Pogo Linux prides itself on providing our customers the best support in the business. The following support policies are put in place to offer you the highest level of service for your Pogo Linux System. Here are the guidelines:

1. When calling for technical support please have your serial number, order number and computer model name ready. We can look up your system in our database, but it could delay the support process.

2. If you plan on changing the hardware configuration of your system by adding or removing components, please contact Customer Support first so that we can update our records to reflect the modifications. Email is generally the best way to do this. It will ensure that we have all the information needed to address future tech support issues, and also allow us to respond if we have any information that may be pertinent or helpful to you, regarding the configuration change you are performing.

3. If there is a hardware component failure on your system, and it is still within the warranty period, Pogo Linux will open an RMA (Return Merchandise Authorization) ticket, assign an RMA number to your support issue, and provide a replacement part. The Support Department will contact you with the shipping information and tracking number on the day the shipment goes out. Support will also be available to you for assistance with the installation of the replacement part. After receipt of a replacement part, you will then be obligated to return the original, defective part back to Pogo Linux within 15 days, or be billed for that part. The Support department is more than willing to assist you in returning the defective part. Please contact support@pogolinux.com.cn if you need such assistance.

4. If your system has encountered a failure which cannot be quickly diagnosed by the Pogo Customer Support department and fixed with a replacement part, we will initiate the return to depot service in which the system will be sent back to our facility for repair. Pogo refers to this as a "Return System Authorization" or "RSA." The turn around time for an RSA is approximately 5 business days. If you have purchased an Onsite service warranty with your system, we will ship any necessary replacement parts, and dispatch a technician to your site as required.

5. Technical support covers all hardware issues that you may encounter with your system. However, support for software is more limited. We will provide any support necessary to get your computer up and running in a basic state. Networking issues, Apache web server, sendmail and other special configurations are not officially supported. However, within reason, we will be happy to help you out in these situations.

If you wish to take advantage of Pogo Linux Technical Support, please contact us immediately. If your submission is made during regular business hours (Monday thru Friday between 7:00am and 6:00pm Pacific Time), one of our highly trained Linux support technicians will get back to you very shortly. If your support issue is submitted outside normal business hours, a technician will contact you in the morning of the next business day. Additionally, you are always welcome to call us directly at 86 (021) 54669898 or by email at support@pogolinux.com.cn.