We stand behind what we sell, long after it ships.
Tell us what’s going wrong, and we’ll help you get it fixed — troubleshooting, firmware, or a repair if it needs one.
Contact Product Support
FIELD SUPPORT · TROUBLESHOOTING
ISO 9001:2015What Product Support covers
- Troubleshooting
- Diagnosing an issue with a camera or system already in the field.
- Firmware & software
- Version questions, calibration, and known issues.
- Warranty claims
- Coverage questions and next steps if something’s gone wrong. See Warranty & RMA for full coverage terms.
- RMA requests
- Starting a return for evaluation or repair. See how an RMA works.
- Documentation requests
- ICDs, CAD files, and quickstart guides for a specific unit.
Before you reach out
A lot of the fastest answers are already published.
Product downloads
Electrical and mechanical ICDs, CAD files, and quickstart guides — organized by product.
Browse downloads →Warranty & RMA
Coverage periods, the repair process, and what to expect when you send equipment back.
View warranty & RMA →Knowledge base
Explainers on NETD, resolution, MWIR vs. LWIR, and specs that matter.
Browse articles →Submit a ticket
Have your serial number and a description of the issue ready — it’ll speed things up.