Tech. Support
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Customized Made Standard 616/2019

Customized Made Standard 616/2019

Novasom Industries is committed to give its customers the solutions they need, which is much more than just a standard board.

This approach, often starts from a global picture with our typical opening:” Don’t just tell me what you need, but tell me ‘What do you need to do?’”. We are pleased to offer our customers the benefit of our experience that through innovation allows an optimal solution.

Optimal performance and lowest price, which are universally desired, are often obtainable only by developing a “dedicated project”, especially when volumes of the related board go on several thousand. Every inefficiency is a big problem, every external adapter thought to solve an initial lack is another. And we can also go deep and say: every component you don’t need in your solution is an inefficiency we need to fix. I am not only talking about the direct cost which we can understand (a chip or a connector you don’t need is a clear cost), but also the industrial cost that comes with it: from the purchasing to the assembly to the availability and so on. Ending with the famous: If it isn’t there it can’t break.
We firmly believe in this, because we are an industrial minded company, so reliability, robustness and the strength of our solution is always on our mind.

But how to solve the unpredictable need of any customer with an SBC?

If we add everything, to be able to support everybody always, our SBC will become fat and expensive.

If we think of the infinite permutations, we may have defining an SBC for each, our product catalogue will go up to the moon… so, not feasible.

Thinking and thinking again, and coming from many years of engineering, we have started by defining and producing several lines of SBCs targeted to specific sectors we do business with, from the Industrial HMI to the Low power, or digital signage. This splits the elephantine problem into more human dimensions.
But still, the specific needs within any of these application fields is different for each customer, and the possibility offered by a low-level configuration of the CPU we use will leave us with the assurance that it will still be not optimal because what is unique to the customer is still not done.
Take a GPIO for example: It’s easy to say GPIO, but at the end of the day, you need an input, or you need an output.

So, thinking and studying (yes, we are a thinking engineering company) the idea comes as a flexible design and engineering process with capabilities able to be unmounted and mounted again as soon as the customer’s problem is clearly identified.
By reusing all the things, we have done in a sort of complex copy and paste design, where a lot of things have no risk because the design is already done and proven.

Yes, the big problem was our original risk of spending 10 times the scheduled time

if not even getting blocked by an insolvable technical or industrial problem to develop our original designs.

This is the way we have done do make our catalogue Novasom boards.

As you can now see, our solution using our embedded computer experience, is a sort of

Remove

Rearrange

Add needed functions

Re-assemble

construction game at the board design level

With our absolute control of the software kernel and using our embedded computer IP and modular functions we can match the customer’s real need with low/no risk. We can embed a customer’s hardware IP if needed for optimization of the solution or, if needed, develop an auxiliary board for easy connections for an ideal solution.

It comes from our R&D clearly. But it is something doable that will give to you the quickest safest solution that you will ever find on the market.

And to better work with our customers, because this magic unmounting and reassembly process requires clear information and working together as a team as the project develops, we have implemented a dedicated collaboration tool that will simplify the job and avoid confusion and misunderstanding: which are our major enemies in this phase.

After that, in a short while, our customer will get their custom product, as magically made as our standard, where it inherits all our experience, summarized into engineering (HW and SW) industrial and manufacturing knowledge that will become “Your Product”.

This is the only right approach to finding a solution for a volume need.

As we say to our customers:
“Give us a Problem we will give you back a Solution.”


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.