Requesting Support
Serialio Customer Support Engineers (CSEs) are available between 9:00am – 5:00pm Central Time Monday-Friday.
Customers can submit a support request for products under warranty via these two methods:
- Fill out the “Submit a request” form.
- Send an email to support@serialio.com.
Either method will generate a numbered ticket in our Support database.
Requests submitted in this manner will ensure the appropriate Serialio Customer Support Engineer responds in a timely manner.
Customers can typically expect an initial response within 2 business days after creating a support case. The time to discover full resolution of a case depends on the level of technical complexity.
Note: For certain customer requests, we may ask the customer to contact their Serialio Partner first. We rely on our partner network to be the first line of support for their customers since they are in the best position to help answer questions and troubleshoot their solutions which include Serialio products. If the Serialio Partner needs help to resolve their end-customer requests, they should contact Serialio Support for assistance.
Basic Hardware & Software Support
Basic Hardware & Software Support is provided on any order of 10 units or less, including Mobile Order and Mobile Grid subscriptions. The Serialio.com Support Center can receive support case emails on any day, at any time. Emails will be addressed during normal business hours according to SLA Tier. Serialio.com’s normal business hours are Monday through Friday, between the hours of 9am to 5pm local central time, excluding statutory holidays.
Basic setup support includes:
- One 15 minute phone call for training and setup
- Critical software updates, product enhancements, and new release notifications
- e-Support platforms including Incident Management, Knowledge Database, Serialio.com
Case/Ticket submission allotment:
- Low Priority – Unlimited
- Medium Priority – 2 per quarter
- High Priority – 0 per quarter
- Critical Priority – 0 per quarter
Additional ticket allotments can be purchased.
Standard Hardware & Software Support
Simplify the management of resources and administrative tasks associated with supporting applications across your environment. The Serialio.com Support Center can receive support case emails on any day, at any time. Emails will be addressed during normal business hours according to SLA Tier. Serialio.com’s normal business hours are Monday through Friday, between the hours of 9am to 5pm local central time, excluding statutory holidays.
Standard setup support includes:
- One 1hr phone call or webinar for training and walk through of your solution
- One 1hr follow up call for clarification and final setup
- Critical software updates, product enhancements, and new release notifications
- e-Support platforms including Incident Management, Knowledge Database, Serialio.com
Case/Ticket submission allotment:
- Low Priority – Unlimited
- Medium Priority – 6 per quarter
- High Priority – 3 per quarter
- Critical Priority – 1 per quarter
Additional ticket allotments can be purchased.
*Standard support is not included with the Scanfob Line
Premium Hardware & Software Support
Premium Support is an add-on support enhancement. It provides all of the coverage of Standard Support but expands the number of support incidents to double that of standard while doubling the personal assistance when onboarding and rolling out the solution. It is designed to address the needs of many enterprises with mission-critical data management environments.
The Serialio.com Support Center can receive support case emails on any day, at any time. Emails will be addressed during normal business hours according to SLA Tier. Serialio.com’s normal business hours are Monday through Friday, between the hours of 9am to 5pm local central time, excluding statutory holidays.
Premium setup support includes:
- One 2hr phone call or webinar for training and walk through of your solution
- Two 1hr follow up calls for clarification and final setup
- Critical software updates, product enhancements, and new release notifications
- e-Support platforms including Incident Management, Knowledge Database, Serialio.com
Ticket submission allotment:
- Low Priority – Unlimited
- Medium Priority – 12 per quarter
- High Priority – 6 per quarter
- Critical Priority – 2 per quarter
*Additional ticket allotments can be purchased.
Support Account History Reports, provided upon request
For more information on Premium Support, please contact your Serialio.com account manager.
PRODUCT RETURNS (RMA)
Serialio utilizes the support process to handle all requests for product returns. Once a customer has created a new support case, a CSE will work with the customer to jointly troubleshoot the issue for products under warranty. No return of products will be accepted by Serialio without a Return Material Authorization (“RMA”) number, and returned products must be in Seller’s original shipping cartons complete with all packing materials or other shipping cartons approved by Seller in advance.
Serialio.com reserves the right to refuse returns of products received without all original packaging and accessories, or if the product is damaged, in unsellable condition or found to be faulty due to excessive use outside the scope of warranty e.g. such as water or drop damage. By shipping an item to Serialio.com under an RMA you implicitly accept and agree to these terms and conditions and return policy posted on our site.
