When to Contact Technical Support
The technical support service can be contacted at week days from 10.00 am till 5.30 pm by EST time (GMT -5), by telephone or via email (see details below)
What should I have ready before contacting support?
We have had to implement this process for a few reasons, mainly we are shortly hoping to be ISO 9002 approved and need to ensure we comply with requirements, as well ensuring our customers get support first, as a result of many calls we get from users that cannot get support from their current vendors, who have simply abandoned their customers. We wish to ensure our customers get first priority.
- Your order ID (When you placed the order if you do not have hard copy, then it would have been emailed to you from sales [at] simplynasbusiness.com. Failing this, please have the invoice number provided with the system.
- Product Manufacturer and Model
- Serial Number.
- Make sure you have a back-up of the information on your NAS, if you have not backed up as yet, we strongly recommend you do, as the risk of losing data is at all times very high when support is being sought.
What should I expect?
Our target is to deal with each technical support query within 24hrs, with utmost degree of courtesy, integrity and empathy. If we are unable to resolve your problem or feel it is appropriate for recommending you to our manufacturing partner, we will do so, as and when we think this will be beneficial for resolving the issue. It is always important to remember that the specialist will base his/her recommendation for resolving the issue entirely on the information that you will provide.
Before calling to technical support Please be ready to answer the following questions:
- Pertinent details about your NAS system - manufacturer, model and the configuration (all this information is provided by us in the form of our sales invoice and configuration sheet that accompanies every configured system)
- Your technical issue and error state if any
- Any peculiar instances prior problem occurrence.
- Do you have back-ups? if not make them before calling if at all possible.
- Is you NAS connected to a network? If yes — contact your system administrators first, to ensure it’s merely not a networking issue and if they can't solve your problem they should contact technical support themselves.
- Details: when did the problem first appear? What had you been doing before the problem appeared? Very often this information allows us to resolve your problem quickly.
When talking to support personnel do not forget that the person cannot see your computer. All information that helps the support person to rectify you problem is based on your words. So it is very important that you describe your problem with detailed precision as the consultant might not know some facts which are obvious for you. For example, it can take a lot of time to find out the reasons why the NAS cannot be seen on your network because you had a power cut and since which the NAS has been inaccessible.
Remember, telephone support has its restrictions and not every problem can be rectified per phone. Do not blame the consultant for refusing to explain you how to login into system firmware and for suggesting you to contact the manufacturer support team – the consultant simply soberly evaluates your knowledge and realizes what will be the consequences of unskillful and inaccurate actions.