01 OEM / ODM Customization Service

Elanda with a professional R&D team of 20+ engineers and extensive OEM/ODM project experience, Elanda helps partners transform concepts into reliable, scalable, and production-ready solutions.

Our Capabilities

1. Requirement analysis and solution planning
2. Industrial design (ID) & mechanical design (MD)
3. Prototype development and validation
4. Product testing and certification support
5. Pilot production and mass production ramp-up
6. Continuous optimization based on market feedback

Development Process

Requirement Discussion—Solution Design—Prototype Development—Testing & Validation—Pilot Production—Mass Production—Market Feedback—After-sales Support

02 Technical Support Service

Fast Response. Professional Support. Reliable Solutions.

Elanda is committed to helping partners resolve technical challenges efficiently. Response within 8 hours and initial solution within 24 hours.

Support Includes

1. Remote troubleshooting
2. Driver and BIOS support
3. SDK and software integration support
4. Installation guidance
5. Technical documentation
6. Online technical consultation

Support Channels

1. Technical support hotline
2. Email support
3. Online instant support

03 After-sales Service

Reliable Support to Minimize Operational Risks

Elanda provides comprehensive after-sales support to ensure stable operation throughout the product lifecycle.

Warranty Policy

1. Standard 2-year warranty (3-year warranty available)
2. Extended warranty service
3. Long-term spare parts availability
4. Product replacement solutions

04 RMA Service (Return Material Authorization)

(1) A Standardized Process for Efficient After-sales Handling, 5-Step RMA Process:

Submit Request

↓

Issue Diagnosis

↓

RMA Authorization

↓

Repair / Replacement

↓

Return Shipment

(2) RMA Coverage:

RMA applies to functional failures or hardware defects occurring during normal product use within the warranty period.

(3) RMA Does Not Cover:

1. Unauthorized modification or repair
2. Physical damage caused by misuse
3. Liquid damage
4. Corrosion
5. Insect damage
6. Damage caused by abnormal power supply conditions, including:

a. Voltage issues

b. Current overload

c. Insufficient power capacity

d. Incorrect power polarity

f. Use of non-Elanda approved power adapters, cables, or power equipment

g. Third-party software issues

(4) RMA Request Requirements

1. Partners should provide:
2. Product model
3. Product serial number (SN)
4. Failure description
5. Photos or videos of the issue
6. Relevant test results

05 DOA Service (Dead on Arrival)

Faster Resolution for Initial Product Quality Issues

Service Definition

DOA applies to products that cannot operate normally due to manufacturing defects within 90 days after shipment from Elanda and within 30 days after the first unboxing and installation.

DOA Coverage Includes:

1. Unable to power on after unboxing
2. No display or touchscreen failure
3. Core module malfunction
4. Missing essential components or accessories
5. Serious cosmetic defects affecting acceptance
6. Severe transportation damage confirmed to be caused by designated logistics arrangements

DOA Handling:

1. Replacement with the same model
2. Equivalent replacement solution
3. Support from authorized local service partners
4. Assistance from regional distributors where applicable

Elanda Covers:

Replacement costs

1. Component costs
2. Transportation costs between Elanda and partners

06 Product Lifecycle Management

Building Long-term Supply Stability for Partners

Elanda helps partners reduce supply chain risks through proactive lifecycle management.

Lifecycle Commitment

1. 5-7 years product lifecycle
2. Stable BOM management
3. Long-term component support

Proactive Lifecycle Management

Elanda works closely with partners to manage potential risks, including:

1. ECN (Engineering Change Notification)
2. EOL (End-of-Life) management
3. Alternative product recommendations

07 Frequently Asked Questions (FAQ)

a. How long is the warranty period?

Standard warranty coverage is 2 years, with extended warranty options available. Warranty period shall be specified in the corresponding quotation, sales contract, purchase order, or project agreement.

b. How can I request an RMA?

Partners can submit an RMA request with product information, serial number, failure description, and supporting evidence.

c. What is the MOQ for customized projects?

MOQ depends on product configuration and customization requirements. Our team will evaluate each project individually.

d. How can overseas customers receive technical support?

Elanda provides global technical support through email, remote assistance, and partner service channels.

e. How long is the product lifecycle?

Most Elanda products are designed for a 5-7 year lifecycle with long-term supply and support planning.