Customer Service

Focused

We aim to have a solution for you within 2 hours

Designated

Each and every customer support request has a unique case number so you can track the progress

Personal

An engineer is assigned to your case and will begin to resolve your request

Direct

Go straight to the people that can help rather than going through your account manager

Remote

Let our engineers look at your issue more closely with a designated desktop remote support session

Experienced

We have years of experience in assisting with customers support requests and as such have a catalog of guides to quickly resolve common issues

Customer Service

Focused

We aim to have a solution for you within 2 hours

Designated

Each and every customer support request has a unique case number so you can track the progress

Personal

An engineer is assigned to your case and will begin to resolve your request

Direct

Go straight to the people that can help rather than going through your account manager

Remote

Let our engineers look at your issue more closely with a designated desktop remote support session

Experienced

We have years of experience in assisting with customers support requests and as such have a catalog of guides to quickly resolve common issues

Problems that remain persistently insoluble

should be suspected as questions asked in the wrong way

Problems that remain persistently insoluble

should be suspected as questions asked in the wrong way

Technical Support

If you need pre-sales or after sales technical support you can raise a case anytime and a Tomax Technical Support representative will jump straight on to assisting you to resolve any questions or issues you may have

Support guide

Be precise

  • Let us know the full part numbers in your case
  • Enter a full & detailed description of the issue
  • Include Software and Firmware levels
  • Include any parts installed

Due-Diligence 

  • Please tell us what steps you have taken to resolve any issues yourself
  • Have you narrowed the fault to a specific area, if so how?

Serials 

  • If you need to reference multiple products or serials please either, separate with a space, list in Description or add an attachment.

PRE-SALES

Our experience sales and technical support teams have the combined knowledge to point you in the right direction 

POST-SALES

No issue is too big or too small. We treat any request with the same level of care and support to resolve your case

SPECIFICATION

If you have a requirement but are unsure of how to fulfill it, let us help and come up with a solution that works together

DATA

We have access to all of the important technical information to assist you correctly with any issues you have

ALTERNATIVE

If we don’t have the exact part you are looking for, we will provide you with alternatives that will do the job

ADVICE

It’s not just about supporting the product you’ve bought from us. Rely on us for the best advice for your needs

return request

If you’ve exhausted all possibilities with our Technical Support Team and your good(s) are still in warranty, go ahead and raise an RMA with our online Returns Request facility

RMA guide

For Blades or router modules

  • What was the item installed into
  • What software is running on the parent device
  • How much DRAM is installed
  • Describe the issue in full
  • What have you attempted in order to resolve the issue
  • Please provide technical outputs where applicable e.g. sh ver, sh diag, sh mod etc

For chassis’ and standalone device 

  • Does the device power on
  • What software is running on the parent device
  • What Supervisor is installed
  • Have any cards been installed (if so does removing them resolve the issue)
  • Describe the issue in full
  • What have you attempted in order to resolve the issue
  • Please provide technical outputs where applicable e.g. sh ver, sh diag, sh mod etc

For UCS

  • What was the item installed into
  • What software is running on the parent device
  • Does re-installing originals resolve the issue
  • What have you attempted in order to resolve the issue
  • Please provide technical outputs where applicable e.g. sh ver, sh diag, sh mod etc

For Optics

  • What was the item installed into
  • What card was the Optic installed in
  • What fibre was connected to the Optic
  • Has all patching been verified and checked
  • Describe the issue in full
  • What have you attempted in order to resolve the issue
  • Please provide technical outputs where applicable e.g. sh ver, sh diag, sh mod etc

For Cables

  • What is it connected to
  • Describe the issue in full
  • What have you attempted in order to resolve the issue
  • Please provide technical outputs where applicable e.g. sh ver, sh diag, sh mod etc

PROCESS

Once approved we will issue an RMA number then send on account. When received we will report our findings

REPLACEMENT

If you require a replacement and we have stock we will send straight away, if we have no current stock our sales team will be in touch with a lead time 

CREDIT

Once your return has been verified as faulty based on your initial request our Finance department will issue you a credit within 24 hours

WARRANTY

If your purchase is in within the agreed warranty we will issue an RMA number straight away so you can ship it back on our courier account

SPEED

We know you don’t want this drag on so our promise is that we will process your return within 24 hours upon receipt

Sit back and relax, we are on the case

Sit back and relax, we are on the case