SERVICE PROGRAMS
What’s the difference between 24x7 and what you call True 24x7?
Many of our competitors tout 24x7 support. None can, however, compete with the level of service you will receive
from Stancil Corporation. We provide a true 24x7 helpdesk with knowledgeable Support Engineers to handle your
calls 24 hours a day, 7 days a week. Others only provide an answering service with a callback within four hours.
Why is Stancil’s support better than support for competitive products?
When customers call our tollfree helpdesk, a factory trained Technical Support Engineer will handle the call.
Whether it is a simple question or a complex issue with the system, our Engineers will work diligently to satisfy the
customer’s needs with one main objective, Complete Customer Satisfaction. This includes the initial call as well as
follow-up calls to ensure the Customer is satisfied with the resolution.
Do you offer on-site services for my mission critical system?
Stancil has prided itself on being able to quickly respond to customers’ needs. If a customer requires on-site
service, Stancil can provide this anywhere in the Continental US with a guaranteed four (4) hour or less response
time. Our on-site offerings are addressed later in this document.
What different maintenance options are available for my system?
There are seven options for Maintenance Coverage once the warranty expires. Below are the descriptions of the
seven options. Pricing for these Maintenance Options are included in the bid proposal.
Option 1:
24x7 Helpline, Hardware Replacement, Software Upgrades and On-Site Service
Option 2:
24x7 Helpline, Hardware Replacement and Software Upgrades. 8x5 On-Site Service
Option 3:
8x5 Helpline, Hardware Replacement, Software Upgrades and On-Site Service
Option 4:
24x7 Helpline, Software Upgrades and Hardware Replacement 24x7
No On-Site Service
Option 5:
8x5 Helpline, Software Upgrades and Hardware Replacement 8x5
No On-Site Service
Option 6:
24x7 Helpline and Software Upgrades
No Hardware Replacement or On-Site Service
Option 7:
8x5 Helpline and Software Upgrades
No Hardware Replacement or On-Site Service
EQUIPMENT WARRANTY
What kind of warranty will I get with my system?
Initial Equipment Warranty - The Stancil Logging Recorder includes 24 Hour Toll Free Telephone Support,
Replacement Parts, and Labor (Return to the Factory) for one (1) year from the date of installation. Further in this
document we will address upgrading the Warranty and Extended Maintenance Options.
How can I upgrade my system’s current warranty?
The standard Warranty includes labor to repair the system. However, the labor is for telephone support and
diagnosis of system problems, as well as telephone software support. It does not cover labor for replacement of a
part on-site or reloading of software on-site. If you are not planning to provide on-site labor yourself, or if you do
not have an IT department to provide this on-site component, Stancil Solutions has two options available to
upgrade your warranty to include On-Site Service directly from Stancil Solutions. You can add on-site service with
24x7 coverage or Monday-Friday between the hours of 8AM and 5PM local site time. Pricing for these two options
are included in the Price List.
What are your typical support fees should I decide not to sign a contract?
Let’s face it, as much as we would like, service cannot be free. To be the best in the industry, there are several
things that are required to provide a high level of ongoing 24x7 technical support and customer service. There’s
rent, electricity, water, phones, toll free numbers, computers, etc… And yes, the most important issue is highly
trained and knowledgeable people. Maintenance agreements and hourly fees fund these activities. Below are hourly
rates for end users for systems not covered under a Stancil Solutions Maintenance Agreement.
Coverage Hours Customer Cost Per Hour Minimum Bill Time
Telephone Support M-F 8AM-5PM 200.00 1/2 Hour
Telephone Support After Hours 275.00 1 Hour
On-Site Service M-F 8AM-5PM 225.00 2 Hour +Travel 1 Way
On-Site Service After Hours 337.00 2 Hour +Travel 1 Way
*Note that all times are considered for Local Site Time.
Service Call Process
What is the process for obtaining support for my system?
· Now that we have covered all of the basics, let’s talk about the service call process. When customers call
Stancil Solutions, there are several activities that take place. Below will give you an idea of what to expect
when you contact us.
· Customer calls our toll/free Support Number: 800-290-4103
· Service call is received. A certified support engineer will answer your call.
· The Support Engineer will ask for a system serial number or look up the information up in our tracking
system by site name.
· If the system is covered under warranty or a maintenance agreement, the ticket is opened and the
engineer will proceed with asking the caller for the problem.
· If the system is not covered under warranty or a maintenance agreement, the caller will be informed that:
“Our records indicate the warranty has expired on your system. In order to proceed, we will need a billing
authorization signed and faxed back to us authorizing us to charge for this call. We estimate the charges
will be xxxx” depending on the problem and time of day. A billing authorization will have to be completed,
signed by the customer and faxed back prior to any support being provided. Stancil Solutions Technical
Support Staff will dial in via remote management software or talk the end user through any problem
reported.
· If a part has failed, a replacement part will be sent overnight (on equipment covered under Warranty or
Maintenance Agreement including Hardware Replacement) to the customer location for delivery.
· If the system has On-Site coverage with Stancil, we will schedule an on-site technician to meet the part.
We guarantee a four (4) hour response (in the Continental US) or less from the time the user receives the
part to the time the On-Site technician arrives.
· Once the problem is resolved, we will follow up with the customer to make sure everything has been
resolved to their satisfaction. If so, the ticket will be closed.