RETURN WINDOW
Customers have 30 days from the date of invoice to request a return for refunds or exchanges. Customers have the length of the warranty period (up to one year) to request a return for warranty or services. Once a return is approved by Serialio.com, the RMA number issued is valid for 30 days from the issue date.
RETURNED ITEMS
All item(s) must be returned in the original manufacturer’s packaging—with all manuals, cables, warranty cards, static bags, etc. (exactly as the Customer received them).
The product box must be clean and undamaged, with no marks of any kind; this includes stray marks, stamps, shipping labels, or writing (e.g., written RMA numbers). All products must be double boxed.
It is serialio.com’s sole discretion to determine if items are covered by warranty e.g. water damage, excessive wear or abuse are not covered.
RESTOCKING FEES
Returns are subject to a 15% restocking fee. If the return is accepted despite a violation of return conditions, the customer will be charged a total fee of 25% (includes 10% Replacement Processing fee + 15% Standard Restocking fee).
Circumstances in which Serialio may apply restocking fees include (but are not limited to) the following:
- The customer simply changed his or her mind or is returning a non-defective product.
- The returned merchandise is received without all original accessories.
- The returned merchandise is received without the original packaging, or the original packaging is damaged.
- The RMA number is expired or invalid.
SHIPPING
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
To return your product, you must mail your product to:
Serialio.com
715 Discovery Blvd, Ste 510
Cedar Park Tx US 78613
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Refunds
Returns for a refund (to the original payment method or store credit) may occur within the 30 day return period. Returns for a refund are handled as follows:
- You (the customer) must request a return.
- Serialio will review the return request. Before approving your request, an agent may contact you to collect more information related to the problem you’re experiencing with the product(s) or to attempt to resolve the issue remotely / over the phone.
- If we approve your request, Serialio will send you an email stating that your request is approved with shipping instructions.
- If we deny your request, Serialio will send you an email stating that your request is denied and the reason(s) why.
- If your request is approved, you will ship the item(s) to Serialio (see shipping).
- Once Serialio receives the return, a technician will thoroughly test and review the returned item(s) to make sure they are in resellable condition.
- Once testing is complete (and all items pass inspection), we will alert you via email and continue processing the refund.
Exchanges
Exchanges may occur within the 30 day return period if the customer wants to switch out the purchased item for another.
The items do not need to be equal in cost: If the new item is more expensive than the original purchase, the customer must pay the difference in cost. If the new item is less expensive than the original purchase, Serialio.com will refund the difference in cost.
Exchanges are handled as follows:
- You (the customer) must request a return.
- Serialio will review the return request. Before approving your request, an agent may contact you to collect more information related to the problem you’re experiencing with the product(s) or to attempt to resolve the issue remotely / over the phone.
- If we approve your request, Serialio will send you an email stating that your request is approved with shipping instructions.
- If we deny your request, Serialio will send you an email stating that your request is denied and the reason(s) why.
- If your request is approved, you will ship the item(s) to Serialio (see shipping).
- Once Serialio receives the return, a technician will thoroughly test and review the returned item(s) to make sure they are in resellable condition.
- Once testing is complete (and all items pass inspection), we will alert you via email and continue processing the exchange.
Warranty Returns
Returns for warranty include any return of a product that is covered under warranty. Warranty returns are handled as follows:
- You (the customer) must request a return.
- Serialio will review the return request. Before approving your request, an agent may contact you to collect more information related to the problem you’re experiencing with the product(s) or to attempt to resolve the issue remotely / over the phone.
- If we approve your request, Serialio will send you an email stating that your request is approved with shipping instructions.
- If we deny your request, Serialio will send you an email stating that your request is denied and the reason(s) why.
- If your request is approved, you will ship the item(s) to Serialio (see shipping).
- Once Serialio receives the return, a technician will thoroughly test and troubleshoot the returned item(s) and may contact you for more information throughout the testing process.
- Once testing is complete (and the return reason is verified), the returned item(s) may be repaired in-house or sent to the manufacturer for repair.
- If the item(s) must be sent to the manufacturer for repair, an agent will contact you with the anticipated lead time. The manufacturer may repair or completely replace the returned item(s).
- Once repaired, Serialio will ship the returned item(s) back to you.
- If we are unable to repair the item(s), we will contact you with your options, which may include replacing any damaged item(s) with a refurbished equivalent. Any replacement item(s) will take on the remaining warranty of the original item(s).
Customer Responsibilities
To request a return for warranty reasons, you must first submit a support request. If the technician is unable to solve the issue remotely, we will issue an RMA.
