Nebula Product Support Overview

Scope of Support

Nebula Technical Support will remotely assist with specific product related issues regarding configuration, implementation and ongoing maintenance of all Nebula products.   

• Phone support is available between the hours of 8:00am and 6:00pm PST.
  
• E-mail support is also available at support@nebulaoptics.com
  

Technical support is limited to Nebula products with active support contracts. For assistance with installation, planning, design, deployment, upgrades, migrations, optimization, and system verification, you may opt for on‐site installation services from a Nebula technical representative.

Nebula targets aggressive response times for all incoming cases. If a Technical Support Engineer is not immediately available to help you, a Customer Care Representative will log your call in our case response system and issue you a case number.

Warranty

All Nebula products come with a one year manufacturer’s warranty that includes full replacement of the device if it is non‐functional or cannot be remotely supported.

Return Procedures

In the event of a hardware failure please contact Nebula to obtain a Return Material Authorization (RMA) case number. Troubleshooting by a Nebula Support Engineer is a prerequisite to RMA request approvals. All returned material must have a valid Nebula RMA case number. This number is necessary to ensure proper tracking and handling of returned material. Please do not return any hardware until an RMA is issued. Nebula reserves the right to refuse shipments that do not have an authorized RMA case number. Refused shipments will be returned to the shipper via collect freight.

Service Levels

Remote technical support is available for all Nebula customers with active support contracts.

Issue Priorities

When you contact Nebula Customer Support, a member of our support staff will work with you to assign an appropriate priority level to your issue. Nebula will endeavor to respond to urgent cases within four hours. Understanding that unforeseen events could delay attempts, Nebula expects that the majority of Urgent and High-priority calls will be responded to within this service level, but such service response times are not guaranteed. When a case is logged as Priority 1 (Urgent), our entire Technical Support Organization is notified.  Active Priority 1 issues are tracked and monitored by both Technical and Executive management to ensure timely resolution

For more information on Nebula Product Support Services, please contact your Account Representative.