customer have a problem that you have more or less insight into. We have trained employees in our support department who do not know your level of knowledge and therefore do not know per se at which level they can best answer you in order to solve your problem as quickly as possible. 

What is covered by our support offer?

Our support via email or phone primarily covers the hardware we sell and the software packages from our repositories. Beyond that, we're happy to help when we can, but this does not create a claim for support. Further information on this can be found in our support guidelines.

What information do you need from me?

You as a customer can help us to support you in the best possible way by asking questions and providing information. Foremost, you must give us as much information as possible about your problem when you first contact us by phone or e-mail:

• Your order number and, if you have, a ticket number
• How long has the problem been occurring?
• Does the problem occur reproducibly?
• Can you reproduce the problem or does it occur unprovoked?
• If you can reproduce it, what are the necessary steps to do so? 

Providing this information will help us assess whether the issue is one for which a solution already exists, and thus we do not need to take up any more of your valuable time. If we are unable to resolve the issue with the information provided, we will send you a ticket number so that all information about the issue is consolidated into one point. 

More information needed?

At this point, we require detailed information about the hardware and software you are using. For this purpose, we have created a tool to read this information from your device. This diagnostic tool is integrated into our TUXEDO Control Center, you can find it under the support item on the bottom left. There you go to System Diagnostics and follow the instructions. Thereupon, after entering your ticket number, the relevant information will be sent to your ticket with us and we will try to clarify the issue quickly. If your device no longer starts, you can also send the information to us via the TCC on the live ISO. You can find out what information is collected in a separate article on the subject. There you will also learn an alternative way to read out the system information via script.

Remote maintenance

If an issue can't be solved with conventional methods, our support team may offer to access your device directly via remote maintenance. For this purpose, a switch for the installation of the remote maintenance software AnyDesk is integrated in the TCC under the item Remote Maintenance Support. Of course, you alone decide whether you want this or not. If you agree, you can follow exactly what we are doing on your device on your screen. This option is available from within your installation as well as on the live ISO of TUXEDO OS. You can learn more about this offer here. 

Spare parts

If it turns out that your device needs a spare part, we offer a service where we send you easy to replace parts like fans or keyboards in advance and you replace them yourself. This saves you from having to do without your device while we exchange the spare part.

RMA

The aforementioned advance exchange is a soft form of RMA, which stands for Return Merchandise Authorization, which is the authorization to send a device back to the vendor for repairs. We hope it won't happen to you, but if it does, what should you do if our support team's analysis shows that your device needs to come to us for repair? 

First of all, you should perform a data backup. You can learn how to do that in a separate article in our knowledge base. To initiate the procedure, you will receive a DHL return label from us, which will enable you to send your device free of charge in Europe. We will inform you as soon as we have received your device. Repairs are usually completed within 1.5 - 3 weeks. If you have purchased your device within the last six months, the repair will be prioritized.

Once the device is on its way back to you, you will receive the shipment number to track the package. In the package you will find the delivery bill, which will decipher for you what repairs were made and what spare parts were replaced.