INTERNATIONAL RETURNS
Customer must clearly mark package and all customs documents as a RETURN. Ship package as a FREE DOMICILE SHIPMENT. Failure to declare a package as a free domicile return shipment could result in brokerage fees. Duties, taxes, and brokerage fees may be charged on any shipment with a value of over $200.00. The customer is responsible for ALL expenses related to the shipment of a package to our warehouse and agrees to reimburse Serialio.com the full invoice amount of any assessed fees for the inbound RMA shipment that are billed directly to Serialio.com. The customer also agrees to pay an additional $15 International Package Services processing fee. Payment must be remitted IN FULL prior to RMA processing. Please verify with your local postal service the correct procedures for mailing an international return RMA shipment.
International Warranty Exchange RMAs will be shipped to the customer via Priority International Mail or comparable service at no cost. Shipping can be upgraded at customer’s expense. RMAs will be shipped to the customer via Priority International Mail or comparable service at no cost. Shipping can be upgraded at customer’s expense.
Initial Limited Hardware Warranty and Extended Warranty
If the product is determined to be faulty, the CSE will authorize the customer to ship it back to Serialio. Once we receive and verify that the product is defective, we will either send the customer a new replacement product, credit the customer’s account (if within 30 days of purchase) or ship the product back to the customer after it is repaired. We currently do not offer a repair service for products whose warranty has expired. The standard RMA process generally takes 3-5 weeks to complete.
END OF SUPPORT/END OF LIFE
As products reach their End of Life (no longer for sale) and End of Support (no longer supported by Serialio), notices will be posted in the “Newsletter” section of said product family.
Support Service Level Agreements (SLA)
| Issue Severity | Definition | Definition Working Hours | Support Response Time |
|---|---|---|---|
| Critical | A significant business impacting issue that interferes with normal business operations. | Mon-Fri 9am – 5pm CDT | < 8 Business hours |
| High | A business impacting issue that does not affect normal business operations. | Mon-Fri 9am – 5pm CDT | < 4 Business hours |
| Medium | All other issues. | Mon-Fri 9am – 5pm CDT | < 2 Business days |
| Low | Issues designated by the partner as low priority, such as minor feature requests | Mon-Fri 9am – 5pm CDT | < 5 Business days |
| Examples of Issue Severity | ||
| Product | Critical Severity Examples | High Severity Examples |
| (All Cloud Products) | Complete service outage | Partial service outage |
| Stratus-io | The inability to access or sync data | Slow file syncing |
| idChamp | Device will not connect | Device disconnects randomly |
| Bluesnap | Device will not connect | Device disconnects randomly |
| Scanfob | Device will not connect | Device disconnects randomly |
*Any free, demo, or trial services/product are not eligible for receiving Critical or High levels of service.
*All tickets relating to non-paid services will be treated with Medium or Low Severity.
| Reader/Writer/Scanner/Adapters | Software | Battery | ||||
| Category/Item | Basic Warranty | Standard Warranty | Extended Warranty | CIH/Stratus | Standard Warranty | Extended Warranty |
| Term | 1 year | 1 year | 1, 2, or 3 year (Ext. Plan required) | 1-year Subscription | 90 Days | N/A |
| Reader/Writer/Scanner/Adapter | ||||||
| RMA request – initial response time | 5 Business Days (Mon-Fri) | 2 Business Days (Mon-Fri) | 2 Business Days (Mon-Fri) | N/A | ||
| Part replacement shipped | After defective unit is received by Serialio and analysis completed | After defective unit is received by Serialio and analysis completed | After defective unit is received by Serialio and analysis completed | N/A | ||
| Firmware/Software/Licenses/API | ||||||
| SDM library updates | Included | Included | Included | Included | ||
| CIH/Stratus updates | N/A | N/A | N/A | Included | ||
| Firmware updates | N/A | Included | Included | Included | ||
| Support | ||||||
| Support portal self-help access | Included | Included | Included | Included | ||
| Email support (in English) | Mon-Fri 9am – 5pm CDT * | Mon-Fri 9am – 5pm CDT * | Mon-Fri 9am – 5pm CDT * | Mon-Fri 9am – 5pm CDT * | ||
| Initial response time for non-RMA requests | 5 Business Days (Mon-Fri) | <2-3 Business days (Mon-Fri) | <2-3 Business days (Mon-Fri) | <2-3 Business days (Mon-Fri) | ||
| Supported firmware, development libraries, and software versions | Current release only | Current release only | Current release only | Current release only |