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FAQ

Customer Support Questions
Technical Support Questions

In an FAQ our customers may find answers to a most frequently asked questions and make their visions
more clear. Our Customer and Technical Support Team works for you 24\7. Time won’t be a boundary in
achieving the best solution for your business.

FAQ section was specially designed for customers for having an option to specify and clarify all the
technical aspects that refer to our products line. Our company consists of highly skilled
professionals that are able to give an answer to all types of question in a short time. Mostly,
questions are subdivided into technical and customer ones.

Assembly

How to set up the Thermosystem?

The Thermostat system configuration is an important step in setting up your server rack. Please read
the instructions carefully before operating:

For any inquiries concerning the optimal working temperature intervals please refer to the installing
equipment manual or contact the equipment supplier.

How to assemble an item?

Please choose your model from the following links to redirect to the assembly scheme / video page:
Sysracks SRF-Freestanding model assembly instruction
Sysracks SRW-Wall Mount model assembly instruction
Sysracks PR-Premium model assembly instruction

How long does it take to set up a cabinet?

A wall mount cabinet is usually takes no longer than 45 min to assemble. Free Standing cabinets may take up to 2 hours based on ability/experience. No special tools or ability required but it may change the assembly time.

What if I have questions during assembly?

Please describe the nature of the issue (with pictures) and email us at info@sysracks.com. You can expect an answer within 2 hours during business days/hours.

Payment / Price

What payment methods are available?

Credit/Debit Card, PayPal, Bank / Wire / E-Transfers. Please note, no payment can be completed on site

Does Sysracks offer Price Match?

Yes, you can request a price match for the same Sysracks product selling for lower price on any North America marketplace. (restrictions may apply: EX the same item, only prior placing an order and other).

Tax Exemption question

Please email us the Certificate of Tax Exemption or other questions at info@sysracks.com

How to obtain a Price Quote?

For a Quote over 10 units or $2000, please email us at info@sysracks.com and provide the following info:

– PN or Model
– Qty
– Shipping address
– When you need the order for

Quotes are valid for 14 business days.

What currency will I be charged (USD-CAD)

The currency reflected on your screen (shopping card at check-out). The currency can be switched at the top/right corner.

Shipping

Where my order will be shipped from

Orders are shipped from a US or Canadian Sysracks distribution center depending on availability of particular item. No change on the price or transit time.

Is there a tracking number?

Yes, you will receive a separate email-confirmation with tracking number within 24 hours during business days.

How do you ship my order?

Normally, we ship by FedEx Ground or UPS Standard in flat pack. For other than Ground Service orders please contact us.

Is the product supplied assembled?

Our cabinets are supplied disassembled / flat pack from door to door. No special tools or loading dock required.

What is the handling time?

We ship within 2 business days. Please contact us for urgent orders.

What is the transit time?

The average transit time in USA and Canada is 3-5 business days.

What happens if the order arrives damaged?

We cover you in case of damage occurred in transit. If a part arrives in unusable condition, we will ship a replacement one immediately. Please emails us pictures showing the nature of damage, your order number and shipping address.

Can an item be delivered assembled?

Only in the region of Montreal, Qc. Additional fee may apply.

How much is the shipping cost?

The shipping calculator in available in “shipping estimation” tab on each product page.

Is the shipping included in the online price?

No, only the item price. The shipping cost estimation is available online.

Can you Drop-Ship my order?

Yes, please specify details at check out, or email us the details

Local Pick-Up? Montreal only.

You can arrange a pick up at our warehouse in Montreal saving on shipping. Please place a Local Pick up order and book an appointment.

Returns / Exchange

What’s the return polic

– We offer 30-day return / exchange policy. The buyer is responsible for return shipping in case any errors occurs after the order has been processed (examples: wrong item, wrong size, wrong address etc.).

– It is impossible to cancel/modify the order once it has been processed/shipped.

– All returns are accepted only in it’s original packaging with the original protective / shipping materials. No refund for shipping cost unless another Sysracks item (higher value) purchased.

– Subject to 15% restocking fee.

– If you purchase an incorrect item, please email us with details and we will be happy to assist you.

In an FAQ our customers may find answers to a most frequently asked questions and make their visions
more clear. Our Customer and Technical Support Team works for you 24\7. Time won’t be a boundary in
achieving the best solution for your business.

FAQ section was specially designed for customers for having an option to specify and clarify all the
technical aspects that refer to our products line. Our company consists of highly skilled
professionals that are able to give an answer to all types of question in a short time. Mostly,
questions are subdivided into technical and customer ones.

Specifications

What kinds of Server Rack Side Panel are currently available?

Removable solid, fixed solid one and removable louvered and removable fixed

Can you give the advice of the server cooling technology economy?

There is a wide variety of solutions that may be implemented for your business needs. The most suitable option is to contact us directly with a way that is convenient for you, so our engineers and constructors may propose you the most profitable options.

Can you name the standards for manufacturing and design of the server racks?

IEC
EIA-310
IEC 60297

What the point of using two-post server rack?

Two-post racks give an option of two vertical posts. It may depend on the design. Usually, this type of construction is applied in the telecommunication industry.

What’s the most suitable time for choosing the four-post server rack?

The four-post server unit is used to support front and rear of equipment

Can you name the most frequently used or common heights applied to racks?

There is a wide range of heights measurements that is common. They may wary from 7U to 60U and even more. The customer has the option of choosing one.

What is the meaning of a U letter? What does the Rack Unit mean?

It does mean the measurement unit that is applied in business. Mostly, it’s used to define vertical space availability in a rack. It equals 4.45 cm or 1.75 inches. It is a standard used and categorized by the Electronic Industries Alliance (EIA)

What’s the availability of service rack types? What types are currently available?

Currently, open frame network server racks, 19 soundproof server cabinet, portable under desk 19 server cabinet, wall mount rack cabinets, floor-standing rack cabinets are available.

Other

Am I responsible for import duties and taxes?

Yes, our international customers need to get acquainted with all taxes and charges information required. It is a customers responsibility. In case of any additional questions arise you may contact us directly with an email or phone number.

What about international shipping? What postal services do you use?

Currently, we use FedEx and USPS. If your order was placed until 07-00 AM it will be delivered to you the same day. As for shipping terms, we cannot be sure about them and estimate them.

What the time of shipping in case I made an order today?

Any type of order that was placed before 7 am central time will be delivered on the same day.
In a Customer Support Section, our clients are able to ask questions refer to shipping, delivery, returning an item, etc.

Is there an option of ordering an item that is not mentioned on a website?

Yes, sure. We’ve got a wide line of product that physically cannot be included. You can contact us directly or leave a request.