Hello @javivalero ,
I hope this email finds you well. I am writing to you in regard to a product currently in your possession – an NPI (New Product Introduction) which has not been officially launched yet.
Please be advised that customers who have been granted early access to such products have assigned their field engineers. Your designated field engineer should serve as your primary support channel for any issues, concerns or queries you may have about this product.
Our online support team will be opening a wider range of support for this product once it has been officially released. Until then, they will not be equipped to provide the desired assistance.
We appreciate your understanding in this matter and look forward to further enhance our partnership with you. Should you have any questions, please feel free to connect with your field engineer, or contact my team and me directly.
Thank you for your understanding.
Best regards,
Pavel