ComnetiX offers various levels of support to best suit your business practices and technical needs. Below is an outline of the support packages we offer.
Level 1 Maintenance Agreement Support
- Unlimited telephone technical support for hardware and software from the ComnetiX Help Desk (24 hrs/7 days per week) via our toll free number
- ComnetiX Help Desk managed problem escalation, as required, to ComnetiX technical support staff to resolve unique problems
- Repair/replacement of defective parts on a "return to factory - pre-paid freight basis. Factory repair or replacement (ComnetiX sole option) to be done within five (5) working days of receipt of the defective component. ComnetiX pays return freight, UPS 2 day or equivalent.
Level 2 Maintenance Agreement Support
- Unlimited telephone technical support for hardware and software from the ComnetiX Help Desk (24 hrs/7 days per week) via our toll free number.
- ComnetiX Help Desk managed problem escalation, as required, to ComnetiX technical support staff to resolve unique problems. This does not include support for Customer provided communications networks.
- Free software standard version upgrades. ComnetiX will perform the upgrades and will schedule with mutually agreed times during normal working hour to provide this service. Standard version software is software that ComnetiX releases to their customer base at no charge to correct the original release and its' supported features.
- Telephone response to service calls will be made within four (4) hours from the time the service call was placed.
- On site maintenance coverage during weekdays (holidays excluded) during normal business hours (8:00 AM to 5:00 PM M-F) On site response by a ComnetiX Customer Support Engineer will occur within eight (8) hours in a 375 mile radius of an authorized ComnetiX service location (24 hours for remote customers). All on a "best efforts" basis during normal working hours.
*"Best Effort" basis provides reasonable response subject to delays, such as extreme traffic conditions, acts of God, weather, air travel postponements and other delays that may occur that are out of the control of the responding agent.
Level 3 Maintenance Agreement Support
- Unlimited telephone technical support for hardware and software from the ComnetiX Help Desk *24 hours/7 days per week) via our toll free number.
- ComnetiX Help Desk managed problem escalation, as required, to ComnetiX technical support staff to resolve unique problems. This does not include support for Customer provided communications networks.
- Free software standard version upgrades. ComnetiX will perform the upgrades and will schedule with mutually agreed times during normal working hours to provide this service. Standard version software is software that ComnetiX releases to their contract customer base at no charge to correct the original release and its' supported features.
- Telephone response to service calls will be made within (1) hour from the time the service call was placed and Help Desk Support will attempt resolution prior to Customer Support Engineer dispatch.
- On site maintenance coverage seven days, 24 hours (including holidays) On site response by a ComnetiX Customer Support Engineer will occur within (4) four hours of customer support engineer dispatch in a 375 mile radius of an authorized ComnetiX service location. (8 hours for remote customers), all on a "best efforts" basis.
*"Best Effort" basis provides reasonable response subject to delays, such as extreme traffic conditions, acts of God, weather, air travel postponements and other delays that may occur that are out of the control of the responding agent.
Toll Free Technical Support Line: 1-800-463-3073
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