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Support Pathway

We offer a 3-Step Support Path to help resolve issues quickly, minimising setup and troubleshooting time.

Step 1: Check Documentation, Troubleshooting Guides and FAQS for fastest answers.

Step 2: Search or Post in Forum as we’re regularly on the forum. We prioritise responding to support questions here.

Step 3: Submit a Ticket for complex issues still unresolved through the guides and forum.

STEP 1 — Documentation & Troubleshooting Guides, FAQs

Start Here!

Before reaching out, check our documentation and troubleshooting guides or FAQs. These are updated frequently and cover topics like:

  • Setup and configuration
  • Pre-field testing and debugging
  • Common issues and fixes
  • Expected behaviour and limitations in field conditions

Most issues can be resolved here.

Important:
We strongly recommend fully testing your BoomBox setup before deploying it in the field. This helps avoid issues when support access may be limited.

STEP 2 — Forum

The forum provide fast, real-world answers and help surface problems and solutions that may not yet be documented. We prioritise responding to forum queries. So if you can’t find an answer in the documentation, head to the forum.

This is where:

  • Less common or unexpected issues are discussed
  • Real world conditions, environment-specific behaviour and edge cases are explored
  • The community and team share solutions and practical workarounds

If your issue isn’t resolved on the forum, or after posting on the forum, please submit a support ticket.


STEP 3 — Support / Help Ticket

If you’ve reached this point, your issue likely needs direct support. Here are the steps and escalation process.

Step 1 — Submit a Ticket

When submitting a ticket, please provide as much information you can regarding the problem, the circumstances under which it occurs, and the solutions you’ve already tried. Information to include is:

  • Your setup and environment
  • A clear description of the issue including what the steps you took, what you’re expecting and what actually happened
  • What you’ve already tried to resolve it
  • Screenshots, logs, or recordings

Please provide as much context as you can so we can more quickly understand what the issue. Then we’ll either respond via email or schedule a call.

Step 2 — Resolution Path

1) Resolve the issue via email.

We’ll work with you step-by-step and aim to resolve the issue via email. If we can’t, we’ll schedule a call.

2) Resolve the issue on a call.

We may need to have a call with you to resolve the issue in real time. If we can’t resolve the issue during a call, we’ll look into it in more depth and come back with a solution that may include:

  • Replacement, refund, or redesign (if required)
  • Bug fixes
  • Workarounds
  • Firmware or hardware updates

This pathway is designed to get you to answers and solutions quickly, so your deployment preparation and field work goes smoothly.