Technical Support

Our objective is clear - to solve USSD problems fast and efficiently. We provide comprehensive and expert assistance to all customers according to their service agreement, either directly or through certified partners.
techsupport@solidaccess.com should be used as the first point of contact for all your USSD inquiries. All e-mails will be routed through a Request Tracker system, sending you a receipt e-mail with your reference number for subsequent communications.
You can also reach us by phone: 978 394 4210

Warranty Repair

All Solid Access products come with a 3 year Limited Depot Warranty (refer to the Warranty Certificate for details). Prior to returning merchandise, you must obtain an RMA number. Please follow the RMA Procedure below.

Out of Warranty Repair

We will accept USSD units that are no longer in warranty, diagnose the problem, and render a quote for the time and cost to repair them, regardless of the source of purchase. A minimum $75.00 (USD) technical evaluation fee will be applied. The processed product will be shipped back to the customer via freight “collect” service. Prior to returning merchandise, you must obtain an RMA number. Please follow the RMA Procedure below.

Emergency situations

Most technical issues can be resolved by the eHelpDesk or through telephone contact. However, it may occasionally be necessary for a Solid Access technician to examine the product. If necessary, a Replacement Field Unit (RFU) can be shipped when available.

RMA Procedure

In all circumstances, any products being returned to Solid Access must be authorized, and an RMA (Returned Material Authorization) number must be obtained prior to product return. Simply follow the steps outlined below:

1. Fill out the RMA Request Form  and fax the completed form to Solid Access  at 978-463-0642, or e-mail it to techsupport@solidaccess.com. A Solid Access representative will promptly return the RMA Request Form with the assigned RMA number.

2. The RMA number must appear on the shipping labels (download shipping labels at  US Service Facility or EU Service Facility) of each carton and all shipping documents that are being returned. The RMA product must be received by Solid Access within thirty (30) days of the authorization date.

3. The RMA Request Form must be included outside with your package. The purchaser must ship returned products prepaid. Items returned for Warranty Repair will be repaired and shipped back to the owner freight prepaid. For out of Warranty Period repairs, see information below.

4. Items being returned must be original Solid Access products and components. The authorized returned products must be packaged in their original packing material (If the original material is not available, let us know prior releasing the shipment). If product is sent for repair, please do NOT return cables, manuals, rack mounting kit and other external accessories, unless asked to do so. However, when product is returned due to damage sustained during shipment, all associated items should be included.

5. Repaired product or components provided under this Limited Depot Warranty will be furnished on an exchange basis and may be new or reconditioned. All product returned under this warranty shall become the property of Solid Access.

6. We strongly recommend that product shipment be insured against damage or loss during the transfer, preferably with UPS, Fedex or any similar service with shipment tracking ability. The warranty does not cover any loss or damage which occurs in shipment.

Abused, improperly used or altered products (refer to the Warranty Certificate for details) will not be repaired free of charge, and the Limited Depot Warranty as well as RMA number will be automatically voided. The product will then be returned to the customer at their own expense. For indirect customers and end-users, we recommend contacting your distributor or reseller for RMA service.

techsupport@solidaccess.com should be used as the first point of contact for all your RMA inquiries.