Support Fee Policy – Clear & Transparent Pricing
Star-Link Group provides practical technical support for Ruijie Reyee networking products, including product selection, project guidance, pre-configuration and remote after-sales assistance.
Our support policy is designed to be clear before work begins. If a support fee applies, we will review the request and confirm the scope before proceeding.
Before purchase
We provide product recommendations and project guidance to help customers choose suitable models before placing an order.
After purchase
For products purchased from Star-Link Group, we provide remote technical support during business hours for installation and product-related questions.
Remote support only
At this stage, our technical support is provided remotely by phone, email or TeamViewer where required. We do not provide onsite support.
Complimentary pre-sales support
Before purchase, we can help customers understand suitable product options and choose the right equipment for the project.
- Product recommendations: guidance on suitable Ruijie Reyee models based on project requirements.
- Project consultation: basic advice for Wi-Fi, switching, routing, wireless bridge and PoE requirements.
- Online training resources: setup videos, product guides, webinars or workshops where available.
Support for products purchased from Star-Link Group
If the relevant devices are purchased from us, we aim to provide practical support to help customers install, configure and maintain their equipment.
- Basic remote technical support during business hours.
- Product-related troubleshooting and configuration guidance.
- RMA assistance for eligible warranty or return cases.
- First project pre-configuration support where requested and agreed.
More complex project work may require additional review, especially where network design, heatmapping or third-party equipment is involved.
- Large or complex network design may be quoted separately.
- Heatmapping or advanced planning may incur a support fee.
- Third-party devices may require additional paid support.
When a support fee may apply
| Support request | Fee policy |
|---|---|
| Basic product advice before purchase | Complimentary |
| Basic remote support for products purchased from Star-Link Group | Complimentary during business hours where reasonable |
| First project pre-configuration, if requested and agreed | May be complimentary depending on project scope |
| Heatmapping, larger project design or advanced network planning | Quoted before work begins |
| Support for devices purchased from another supplier | Support fee applies |
| Projects where not all devices are purchased from Star-Link Group | Support fee may apply after review |
Important notes
- Support is provided remotely only. Onsite support is not available at this stage.
- Support is provided during Star-Link Group business hours.
- Remote support may be provided by phone, email or TeamViewer where required.
- Complex project design, heatmapping or third-party equipment support may require a paid quotation.
- Warranty and RMA support is subject to the applicable warranty and return policy.
Need technical support?
Contact Star-Link Group with your order number, product model and a brief description of the issue.