User manual

Contacting Focus Enhancements
68 Harmony 2ES and 4ES
Support for VARs and Distributors
Value Added Resellers (VAR) and Distributors of Focus
Enhancement’s Focus Enhancements products, can call Focus
Enhancement’s technical support. Calls are handled in the
following manner:
1. A technical support representative records the informa-
tion provided by the User: board serial number, date of
purchase and seller, and problem description.
2. Technical Support attempts to resolve problem over the
telephone.
3. If the problem can not be resolved during the initial
conversation, the representative arranges for a follow
up call and provides a reference number to use while
tracking work on the problem.
VARs and Distributors
Returning Materials to Focus Enhancements
If the problems with the Harmony board can not be corrected
over the telephone, it may be necessary to return the board to
Focus Enhancements, Midwest Headquarters.
All materials shipped back to Focus Enhancements must be
accompanied by a Return Materials Authorization (RMA)
number. Contact Focus Enhancements Technical Support to
receive a RMA number.
Write the RMA number clearly on the shipping label.
After Regular Business Hours
If the support call occurs after regular business hours, CST, and the
problem is not immediately resolved, the support engineer arranges for
a call back the following business day.