Technical Support
We are here to support you
Our certified technicians are ready to assist you, ensuring a quick turnaround time of 4-8 hours, or just 2 hours with an SLA agreement. Let us help you resolve issues efficiently and keep your systems running smoothly.
Schedule Support Ahead
Schedule support in advance to ensure timely assistance and benefit:
- Secure a dedicated time slot with our technical team, avoiding wait times during peak periods.
- Align support with your project timelines and reduce potential downtime.
- Our technicians can prepare in advance based on the details you provide, offering more tailored and effective solutions.
Support Solutions
Technical Support Form
You can also easily reach us by calling directly, downloading our remote client, or explore the extensive tools and resources available in our cLibrary.
Product Registration
Commend offers a product registration program to provide additional support services and direct contact with the Commend Engineering team. This is not required and does not impact your standard warranty, but is designed to ensure your system operates for its full potential for many years to come! To expedite the process, we ask that you have the following:
The serial numbers of the equipment you purchased.
Key contact information associated with the system, including name, address and phone number.
The name and phone number of the Commend Partner who installed and is supporting your equipment.
Limited warranty rights are not impacted if you do not complete and submit this registration form. Fill out the information below to register your product.
What do you receive by registering?
System health check at 6 month mark of installation. Have a Commend expert access your system in coordination with your Commend partner/dealer to ensure your Commend system is configured and operating to your requirements. Easier access to support content
Upload your Commend configuration file (CCT) with Commend for backup and easier access to support in the future
Registration to cLibrary for access to content and material about your system
Registration for Security Advisories, Security Notifications, Tech Updates and Product Updates directly from Commend, based on your product suite. This ensures you are the first notified for product enhancements and cyber vulnerabilities (we are always on top of this; just need the best way to notify you!)
Commend Americas email updates – keep in touch with us
Have all your products in your system tracked and registered in one place
Warranty
Your warranty period extends for three years from the ship date
We stand behind our products being made in a defect-free way.
- 5 year warranty for purchases made after May 6, 2024.
- 3 year warranty for purchases made between May 6, 2022 through May 6, 2024.
- 2 year warranty for all purchases made prior to May 6, 2022.
Examples of damage not covered
- Installation Errors
- Weather Damage due to Improper Weather-Proofing
- Out-of-Warranty Period Items
- Unauthorized Local Repair
If you feel that your product is still under warranty please fill out the form below.
Upon approval an RMA number will be sent to the email address provided. Repaired or replaced items will be returned to the sender's address (unless an alternate address is supplied). Commend will only cover UPS Ground return shipping charges on all warrantied items. If faster shipping is needed please supply your shipping account information and desired method of shipping.
For Advanced Replacements send a Purchase Order for the original part as if purchasing a new products. You must state "Advanced Replacement" and mention the associated RMA number on the PO. This PO will be under NET 30 terms. Once the original unit has been received and evaluated credit will be given back for the advanced replacement PO.
All RMA approval numbers are good for two-weeks from the date of issuance. RMAs received after two weeks of issuance will be processed or denied based on our discretion. You may request another RMA number by filling out this RMA form again.
Repair
There is a 90 day warranty on all repairs. Please consult with tech support for your options. They can provide you with the cost of the material and the hourly rate. Examples of unrepairable parts
- Servers Subscriber cards
- Circuit boards
- EE desktop stations
Returns
Material for credit will be accepted up to 90 days from the ship date and can be subjected up to a 25% restocking fee. All returns must be in like new condition; this includes the original white cardboard packaging. Returns not in like new condition will be based solely on Commend's discretion, and we reserve the right to refuse any unqualified returns.