How To's / FAQ's

List of How-Tos and Frequently Asked Questions

Here is a list of how to’s and questions that are frequently asked. If you can’t find the answer to what you are looking for here, please reach out to your local sales representative or support team so we can get you the help you need.

  • How to get support

    Support Page

    The Americas

    Customers can contact technical support in the Americas with the following 3 methods:

    • Phone: +1 (408) 730-2568 or +1 (888) 902-8981 (select option 2)
      • Phone service is available 24x7x365.
      • For Warranty support, this is the suggested method to report issues.
    • Email:techsupport@rasilient.com
      • Email requests will be processed during regular business hours.
      • Monday through Friday from 9:00AM – 6:00PM Pacific standard time (GMT -8)
    • Online: /support/
      • This is the recommended method for requesting assistance unless the issue is critical and requires immediate response. The online web page helps you enter the details and creates a case. It is accessible 24/7 and 7 days a week. Requests made using the online ticketing system will be processed during normal hours of business.
      • Monday through Friday from 9:00AM – 6:00PM Pacific Standard Time (GMT -8)
    • Hours of Operation and Response Times
      • Phone support hours are 24x7x365.
      • Emails are handled Monday through Friday from 9:00AM – 6:00PM Pacific Standard Time (GMT -8).
      • Shipping hours are from 9am to 4:00pm Pacific Time (GMT -8:00 hours).
      • Warranty replacement shipment requests that are received and processed before 4pm Pacific Standard Time will ship overnight the same day.

     

    Outside the Americas

    Customers can contact technical support in the Middle East and Internationally with the following 3 methods:

    • Phone:
      • Qatar – +974 66 184 294 (Simeon)
      • UAE – +971 55 502 4373 (Daniel)
      • +971 55 107 6780 (Rakesh)
      • +971 56 550 6682 (Aswin)
        • Phone service is available 24x7x365.
        • For Warranty support, this is the suggested method to report issues.
    • Email:supportme@rasilient.com
      • Email requests will be processed during regular business hours.
      • Sunday through Thursday from 9:00AM – 6:00PM (GMT +4)
    • Online: /support/
      • This is the recommended method for requesting assistance unless the issue is critical and requires immediate response. The online web page helps you enter the details and creates a case. It is accessible 24/7 and 7 days a week. Requests made using the online ticketing system will be processed during normal hours of business.
      • Sunday through Thursday from 9:00AM – 6:00PM (GMT +4)
    • Hours of Operation and Response Times
      • Phone support hours are 24x7x365.
      • Emails are handled Sunday through Thursday from 9:00AM – 6:00PM (GMT +4)
      • Shipping hours are from 9:00AM – 4:00PM (GMT +4) Warranty replacement shipment requests that are received and processed before 4pm Pacific Standard Time will ship overnight the same day.
  • How to request an RMA

    Before returning a product to Rasilient, please contact the appropriate number shown below according
    to your location to obtain a Returned Material Authorization (RMA) number before shipping the product
    back to Rasilient. In addition, the returned package must meet the requirements list below. Returns not
    in compliance with these requirements will be refused and returned to the sender freight collect:

    1. Product returns must be authorized; the product returned must not be different from the
    authorization.
    2. The quantity of product returned must not exceed the quantity authorized; the quantity
    returned must match the packing list/paperwork included in the shipment.
    3. Shipments must be returned to Rasilient address shown below, UNLESS a different address is
    agreed to at the time of RMA Authorization Notification.
    4. Please use an authorized carrier for shipments.
    5. Please write the RMA number on the outside of each box or pallet of a shipment.
    6. Please do not mix multiple RMA products in one shipment; please separate authorized returns
    from each other in separate containers.
    7. Please package each product properly to prevent damage during shipping. Use peanuts or
    bubble wraps to protect the components/system from damage.
    8. Any returned packages with PHYSICAL DAMAGE will be rejected. When returning disk drives,
    each HDD must be shipped in individual anti-static bags or they will be rejected as the
    warranties are void.

    Return Shipping Address:
    For Americas
    Rasilient Systems, Inc
    Attention: RMA Department
    3281 Kifer Road
    Santa Clara, CA 95051

    +1 (888) 902-8991 Opt 2

  • How to apply for credit terms

    To set up credit terms, please complete the Credit Application, which must be signed by an authorized officer of the company (Credit Application).
    Please then email the signed credit application to Rasilient Accounting/Finance Department at
    ar1@rasilient.com. A credit review process may take up to 24 hours. The result of the credit
    review will be delivered to you by your Rasilient sales representative.
    Alternatively, Rasilient offers a prepaid and a credit card payment options, if the customer prefers to
    forgo the credit check. For prepayment, please contact Rasilient Accounting Department for wiring
    instruction. For credit card payment, a 3% fee will be charged.

    Rasilient Systems, Inc Accounting/Finance Department

    Email: accounting@rasilient.com,

    Phone: 408-730-2568 Ext 3.

  • How to submit a PO

    Please email all PO’s to orders@rasilient.com

    To speed up processing time, please send the accompanying quote with PO.

  • Rasilient Warranty SLP

    Rasilient SLP February 2021