• Product name, PCB version, BIOS version, and product S/N
• Model and specification of applied peripherals
• Application software and version, including OS and AP testing program
• Application environment (for example temperature, humidity, and vibration)
• A clear description of the problem-is it reproducible

(2) After we have received the information, it will be reviewed by an application engineer.Customers will receive an initial reply and a CSA (Customer Service Authorization) within four working hours. If service requires additional charges, the customer's oral consent and a signed confirmation are required before any further service can be provided.

(3) Due to the wide spectrum and applications of products, starstech is unable to fully prepare all required software and hardware facilities. In order to conduct application environment simulation for a solution, customers are required to provide related facilities for testing.

(4) Application Engineers will contact customers with updated status reports until the problem is resolved.

(5) Application Engineers will contact customers within 48 hours to confirm whether the provided solution is valid. The case will be considered closed if either the solution is valid or customers do not reply after receiving the third confirmation from the Application Engineers.

2. Product Quality Proble:
(1)The procedures for a product quality problem are the same as those outlined for an "application solution".

(2) Provided defective products need to be sent back for analysis and repair, after sales maintenance procedures apply. However, Application Engineers will still follow up the product status.

3. on-Site Technical Service
(1) Application Engineers will contact customers within four working hours upon request to confirm the product application environment and the characteristics of the problem. Customers will be contacted via telephone or email in order to reduce the cost to our customers.

(2) If on-site technical service is necessary, starstech will confirm the service charges, on-site location, and technical support visitation time with the customer.

(3) After completing the on-site service, Application Engineers will fill out an On-Site Technical Service form. Customers are required to sign it for confirmation of services rendered.

(4) The technical-support fee will be charged to the customer. (For more details, please refer to the "Technical Support Policy.")


4. Normal Technical Service Requests
(1) Application Engineers will contact customers within four working hours after conducting study to determine the problem with the received merchandise.