Tech. Support
(request for new user)
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AUTOMATION

We support our customers to make possible what seems impossible

Automation

Novasom Industries Single Board Computers have all of the capacity required to perform most automation tasks and, when needed, can be “specialized “ thanks to specific extension boards.

These computers have some significant advantages over using a typical embedded computer for the applications to which single board computers are often put.

Our SBCs are very small. This allows them to be embedded in devices where space is very limited. The SBCs have also very low power consumption that allows a fanless design.
But high reliability and a “never stop” design philosophy sometimes are not enough.
As mentioned above, the industrial automation world needs to integrate specific - proprietary bus and software. Profibus or EtherCAT hardware, SQL or SCADA software are often compulsory.

The Novasom Industries’ boards have been designed to be

01

flexible

02

open

03

stable

04

support all needs in any way

Moreover, all the Novasom Industries’ hardware has been developed considering the worst conditions where noise and EMC problems are everyday life.
We support our customers to make possible what seems impossible, from the hardware connections up to the software issues.
Our design processes, from the architecture of the board to its OS, have always considered leaving “the door“ open for solutions to the problems coming tomorrow from the field.

ALL APPLICATIONS

HUMAN MACHINE INTERFACE

HUMAN MACHINE INTERFACE

INTERNET OF THINGS

INTERNET OF THINGS

FOOD & BEVERAGE

FOOD & BEVERAGE

DOMOTIC

DOMOTIC

NETWORKING – ICT

NETWORKING – ICT

AUTOMATION

AUTOMATION

HEALTHCARE AND MEDICAL

HEALTHCARE AND MEDICAL

TRANSPORTATION & LOGISTICS

TRANSPORTATION & LOGISTICS

INFOTAINMENT & DIGITAL SIGNAGE

INFOTAINMENT & DIGITAL SIGNAGE

KIOSKS & VENDING MACHINES

KIOSKS & VENDING MACHINES

We believe that a good technical support is one of the key of our and your's success. To give you the best services we can, our engineer need to understand your request , may be replicate the probem you ask , and give you a proper and sure answer. In order to do this in a structured way, we use a process and a management tools that will require a minimum process time and proper tools to avoid miss information with " quick email" .

Thanks for understand that.

Please follow the instructions below

Step 1 - Fill in the form

Step 1 - Fill in the form

To better help you, we need to identify you and your company. Please insert your company e-mail and your company name in order to allow us to easily identify you and to offer to you the best possible support. To send the request, you must accept the support conditions. After completing everything, click "Send".

This authorization will be done as soon as possible, within our business working day UTC + 2. As soon as we process the request, typically 24-48h, you will receive an email with the credentials at the email you indicate as contact. Be sure it's correctly written. A phone number will help us in case we need to contact you.

Step 2 - Access credentials

At the e-mail address entered in the initial form, an e-mail will be sent with access credentials.
Step 3 - Login with the credentials you receive

Step 3 - Login with the credentials you receive

Reconnect to the site and, with the your credentials, do the "Login"
Step 4 - Read Documentation or open a Support Case

Step 4 - Read Documentation or open a Support Case

Once logged in you will have the opportunity to choose between "Documentation" and "Cases"

"Documentation" is the section where you can find manuals, application notes and other documentation useful to make your product work. TIP: before opening a case, try to take a look at this section, the resolution of your problem could be at your fingertips.

"Cases" is the section where you can open the real requests for assistance and have a direct contact with our support team. Our target is to help you in the shortest time we can, but our main purpose is to give you a good and proper answer. Those things require time, to understand, because those things are complex and every customer is important to us.
Thanks for understanding
Step 5 - To open the Case go to

Step 5 - To open the Case go to "Cases" and select New Case

Step 6 - Fill the technical support form

Step 6 - Fill the technical support form

A new form will open and you’ll be able to insert the type of request and the type of problem. We ask you to be as precise as possible including, in addition to the problem encountered, and the identification data of the board/product (product number, serial number, DC, order code); in this way we could offer you the best possible support.
After entering all the data, press "Send". The request comes directly to our support team who will try to give you the best assistance in the shortest possible time.
TIP: to make the support as efficient as possible install on your computer Team Viewer, headphones and microphone: they may be useful to communicate with our team.

Move to below step 7

Step 7 - How to see all open Cases (will this be by company or by individual?  If individual you can indicate “your” open cases.)

Step 7 - How to see all open Cases (will this be by company or by individual? If individual you can indicate “your” open cases.)

Pressing "List Case" you’ll have the history of all the open Cases and you will to be able to monitor their statuses, maintain a dialog with our support team and to close once resolved.

Request that once a case is opened you try to maintain a dialog within the case and not start a new case unless it is for a separate “problem” warranting a separate technical investigation.