Sinefa Support

 

We know things can go wrong from time to time and we are here to help you promptly when that happens. 

See the links to the right to get help now. 

The best way to get one of our support engineers immediately is via our chat function, which is manned almost every hour of the day. If we're not online, leave us a message and we will respond within 24 hours. 

Below you will find key information about our support services. 

 

 

 

Support desk

Engineers are available on our support desk Australian Eastern Standard/Daylight Time (AEST or AEDT) 8am to 10pm, 7 days a week. The best way to access our engineers on the support desk is via our chat function.  

 

Warranty

All Sinefa products are covered by Sinefa's warranty.  Before returning hardware probes via the warranty service you must first Log a Ticket and receive a Return Merchandise Authorisation (RMA) number from Sinefa's support desk. At this point Sinefa will send you the warranty ship to address.  You are responsible for freight costs to Sinefa and Sinefa will cover freight costs back to your location.

Full details of the Warranty are available here.  

 

Hardware maintenance service

Sinefa offers a Next Business Day ship out service for Hardware Probes. This is an optional fee based service additional to the warranty offered. Details are available via Sinefa's sales team or applicable Sinefa Partner. Hardware Maintenance Services require the user to Log a Ticket with Sinefa, and once the hardware fault has been verified in writing by a Sinefa support agent, a replacement probe is immediately dispatched to the address supplied by the customer. The customer must send back the faulty probe within 7 days of receipt of the replacement probe.

 

Hot spare

Some of our customers like to have their own hot spare probes, which is a Sinefa probe with no active subscription. 
These 'unsubscribed' probes allow immediate replacement in the case of failure. The failed probe can then be returned at your convenience. 


Physical bypass

Sinefa hardware probes are designed with a physical bypass (fail-to-wire) mechanism which ensures the network does not fail even in the unlikely case where the Sinefa probe fails.