TUXEDO Support Guidelines - TUXEDO Computers

We at TUXEDO Computers are proud of our friendly and competent support for hardware and software, which we offer to our customers in German and English. The support takes place on several levels. Easily accessible for everyone are our social media portals like Reddit, Mastodon, Twitter, Facebook or Instagram. There we not only publish the latest news about TUXEDO but also answer questions about hardware and software. The community participates lively in problem solving especially on Reddit.

In-house support

Our internal support team is not located in a call center, but in our company and consists of professionals for hardware and Linux, who do not give up easily when it comes to solving problems of our customers.

Unfortunately, in the past we have not always made it clear enough which areas are covered by which form of support. We want to make up for that with this article.

Who is entitled to which form of support?

To make this clear, we first define three groups that can make use of our support in different ways:

• Customers who own a TUXEDO device and use it with an operating system directly supported by us (currently TUXEDO OS, Ubuntu 22.04, Kubuntu 22.04 and Ubuntu Budgie 22.04).

• Customers who own a TUXEDO device and operate it with an operating system not directly supported by us.

• Users running TUXEDO OS on a third-party device

Customers who own a TUXEDO device and use it with an operating system directly supported by us.

Customers who own a TUXEDO device and use it with an operating system directly supported by us are entitled to support in case of problems with the hardware and operating system of the purchased device. Software support refers to the operating system and apps created by TUXEDO, such as Tomte and the TUXEDO Control Center, not to other (pre)installed software. If a pre-installed application does not work, we will try to help, but without claiming to solve the problem. Also not included are, for example, setting up a printer, setting up a VPN connection or explaining how applications work.

You can inform us of your issues on our social media portals or contact our support team right away. Some issues can be solved on social media, others cannot. If we can’t resolve the issue there, please open a ticket with support.

Customers who own a TUXEDO device and operate it with an operating system not directly supported by us.

Customers who own a TUXEDO device and run it with an operating system not directly supported by us have full support for the hardware of the purchased device. Depending on the installed operating system, we try to help, but again without any claim. We can not test all operating systems and even less know their specifics. With Ubuntu, Debian, Fedora, openSUSE and their derivatives we can help more without obligation than with NixOS, Qubes OS or Gentoo.

Users running TUXEDO OS on a third-party device

We are happy about users who use TUXEDO OS on third-party hardware. However, this does not result in a claim for support. Since we know our operating system well, we try to help you in our social media channels. Support from the support team is unfortunately not possible in this constellation.

What hardware is covered by support?

The support includes the hardware purchased from us, so for example a TUXEDO notebook in connection with a TUXEDO docking station. In case of problems with a TUXEDO device in connection with a dock of another manufacturer, we try to help, but of course, we do not know all docks.

In order to get the smoothest support possible, please note the following:

You can find out how to contact our support on our website. In our fortnightly Newsletter you will always receive the latest information about product news, important changes to TUXEDO OS and other news about TUXEDO. More information about the support case process can be found in a separate article.