Warranty, SLA, and parts — all local.

Diagnostics & repair

Most issues are diagnosed remotely first. For hardware repairs, EMARQUE holds common parts for RTX PRO 6000 Blackwell, RTX 5090, EPYC, Threadripper PRO and Xeon W locally.

Pickup & return logistics

Free pickup and return inside Klang Valley. Insured courier nationally. Air-gapped customers can ship to our cleanroom or arrange on-site visits.

Multi-point QA standard

Every system ships after multi-point QA on CPU/GPU/memory/disk with a benchmark report. The same QA underpins every warranty repair.

How do I log a warranty claim with EMARQUE?

Email business@emarque.co or WhatsApp +6012 627 2280 with your system serial number (printed on the chassis and on the original delivery note) and a short description of the issue. Standard Care, Priority Care, and Enterprise SLA tiers each route through their own queue per the terms of your care plan. Most warranty claims start with a remote diagnostic screen-share to confirm root cause before any hardware is moved.

What parts does EMARQUE hold locally in Malaysia?

Common spare parts for the platforms we ship are stocked at the EMARQUE Lab in Malaysia — RTX PRO 6000 Blackwell, RTX 5090, AMD EPYC 9745/9755, Threadripper PRO 7000-series, Intel Xeon W and Platinum, ECC DDR5 DIMMs, Gen5 NVMe drives, server PSUs, and chassis fans. NVIDIA DGX components route through the manufacturer's authorised channel — we handle the paperwork, but advance replacement timelines follow NVIDIA's published service terms.

What's the on-site pickup radius on Priority Care?

Priority Care on-site collection covers Klang Valley and the broader Selangor area within 50 km of the EMARQUE Lab. Outside Klang Valley, EMARQUE arranges an insured courier round-trip with the carrier. Enterprise SLA includes contractual on-site response anywhere in Malaysia.

How do I escalate a Priority Care issue?

For critical incidents (production-down on a multi-user inference cluster or training run with deadline impact), escalate via WhatsApp +6012 627 2280 with the prefix [P1] — these route to the on-call engineer. Enterprise SLA includes named-engineer coverage and an explicit escalation matrix in your contract.

What does EMARQUE's multi-point QA actually check?

Multi-point QA runs on every assembled system before shipment and after every warranty repair. It covers thermal imaging under sustained load, GPU memory error scans, CPU all-core stress, RAM bit-pattern tests, NVMe SMART read/write at sustained Gen5 throughput, PSU rail stability, BIOS/BMC firmware verification, OS install validation against the customer's stated runtime, and benchmark replay against the original commissioning numbers. A written benchmark report ships with every unit and accompanies every warranty return.

Will EMARQUE provide a loaner unit during a major repair?

Yes — Priority Care includes a loaner workstation (RTX PRO 6000-class or equivalent) during extended repairs. Enterprise SLA includes advance-parts holding with no-loaner workflows where the contract specifies. Loaner units ship with a stripped-down OS and pre-installed runtime so your team can keep working on equivalent hardware while the primary unit is in the lab.

Can EMARQUE support an air-gapped or cleanroom deployment?

Yes. For air-gapped deployments, signed update bundles, driver snapshots, and firmware packages can be delivered on physical media — encrypted USB-C drives validated against your transfer policy. For cleanroom or restricted-access facilities, EMARQUE engineers can be cleared for on-site visits per your access procedure; remote diagnostics fall back to phone + voice support when network access is impossible.

Do you support customers in Singapore, Indonesia, or Thailand?

Yes — phone, WhatsApp, and email support runs from one Malaysian team regardless of where the hardware is deployed. Hardware shipments use air freight via KLIA with full logistics paperwork handled by EMARQUE; on-site engineer visits are scheduled with the appropriate visas and import clearances. See /serving for the full coverage breakdown.

Question not answered here? WhatsApp us or email business@emarque.co.