How does TUXEDO-Support work? - TUXEDO Computers

When you address a technical question to our support team, two worlds collide. As a customer, you have a problem that you have more or less insight into. Our support team is made up of trained employees who do not know your level of knowledge and therefore do not know per se the best level at which to answer you in order to solve your problem as quickly as possible.

What is covered by support?

Our support by e-mail or telephone primarily covers the hardware we sell and the software packages from our repositories. In addition, we are happy to help as far as we can without this giving rise to any entitlement to support. You can find detailed information on this in our Support guidelines.

What information do we need?

As a customer, you can help us to provide you with the best possible support by asking questions and providing information. Firstly, it is important that you 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 available) a ticket number
• Since when has the problem occurred?
• Is the problem reproducible?
• Can you reproduce the problem or does it occur unprovoked?
• If you can reproduce it, what steps do you need to take?

Providing this information helps us to assess whether the problem is one for which a solution already exists and we therefore do not need to take up any more of your valuable time. If we cannot solve the problem immediately with the information provided, you will receive a ticket number from us so that all information about the problem is collated in one place.

Additional information via system diagnostics

At this point, we need detailed information about the hardware and software you are using. We have created a tool to read this information from your device.

This diagnostic tool is integrated into our TUXEDO Control Centre or TCC for short, you will find it under Support at the bottom left. There, go to System Diagnostics and follow the instructions. After entering your ticket number, the relevant information will be sent to your ticket and we will endeavour to resolve the issue quickly.

If your device no longer starts, you can also send us the information via the TCC on the Live-ISO. You can find out what information is collected in a separate article on this topic. There you will also find an alternative way to read the system information via script.

Remote maintenance

If a problem cannot be solved in any other way, our support colleagues may offer to access your device directly via remote maintenance. For this purpose, a button for installing the remote maintenance software AnyDesk is integrated in the TCC under 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 also available from your installation as well as on the live ISO of TUXEDO OS. You can find out more about this offer here.

Spare parts

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

RMA

The aforementioned advance exchange is a soft form of RMA, which stands for „Return Merchandise Authorisation“, i.e. the authorisation to return a device to the seller. We hope this won’t happen to you, but if it does: What do you need to do if our support team analyses your device and decides that it needs to be returned to us for repair?

Firstly, you should make a data backup. You can find out how to do this in a separate article in our knowledge database. To initiate the procedure, you will receive a DHL return label from us, which authorises you to return 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 to 3 weeks. If you have purchased your device within the last six months, the repair will be prioritised.

Once the device is on its way back to you, you will receive the consignment number to track the parcel. You will find the delivery note in the parcel, which will tell you what repairs have been carried out and which spare parts have been replaced.