Open Labs Technical Support
How to receive support on Open Labs products
Please take a moment to Register your product with us.
You must register your product to receive technical support. Once you have registered, you may:
File a support ticket.
Support tickets allow you to report issues and difficulties directly to our support team, and track the resolution of your issue. Support tickets are the best way to contact Open Labs Technical Support. You can submit a ticket here.
Please be as descriptive as possible when summarizing your issue. An Open Labs technician will review your submission and provide you with your next step.
Visit our Online User Forums
You can find additional help in our User Forums.
Open Labs provides additional support through web based tutorials and online forums for Do-It-Yourself solutions and training with your Open Labs hardware and software. This support is available to Open Labs hardware owners/buyers by visiting forum.openlabs.com. Since the hardware and software products shipped by Open Labs change over time, the details in the materials and information available through the tutorials and online forums may or may not apply to your hardware or software. Care should be taken – particularly with information provided by third parties on the online forums.
Contact Us
You are welcome to call or email Open Labs Technical Support. Please bear in mind that calls and emails will be returned as soon as possible.
Business Hours
Monday-Friday 10am-7pm CST
(512) 444-6222x2 or 1-877-978-0888x2
Email : techsupport@openlabs.com
Additional Support for Third-Party Software/Hardware
Should you have an issue or question about installed third-party software or hardware, please consult customer-support for that company, or check online forums specific to that product.
Open Labs Support Terms and Conditions
Open Labs provides two types of support.
Open Labs defines "technical support" as the resolution of issues pertaining to the operation and functionality of the original hardware/software sold by Open Labs. Technical support, provided by telephone, email, and remote session support (equipment not included) is available to the original Owner/Buyer of new products for the length of the limited warranty that came with your Open Labs hardware product. To determine the length of your limited warranty, see your packing slip or invoice. If your packing slip or invoice does not state the length of your limited warranty, then it is ONE (1) year from the date of original retail purchase of your Open Labs hardware product.Please note that all included support time expires along with the limited warranty.
Open Labs defines all issues pertaining correct usage and configuration of hardware/software purchased from Open Labs or approved third-party applications as "educational support". Educational support is provided on an appointment basis, internet service is required. Educational Support is available to all owners of Open Labs hardware products for $49 per incident. Open Labs defines a support incident as a specific, discrete issue that can be addressed by isolating its origin to a single cause. Open Labs, in its sole discretion, will determine what constitutes a support incident. A support incident has reached resolution when the customer receives one of the following:
- Information that resolves the issue
- Information on how to obtain a software solution that will resolve the issue
- Notice that the issue is caused by a known, unresolved issue or an incompatibility issue with the supported product
- Information that identifies the issue as being resolved by upgrading to a newer release of the supported product
- Notice that the issue has been identified as a hardware equipment issue
- Information that isolates issue to a third-party product, not supported by Open Labs
Support is not provided for modifications to hardware/software by the user, and in some cases modifications to hardware/software may void the warranty.
Software that is not legally registered by the user and is not a legally authorized copy that has been installed on an Open Labs product may void the Limited Warranty and any continued technical support for the product will be at the sole discretion of Open Labs.
Open Labs may limit or terminate without liability the Support Services being provided to any Customer who uses the Support Services in an abusive or fraudulent manner, as determined by Open Labs in its reasonable discretion. Examples of such use include a high number of calls that concern previously resolved issues, repeated posing of questions to which the answer is readily found in the documentation, and discussion of issues that are not related to technical support. Open Labs reserves the right to limit each call to a reasonable length of time under the circumstances, not to exceed one (1) hour.
All prices and terms are subject to change without notice.
You must register your product to receive technical support.
Visit our Warranty page for more information on our Warranty.
Visit our Policy page for more information on our terms and conditions.