Support
Policy and procedure for everything after your order ships, and the people to contact for each.
Procedure text is draft pending confirmation of SOLAIYA DPD operating policy
Site preparation, delivery scheduling and on-site installation where included in your order.
Installation services are quoted as part of the original order. Where installation is included, we contact the delivery point of contact to schedule work once shipment is confirmed.
Site preparation requirements — power, rack space, network connectivity — are provided in writing ahead of the scheduled date.
Manufacturer warranty terms as they apply to products purchased under this contract, and how to open a claim.
Products supplied under this contract carry the original equipment manufacturer's standard warranty. Warranty duration and terms vary by manufacturer and are stated on the quote for each line item.
To open a claim, contact warranty support with the contract number, order number and the affected part number.
Coverage options, how to add coverage after purchase, and how existing coverage is verified.
Extended warranty and software maintenance are supplied as product line items rather than services, and may be purchased with the original order or added later where the manufacturer permits.
Contact warranty support for a quote covering existing equipment.
Hardware fault diagnosis, return authorisation and replacement part dispatch.
First-line diagnosis is provided directly. Where a fault requires manufacturer involvement we open the case on your behalf and remain the point of contact through to resolution.
Return authorisations are issued in writing with return shipping instructions.
Licence keys, entitlement and renewal questions, and escalation to the publisher.
Licence keys and entitlement documentation are issued on delivery. Where a publisher requires registration in the end user's name, we provide the documentation needed to complete it.
Renewal notifications are issued ahead of expiry for maintenance purchased through this contract.
Returns, transit damage, invoicing questions and anything not covered above.
Damage in transit should be reported within five business days of delivery so that a carrier claim can be opened.
Invoicing and payment questions are handled by the program office.