Tech. Support
(request for new user)
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ENGINEERING AND SUPPORT

The applications that our customers face every day are complex challenges, where the presence of an SBC like the Novasom Industries’ SBC, which is stable, industrial, well-functioning and supported, is only one of the ingredients.

Fundamental, but not always enough. Our target it to accomplish all the customers’ requirements and let them SW engineers test them application Software on our board without struggling with hardware or Kernel -BSP level demand, because we know that our production process is there already stable and monitored to assure quality and stability in the production flow.
What can you do if who sold you your embedded board is a producer with no engineering infrastructure able to solve your problems?

Nothing. You made a mistake and now you must pay the price. But we are here to help you in the safest way driven by our experience. Because we have done it already!

If you choose a Novasom Industrial single board computer
If you choose a <strong>Novasom Industrial single board computer</strong>

You can count on an engineering infrastructure established 15 years ago and used to solve its customers’ problems. Our company approach: we develop solutions and not just make products.

Our engineering support is so well organized that we offer as “standard item”, with a fixed price, the customization of our boards including the first run of 5 Alpha prototypes.

Our typical Flow

     
  • Product Specification: we take extremely care fixing all the requirements ad initial and fundamental milestone of every project. Dedicated tools and experience on architectures of similar project like yours are driving us.
  • Product Design: our engineering department designs using modern tools for simulation and routing, and a neighborhood approach with the customer’s engineering dept, meantime being constantly in contact with the biggest CHIP manufacturers and distribution chains to be updated on the new technology, keeping attention to longevity and reliability of the things we do up to the safety design. The concept is “industrial build to last”. Our root is our experience. We are engineers: we do what we know, we know what we do. A modern and proactive project management approach will help us to fix your target in time and features.
  • Prototype Debugging and Testing: after a schematic design and a routing of the PCB, taking extremely care of the high speed section of our embedded things, our engineers build the Alpha – first run – of our prototypes using a solid and very well-known partner as assembly site , in order to be directly in contact with the production facility and solve the initial production problems. Fast and sure. The prototypes arrive in our labs and the initial debugging and testing phases start by installing the boot-OS, mapping the correct BSP and kernel drivers. It should be noted that our product portfolio allows us to reuse a lot of IP done in the past to deeply and completely test all the required features. Fast and safe. Certification: if a certification is required, our labs are able to accomplish CE and FCC standards, as military or railway (like EN50155, Mil461e, etc.). All the certifications are done in Certified labs with 3rd part reports on all the EMC-ESD aspects.
  • Manufacturing & Support: after many years of production management, the experience of events drive us to forecast two different suppliers chains for two different products requirement. We have a EU-USA production plant that accomplish to the highest production standard and reduced reaction time (high costs), and two CN high volume and low cost manufacturing site. All are managed directly by us, using our test machines constantly monitored by our Quality dept. But because we know that problems may occur, particular attention has been posted to the after sales support. Because the customers’ production flow can’t be stopped.

You’re never alone with a Novasom board!

Call us to explain your problem

Give us the possibility to show you all the power and flexibility of a Novasom Industries' Solution. Free for free. Why not?

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.