We know things can go wrong from time to time and we are here to help you promptly when that happens.
The best way to get in contact with one of our support engineers immediately is through our Live chat inside the sinefa UI.
More about how we can help you
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.
Hardware maintenance service
Sinefa offers a Next Business Day ship out service for Hardware Probes. 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.
Read more about the Hardware Replacement Program and RMA Process.
Support - Service Level Agreement
Sinefa operates a 24 hour, 7 day a week support desk to ensure our client’s needs are being met. When a ticket is opened in our support management system, a priority is set by our support representatives as set forth below.
More details about our SLA and how we set the priority is available here: Support SLA’s
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.
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.