Support
Frequently Asked Questions
Common questions about scoping, quotation, lead times and delivery.
Question Areas
Topics most frequently raised during an engagement.
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01
Scoping a Requirement
Tell us what the workload has to do rather than which product you think you need. Capacity, performance, expected growth, site constraints and timeline are enough to begin. Where the requirement is still open we help narrow it before anything is priced.
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02
Quotation Process
Send a bill of materials or a written requirement and you receive a quotation setting out specification, quantity, unit and total price, currency, lead time per line, delivery terms and a validity period. Where a line item is constrained we come back with options rather than a silent substitution.
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03
Lead Times
Lead times are quoted per line item and run from order confirmation, or from receipt of any agreed advance payment where that is later. They are affected by manufacturing allocation, configuration complexity, freight capacity and customs processing, and we tell you when a confirmed estimate changes materially.
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04
Shipping and Customs
Delivery terms are stated on the quotation using Incoterms 2020. Unless the quotation says DDP, import duties, taxes and clearance charges at the destination are for your account. Accurate consignee and import entity details are what keep a consignment moving through customs.
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05
Documentation
Consignments ship with a commercial invoice, packing list, tariff classification per line and, where the route requires it, a certificate of origin and export declaration. Serial numbers are recorded and reconcile to the packing list and the invoice.
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06
Post-Delivery Support
Report transit damage or a shortage within five business days of delivery, and a unit that fails on first power-up within fifteen days. Every return runs through an RMA number so that it stays traceable. Warranty is the manufacturer warranty applicable to that product and region.
Still Unclear
Ask Before You Order
A Question Now Costs Nothing
If something here does not cover your situation, ask. A question answered before an order is placed is worth considerably more than a clarification after delivery.
Answers That Affect an Order Go in Writing
Anything that changes specification, price, lead time or delivery terms is confirmed on the quotation, so nothing depends on remembering a conversation.
Realistic Rather Than Optimistic
Where a lead time or a delivery date is genuinely uncertain we say so, instead of quoting the best case and revising it later.
Destination Changes the Answer
Customs treatment, documentation and available product variants differ by country. Questions about a specific destination are worth raising early.
Ask Us Directly
Send the question with as much of the requirement as you have. If it needs a quotation to answer properly, we will say so and tell you what we need.