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SOMNOmedics Support App – User Guide

for Distributors only!

Overview

The SOMNOmedics Support App allows distributors to efficiently communicate with the SOMNOmedics service team. Using the app, you can create and manage support tickets and RMAs (Return Material Authorizations), track their status, and collaborate with your colleagues.

This guide explains how to install the app, log in, and use all available features.

Download and Installation

The SOMNOmedics Support App is available for all major platforms:

Please download and install the app from the appropriate store for your device.

First Login

When launching the app for the first time, you will be prompted to enter your login credentials.

  • Login credentials are provided by the SOMNOmedics support team upon request.
  • To request access, please contact: service@somnomedics.de

After entering your credentials, select your name from the user list. You will then be redirected to the main dashboard.

Main Dashboard

The main dashboard provides access to all core functions of the app:

Report a New Problem

Creates a new support ticket. Use this option to report technical issues, software problems, or general support requests.

Select the device or software you have issues with, type in a subject and your description of your problem.
You can also upload files directly over the app like the error report, service report or pictures.

Reopen Ticket

Allows you to reopen a ticket that has already been closed, for example if the issue persists or reoccurs.

View Tickets

Displays an overview of all your tickets.

  • View ticket statuses
  • Filter tickets by criteria
  • Use the search function to quickly find specific tickets

Open New RMA

Creates a new RMA request.

Please type in an full error description, serial number and select the type of RMA.
With “add file attachment” you can add pictures or screenshots of the fault.
After clicking on “Submit RMA”, you can print out a pre-filled RMA form to send to us together with the device.

Important: Only open an RMA if the device is confirmed to be defective or needs a maintenance. If the problem is not clearly identified, please create a support ticket first so the issue can be evaluated by the service team.

View RMAs

Shows an overview of all your RMAs, including their current status.

  • Filter RMAs
  • Search for specific RMA cases

Add New User

Allows you to add new colleagues to your organization so they can also use the app.

Help

Opens the help section and user documentation.

Settings

In the settings menu, you can change the app language.

Support

If you have questions about the app or experience technical issues, please contact the SOMNOmedics support team:

Email: service@somnomedics.de