Tech. Support
(request for new user)
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Flexibility and solutions,
not just a sales pitch.

Our Vision

Flexibility

A NOVAsom isn’t a product that was created to do one thing and then “reused” to make another sale.

Solutions

A NOVAsom, as we call our products, is created at its origin to solve specific problems across the board, like how to manage a display or use low level peripherals, things that might seem simple but that can hide a multitude of unimaginable pitfalls.

Experience

A NOVAsom is the result of years of engineering experience, problem solving, not just time spent making boards.

This is what makes the difference when faced with those “hidden” issues that pop up when it is too late, like an Hardware bug, or low level Firmware that stops you doing something you took for granted, or simply the certification of the boards within our machinery.

What now? Start afresh?

(why follow the road you know and not a new one….)
Most of our competitors create product lines that are “more or less the same” just changing the cpu supplier or models from the same supplier thereby bulking out their market offer.
Doing this, however, wreaks havoc with the programming tools and causes gaps that can impede the creation of expertise (in other words errors) in the various programming interfaces which have to “start all over again”.
Change the CPU, change the world: but is it really necessary?
It is really worth the effort?
Between an American, a Taiwanese and a Japanese CPU there are two (not one) worlds of difference on all fronts, from the documentation layout, development tools and technical support (if available of course…).
Knowing how to program one doesn’t mean knowing how to program another. Far from it.
 
We at Novasom Industries have decided to use to use ARM or Intel technology CPUs based across the entire range because they are:

POWERFUL

RELIABLE

SCALABLE

LOW COST

the result of considerable investment and produced by the major (and most reliable) manufacturers of semiconductors worldwide. The innate high scalability of a Novasom product allows easy resolution to our customers’ problems without having to “reinvent the wheel“, meaning we can create and exploit our solid expertise to execute long test and debugging sessions on our systems which benefit from the reliability intrinsic to the law of large numbers.

Don’t think about which CPU we use, think about the problems we can solve. What counts is the end, not the means.

A safe CPU means stability, the possibility to generate know-how over time for us and the customer, it guarantees us the ability to deploy sw-kernel-driver features as they are refined globally, to offer an across the board solution: a customer starts with NOVAsom A and ends with NOVAsom B in most cases without having to face any additional problem; and our technical support team is alive and kicking and answers emails and telephone calls!

This is what we mean by problem solving

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.