1. Tell me more about NComputing’s support model changes related to Stratodesk-based NoTouch solution.
   

Starting July 1, 2020, the following changes will apply to all NComputing thin client products based on NoTouch OS, including RX-HDX, RX-HDX+, RX420(HDX), RX-VMW and EX400 devices:

• Stratodesk will handle all technical support escalation for all device models listed above through their email-based support (email to: support@stratodesk.com). Expedited support service is also available upon request at https://www.stratodesk.com/support/.
  
• All future NoTouch software images, will be accessed directly from the Stratodesk Portal (https://www.stratodesk.com/portal/) with a valid software maintenance subscription. Customers with valid NComputing NoTouch Software Maintenance Update (SMU) subscriptions will be carried over to their new Stratodesk Portal account.
  
• Please refer to this helper guide on how to access the latest Stratodesk branded software image here: https://www.stratodesk.com/migrate-to-stratodesk-and-get-the-full-power-of-notouch-on-ncomputing-thin-clients/
• The branding of software image (NoTouch OS) of the above NComputing thin clients will change to Stratodesk branded software image.  
  
• NComputing will still be responsible for hardware related issues and RMA requests.
  
• Another new SKU – RX420(STDK) will be released. RX420(STDK) is powered by RPI4 platform, preinstalled with Stratodesk NoTouch image but without the embedded NoTouch OS license. It is designed for Stratodesk customers with existing NoTouch licenses and wish to transfer these licenses to the new thin clients based on RX420(STDK). 
  
• Customers can continue to purchase the above products through the existing channels.
  

2. Why did NComputing make these changes related to NoTouch solution?
   

NComputing and Stratodesk reviewed our previous collaboration model and together agreed to make these changes to streamline technical support, unify software branding and software release management to provide better and faster response. Furthermore, we expanded our offering with RX420(STDK) to provide flexible license option for customers with Stratodesk NoTouch Desktop deployments. 

Customers can continue to purchase the above products through the existing channels.

3. Who should the customer contact if they purchased NComputing thin clients and have technical issues with the Stratodesk NoTouch solution?
   

Stratodesk will handle all technical support escalation starting July 1, 2020 (for existing and future customers), for all NComputing device models based on NoTouch solution.

To file a support ticket, send an email to support@stratodesk.com and clearly state your questions or issues. While you will receive an automated reply in order to give you access the most important information in the quickest way possible, a Stratodesk human support team member will typically get back to you within the next business day*. 

Expedited support service is also available upon request at https://www.stratodesk.com/support/. 

*Stratodesk support centers are based in California and Austria. Each support center observes local holidays and long weekends.

4. Who is my first point of contact if I experience a problem?
   

Starting July 1, 2020 and thereafter, please contact Stratodesk through email-based support (email to: support@stratodesk.com).

5. Where should customers download future new software images related to the NoTouch solution?
   

All future NoTouch software images, starting July 1, 2020, will be accessed directly from the Stratodesk Portal https://www.stratodesk.com/portal/. NComputing and Stratodesk will coordinate to pre-setup NComputing’s customer accounts in the Stratodesk Portal.

6. Do I need to register the above NoTouch thin client devices with NComputing to receive hardware warranty coverage?
   

Not mandatory, but we strongly recommend that customers register their devices with NComputing Management Portal for hardware warranty management as soon as possible. Extended hardware warranty can only be applied to devices that have been registered to the NComputing Management Portal.

7. If the customer already purchased NoTouch SMU from NComputing, will they receive SMU support from Stratodesk?
   

Yes, NComputing is working with Stratodesk to apply the corresponding remaining SMU period to Stratodesk download portal.  However, this can only be done if the customer has previously registered all of their RX-HDX/RX-HDX+/EX400/RX-VMW devices and redeemed the purchased SMU license keys in the NComputing Management Portal, based on the workflow described in #9 below. 

8. What should the customer do to ensure their purchased NoTouch SMU are transferred to Stratodesk after July 1, 2020?
   

To ensure a smooth transfer of remaining SMU period, all customers must follow the below workflow:

(1) Register their RX-HDX/RX-HDX+/EX400 devices in the NComputing Management Portal as soon as possible but no later than July 30, 2020:

http://rx-hdx.ncomputing.com/kb/NoTouch_Center_RX-HDX_Client_list_for_device_registration

(2) Redeem the purchased NComputing SMU license key(s) in NComputing Management Portal and allocate to corresponding devices as soon as possible but no later than July 30, 2020:

https://support.ncomputing.com/portal/kb/articles/how-do-i-redeem-rx-hdx-amp-license-key

NComputing can only transfer SMU details to Stratodesk for registered devices and redeemed license keys. If you do not complete the device registration and/or SMU license key redemption, then you may encounter delays in receiving support.

9. If the customer still have undeployed NoTouch devices, what should the customer do to ensure the SMU are transferred to Stratodesk after July 1, 2020?
   

We recommend the customer to register their devices and redeem the SMU license as soon as possible but no later than July 30, 2020 follow the workflow described in #8 above. 

NComputing can only transfer SMU details to Stratodesk for registered devices and redeemed license keys. If you do not complete the device registration and/or SMU license key redemption by July 30, 2020, then you may encounter delays in receiving support.

10. The NoTouch SMU subscription for some or all of my registered devices is expiring soon. How can I renew?
    

Please contact Stratodesk by sending an email to support@stratodesk.com for purchase inquiry. 

11. Are there any changes to the NoTouch device hardware warranty policy?
    

Starting July 1, 2020, newly registered NoTouch thin client devices will have the hardware warranty policy is based on the following:

• One (1) year plus 2-months after the date of manufacture, or
  
• One (1) year after the date of product registration in the NComputing Management Portal (if applicable) but not to exceed 18 months from the date of manufacture.
  

There are no changes to the hardware warranty for the existing registered devices.

12. Who do I contact for RMA processing?
    

If your device is still under warranty, you can submit an RMA request by creating a support ticket. Please visit  https://www.ncomputing.com/support/RMA.

Once you submit the request with information, then our customer support rep will review and approve it and provide you with the designated location to ship for repair.