1. Register your EditShare
When you register your system it provides EditShare with valuable contact information, and tags diagnostics files with your company name.
The "Register" item in the Control Panel of each EditShare should be run, and checked for correct information before opening a ticket or creating a diagnostic.
2. Open a support ticket
The first stage in the RA process is to open a ticket at helpdesk.editshare.com.au. The more specific and detailed the ticket information, generally the quicker an issue can be resolved.
Please consider including the following information in a newly opened ticket:
- As well as a detailed description of the issue, any relevant history of repairs or changes to the EditShare system
- A recent diagnostics file created from the EditShare system(s) that the issue is about
- If you feel some photographs or screenshots illustrating the issue would be helpful please also attach them to the ticket.
An Editshare support technician will get back to you shortly afterward for further diagnosis and analysis of the best resolution path. This may include having one of our technicians connect to your EditShare system remotely to investigate the matter further.
Generally the EditShare Asia-Pacific SimpleHelp connection - support.editshare.com.au is used for remote sessions. This link should be launched from within Firefox on the EditShare requiring remote access.
Remote support is available during normal Australian weekday business hours, and prearranged outside hours appointments.
Once the EditShare technician has identified that the hardware fault has been isolated, and that peripheral issues have been identified and can be managed, you will be asked to submit an RMA form.
3. Submit an RMA form
After the system issue has been analysed, you will be asked to open an RMA request for initiating a replacement of malfunctioning parts.
This form can be found on the front page of the helpdesk site; helpdesk.editshare.com.au . Please fill in all the appropriate fields as requested. When the form is submitted, you will receive an email copy of the completed request at the email address you nominated.
4. Shipment of replacement parts (by EditShare Support Staff)
Once we receive notification of the RMA request, we can ship the replacement hardware to the contact at the address given.
5. Replacement of failed parts
When the replacement hardware has arrived with you onsite, please update the ticket to notify us of arrival. Please also add the preferred date and time for arranging the repair/replacement.
This is especially important if an EditShare support tech is required to be available during the replacement, and will allow us to book a tech to be available if necessary.
Many hardware replacements may be simple enough that onsite technical staff can confidently replace the hardware without needing assistance. In this case, there may be no need to book an EditShare technician for the full duration of the hardware swap, but we still like to hear of your plans.
6. Return of failed parts
Any failed hardware that has been replaced needs to be returned to EditShare Asia Pacific as outlined in the current RMA notification email you will have received after the RMA form was submitted.
Please ensure that the correct address for your region is used for returning the failed parts. The address shows the ticket number as the shipping reference which is pre-filled in the email you will have received. Please include this ticket number in the reference field in the return shipping details for issue tracking and return materials arrival confirmation.
After the failed parts have been shipped back to EditShare Asia-Pacific, unless there are further related issues, the ticket will be marked as solved.