Support
Support information should be visible before checkout
A new hardware brand earns trust by making warranty, returns, shipping, manuals, drivers, BIOS, and contact paths easy to find.
Support paths
Choose the right help path
Support should be organized around what the customer is trying to do rather than a long unstructured help page.
Support Center
Start here for order help, setup support, troubleshooting, and policy links.
- Best first stop for most customers.
Drivers & BIOS
A visible home for software, firmware, release notes, and update guidance.
- Placeholder until final files are ready.
Manuals
Quick starts, datasheets, mounting guides, and product-specific documentation.
- Placeholder until final files are ready.
Warranty
Coverage period, service process, exclusions, and proof-of-purchase requirements.
- Must be finalized before checkout opens.
Returns
Return window, item condition, shipping responsibility, and refund timing.
- Must be finalized before checkout opens.
Shipping
Processing time, shipping regions, tracking, duties, taxes, and delivery expectations.
- Must be finalized before checkout opens.
Trust layer
Support links should appear across the buying journey
The same policy and documentation pages should be linked from product pages, the footer, checkout support notes, and post-purchase emails.
| Moment | Customer question | Page to link |
|---|---|---|
| Before choosing a model | Can this product handle my deployment? | Compare Models / Solutions |
| Before adding to cart | What is covered if something fails? | Warranty |
| Before checkout | Can I return this if it does not fit? | Returns |
| Before payment | When will it ship and who pays duties? | Shipping |
| After purchase | Where are manuals, drivers, and BIOS notes? | Support Center / Drivers & BIOS / Manuals |