Announcement of Ettus Research Technical Support Changes, Effective 1 Ja
From:
Ettus Research Technical Support
Subject:
Announcement of Ettus Research Technical Support Changes, Effective 1 January 2024
Date:
Mon, 4 Dec 2023 17:52:42 -0600
Hello Community:
We would like to announce a change in the way that NI / Ettus Research provides technical support. Starting on 1 January 2024, direct email-based technical support using the "support@ettus.com" email address will be disabled, and we will transition to the NI Service Request Manager (SRM) to provide direct technical support, which will become the primary way to obtain technical support for NI/Ettus USRP hardware and software. We will continue to monitor and respond to emails sent to "support@ettus.com" through 31 December 2023.
To obtain technical support through NI Service Request Manager (SRM), please visit the NI Technical Support Website at [1]. From there, you can access NI SRM and submit your service request in three steps:
Step 1: Visit the NI Technical Support Website at [1], and scroll down to "Request Support", and click "Open A Service Request". You will be prompted to log in with your NI account. If you do not yet have an NI account, then you will need to create one, which includes providing valid serial number(s) for your NI/Ettus product(s). For more information about this, please visit the page at [2].
Step 2: Select the desired service (either "Request Technical Support" or "Repair"). To start an RMA for a USRP device, log in to NI SRM, and select "Repair".
Step 3: Enter your USRP model number(s) under "Supported Hardware Models", and click "Next" to proceed. Someone from the NI/Ettus technical support team will respond to your query within 24 to 48 hours (within two business days).
For more details about how to open a service request, please visit the page at [3].
The NI/Ettus USRP hardware is entitled to the NI Hardware Warranty Program, which includes one year of standard technical support. To learn more about this program, please visit the Hardware Service Programs page at [4].
Please reference the Technical Support page [5], and specifically the Email page [6] and the NI SRM page [7], on the Ettus Research Knowledge Base (KB).
Free technical support options are available through the SDR community mailing lists, including this one. The mailing lists are a free community-driven resource that may be monitored by NI / Ettus Research employees as well as by other experts in the community.