---
title: "Request Types"
canonical: "https://docs.rubiconwater.com/space/RSCUG/2007531668/Request%20Types"
format: markdown
---
> Macro (toc)

> ℹ️ We divide requests into groups and subgroups so we can quickly assign and prioritize your request. Choosing the right type of request helps us to process your request more efficiently.

Click into the request types to see more details of the request types and sub-types available. We use the following main groups:

# Support Requests

Lodge a general support request to ask for help resolving a problem you are having with a Rubicon product. 

There are four types of support request - Incidents, Problems, Queries, and any other Support Requests. Please try to choose the appropriate request type so we can respond to your request appropriately. If you are not sure what type of request to lodge, please lodge a general support request.

# Field Service Requests

Lodge a Field Service Request when you need a Rubicon technician to perform maintenance, configuration, or installation services, or when you want to order spare parts. You can also suggest or request new hardware features.

# Software Service Requests

Lodge a Software Service Request for software maintenance issues such as upgrades, database maintenance, UAT testing issues, or to suggest or request new software features.

# Hardware Return Requests

Create a hardware return request to obtain a Return Merchandise Authorization (RMA) number for faulty parts or products.

**DO NOT return any items until you have been notified that your return request was approved. We will not accept a returned product without an RMA number**

> ℹ️ **Note**
> ℹ️ 
> ℹ️ Products shipped to Rubicon Water must be properly packaged to prevent loss or damage in transit. Shipping your RMA to Rubicon Water using regular mailing envelopes is not acceptable, as they do not protect the product from damage during shipping.
> ℹ️ 
> ℹ️ Rubicon Water will not repair or replace product that is shipped in such a way that the product is not properly protected.
> ℹ️ 
> ℹ️ Rubicon Water will not accept any product that has been damaged as a result of accident, abuse, misuse, natural or personal disaster, or any unauthorized disassemble, repair or modification.