At Rhombus, we pride ourselves on providing amazing customer support. We know that questions and issues will arise and we want to make sure your experience is as positive as possible when that happens.
What's Included
Our trained engineers are here to help you with any of your questions and get your issue solved ASAP. Your software and hardware are monitored by our state-of-the-art monitoring system 24/7. Our agents and your organization's technical contact will be notified If there is an issue with any critical services to your Rhombus console, hardware, or firmware.
Rhombus Systems devices come standard with automatic firmware updates. There is no need to ever have to worry about security vulnerabilities or updating firmware. Everything is done automatically and is fully tested before release for security and stability.
The full terms of our Service Level Agreement can be found here.
Contacting Support
Online
You can contact support any time online by filling out a new ticket request on this website or clicking here. If you are inside the Rhombus web console, click the help icon at the top of the screen.
Phone
You can reach us by phone at +1-877-746-6797 Option 2. If someone doesn't answer, please leave a message. If you leave a voicemail, a support representative will return your call as quickly as possible.
Response Times
Ticket submission is processed 24/7/365. Our support business hours are from 4am to 8pm PST M-F and 9am to 5pm PST S-S. Our agents are committed to replying to all requests as quickly as humanly possible. Our average email response time is 18 minutes and our phone lines are staffed with knowledgeable engineers ready to assist. The only exceptions to the aforementioned commitments would be on federal holidays, where our response times may be slightly longer.
If you find that you will need assistance outside of business hours, please do not hesitate to submit a support ticket with the timing details of your future needs. Please give us a minimum of 72 hours notice but preferably one week for large projects or after-hours installs.
Support services are included at no extra cost. Whether you have a 5-minute question or need a 5-hour call, it’s all included as part of our standard service.
We aim to solve most cases completely within 24 hours. To help with expediency, please provide your hardware serial number, organization name, and as many details as possible about the issue you are having and what troubleshooting steps you have already tried.
Warranty, Returns, and RMA's
Please refer to this article.
Helpful Links
- Logging in to the Rhombus Console
- General Onsite Troubleshooting Procedures
- How to Set Up the Technical Contact?
Contact Support or Sales
Have more questions? Contact Rhombus Support at +1 (877) 746-6797 option 2 or support@rhombus.com.
Interested in learning more? Contact Rhombus Sales at +1 (877) 746-6797 option 1 or sales@rhombus.com.
Comments
0 comments
Please sign in to leave a comment.