Warranty support
Warranty support for samples, pilot runs or commercial orders depends on the applicable quotation, purchase order, product category and written warranty terms agreed with the buyer.
Warranty, RMA and product support
Support Policy
Support policy outlines how SentricTech coordinates product documentation, warranty support, RMA requests and technical support for B2B smart home partners.
Support Policy
Support policy outlines how SentricTech coordinates product documentation, warranty support, RMA requests and technical support for B2B smart home partners.
- Warranty support
- RMA coordination
- Technical support scope
- Product safety
- 1
Collect order and model information
Gather the order reference, product model, channel or project context, and the contact details needed to review the case accurately.
- 2
Review issue evidence and installation context
Check the issue description, photos or videos, firmware state, installation setup and any troubleshooting already attempted.
- 3
Confirm warranty, RMA or support path
Match the case to the applicable quotation, purchase order, warranty terms and support scope so the next action is documented clearly.
- 4
Coordinate replacement, repair, credit or documentation
Coordinate the agreed outcome with the buyer, channel partner or internal team, including logistics, paperwork and updated support references where required.
RMA coordination
RMA coordination may require order reference, product model, issue description, photos or videos, installation context and diagnostic information before replacement, repair or credit options are reviewed.
Technical support scope
Technical support scope includes product documentation, feature clarification, compatibility planning, basic troubleshooting and coordination for partner launch materials. On-site installation or end-user service requires separate agreement.
Product safety and certifications
Product safety and certifications are planned according to target market, device type, radio protocol, electrical requirements and customer program scope. Final certification claims should be confirmed in project documentation.