Blog Post: Q&A with FAE

Customer support can be annoying, especially when it is an automated system. Thank goodness our customer support system is 100 percent human-supported. Guided by our value of taking full responsibility for our customers’ experience, we are here to help you fix your issue. I spoke to our in-house field application engineer (FAE) to get a sense of how the process typically goes.

Q: How do customers contact you about a potential issue? 

A: Our sales representatives are our point of contact for any potential issue customers may have with Cervoz product in application. We believe that since customers have already developed a relationship with their specific sales rep, this allows for a more comfortable customer support process.

All a customer has to do is reach out to their sales representative via email, and the FAE team will be notified immediately of the issue.

Q. Once an issue has been flagged, what happens next?

A: The FAE team will work in conjunction with the customer’s sales rep to learn more about the problem the customer is experiencing. We will ask questions about the issue—like if the device is not recognizing the SSD—to understand what the problem is. Information we will require includes a brief description of the problem, usage scenario and system configuration so that we can simulate the same conditions remotely and run tests to figure out a solution.

With our proprietary FlashMonitor software, this whole process is actually made quite simple as the real-time monitoring system uses its Self-Monitoring Analysis and Reporting Technology (S.M.A.R.T.) to provide key figures about the module and its disk health. We can take this information, provided by the customer, to understand what the issue may be.

Most of the time, we are able to resolve these issues like this—remotely.

Q. What happens in the event that you cannot fix an issue remotely?

A: We will ask the customer to mail us a few samples of the application device or their host computer for us to have a better look to find the root cause of the issue. Customers would go through our standard return material authorization (RMA) process to fill out a request form before mailing it back to us.

Customers can find detailed information about the warranty for each line of products on our website.

Q: On average, how long does each case take once you have received the device?

A: Once received, my team will issue an initial assessment report within 3 working days. This report acknowledges receipt of what the customer has sent us and details initial tests we have run to try to figure out what’s wrong. We also conduct tests by requests, so customers are welcome to let us know which additional tests they may want done. After that, it usually takes about 1 to 2 weeks to resolve the issue.

Of course, some issues may take longer to resolve, but regardless, we really aim to provide our customers with a concrete fix and a hassle-free experience.


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