Support that starts before the order
We build the touch layer and nothing around it. That means every project we ship has exactly one seam in it — the line where our frame or panel meets your housing, your firmware and your production line. Products do not fail on the display. They fail at that seam. Everything on this page exists to close it.
Four moments, one engineer
Most suppliers appear at one of these four moments and disappear at the next. The reason our support is structured this way is that the same person who reviewed your drawing is the one who picks up when the unit misbehaves on site — so nobody has to explain the project twice.
Drawing and clearance review
Send a DXF, a STEP or a photo of the housing opening. We check bezel clearance, glass thickness, FPC exit direction and controller space, then answer with a part number — or with the one thing that has to change first. Free, 24 hours, no order required.
Fit and interface questions
Which USB port, how long the cable can run, whether the frame fits behind a 3 mm front sheet, what torque the M3 inserts take. Answered by the engineer who specified the part, not by a sales inbox.
Enumeration, calibration, multi-touch test
The twenty minutes where a good part looks broken: the OS calling it a mouse, a corner that reads 4 mm off, two fingers fighting each other. We do this with you on a call, screen shared, both ends looking at the same cursor.
Failure analysis and spares
Photo or video triage within four working hours, then a written decision: replace, credit, or send the two components that actually failed. Controller boards and LED tubes for any frame we shipped are held for five years.
Response times we hold ourselves to
Measured in working hours, Monday to Saturday, 09:00–18:00 GMT+8. Anything that arrives after 18:00 starts the clock the next morning. If we miss one of these without telling you why, say so on the next email and it goes to the top of the queue.
| Situation | Who answers | Target |
|---|---|---|
| Quotation with a matched part number | Sales engineer | 12 working hours |
| Drawing or clearance review | Mechanical engineer | 24 hours |
| Install or calibration problem, unit on site | Support engineer, remote | 4 working hours |
| Unit reported dead on arrival | Support + QC | 48 hours to a written decision |
| Custom project in tooling or pilot | Named project engineer | Same day, WhatsApp or WeChat direct |
What comes with the part
These are not options and they are not a support package. They ship with every order, including a single sample, because a part without a drawing and a calibration file costs both of us a week.
| Deliverable | What it contains |
|---|---|
| Datasheet | Guaranteed limits, not typical values. If a number is not guaranteed, the sheet says so. |
| 2D drawing and 3D model | DXF and STEP of the exact part you ordered, dimensioned to the outer edge. |
| Calibration tool | Windows (7–11, 32/64-bit) and a Linux command-line build, plus the profile file for your size. |
| Installation sheet | One page: clearance, screw torque, cable route, grounding point, first-power-on test. |
| Controller power note | Current draw at idle and at peak, so you can check the port before the unit browns out. |
| Test record | Touch points, linearity, report rate and the operator's initials for the unit in your carton. |
| Packing spec | Carton size, gross weight, pallet pattern and container quantity for your size. |
| Firmware version | Locked at shipment and printed on the label, so a re-order behaves the same way. |
When the size is not on the list
Above 86 inch and anywhere the shape is not a rectangle, the engineering support is the product. A 3 m frame that bows 4 mm in the middle will read as a dead zone in the centre of the screen, and no amount of calibration fixes geometry. So the support starts at the drawing and ends with the spares kit.
DFM report before tooling
Three pages on what breaks at your dimension — frame stiffness above 2 m, glass sag, controller placement, cable exit. Sent before you pay for tooling, not after.
Mock-up in 5–7 days
Real extrusion and real corners, electronics only if you need them. Enough to check the fit in your housing before committing to a batch.
First unit built on video
For curved, L-shape and LED-wall frames we assemble the first one on camera and you watch the corners go in. It takes twenty minutes and removes most of the risk.
Per-batch firmware profile
The calibration and settings of unit 1 are cloned to the batch, so unit 400 reports the same coordinates as the sample you approved.
Spares kit
One controller and one LED tube per twenty frames, priced into the quote rather than discovered later.
On-site commissioning
Quoted at cost for projects above 100 units or above 86 inch. Two days, including training for whoever will service it.
How to ask so it takes one round trip
Roughly two thirds of support threads run to six emails because the first one contains a symptom and nothing else. These five items turn it into one reply:
- The label. Part number and date code are printed on it. A photo is faster than typing and settles which firmware you have.
- Operating system and version, plus whether the host board is x86 or ARM. Android on an RK3588 and Android on a phone chipset behave differently.
- What the OS calls the device. “HID-compliant touch screen” is a working digitizer. “HID-compliant mouse” means the descriptor was flashed in mouse mode and we will reflash it.
- What changed. New cable, new glass, new housing, new OS build, unit moved building. Faults have a before and after.
- A ten-second video of a finger touching each corner in turn. Corner-by-corner behaviour tells us more than any description.
Contact the support team → · Installation guide · Calibration and software
What the number actually buys you
We have been building touch components since 2011, which in this industry means we have already broken most of the things you are about to try. A frame that ghosts because the anodised coating insulated the ground path. A 98 inch unit that installed flat in the workshop and bowed on a wall in direct sun. A capacitive panel that worked perfectly until the customer wiped it with a disinfectant containing glycol. An Android box that reported single-touch because the kernel had hid_multitouch compiled as a module that nobody loaded.
None of that is in a datasheet. It is the reason the first reply to a support email usually contains a question you did not expect rather than a form to fill in — and the reason we would rather spend twenty minutes on a video call before you cut the housing than three weeks on an RMA afterwards.
Support questions
Do you charge for technical support?
We are a small integrator ordering five units. Do we get the same support?
Can you help if the display is not yours?
What do you need from us to diagnose a fault?
Do you support products you did not sell?
How long do you keep spare parts?
Need an engineer, not a catalogue?
Send the size, the housing drawing or just the problem in one paragraph. You get a reply from someone who builds these parts, within 12 working hours.