TECHNICAL SUPPORT

When to Contact Technical Support:
The technical support service can be contacted over call or mail on week days from 10:00 am till 6:00 pm time.

 

What should I have ready before contacting support?

Please send all support inquiries to support@nastown.com and include:

• Your order ID (When you placed the order if you do not have hard copy, then it would have been emailed to you from sales [at] nastown.com. Failing this, please have the invoice number provided with the system.
• Product Manufacturer and Model
• Serial Number.
• Make sure you have a back-up of the information on your NAS, if you have not backed up yet, we strongly recommend you do, as the risk of losing data is always very high when support is being sought.

What should I expect?

Our target is to deal with each technical support query within 24hrs, with utmost degree of courtesy, integrity and empathy. If we are unable to resolve your problem or feel it is appropriate for recommending you to our manufacturing partner, we will do so, as and when we think this will be beneficial for resolving the issue. It is always important to remember that the specialist will base his/her recommendation for resolving the issue entirely on the information that you will provide.

When emailing technical support please answer the following questions:

• Pertinent details about your NAS system – manufacturer, model and the configuration (all this information is provided by us in the form of our sales invoice and configuration sheet that accompanies every configured system).
• Your technical issue and error state if any.
• Any peculiar instances prior problem occurrence.
• Do you have back-ups? if not make them before contacting us if possible.
• Is your NAS connected to a network? If yes — contact your system administrators first, to ensure it’s merely not a networking issue and if they can’t solve your problem they should contact technical support themselves.
• Details: when did the problem first appear? What had you been doing before the problem appeared? Very often this information allows us to resolve your problem quickly.