FREQUENTLY
ASKED QUESTIONS
Click on a question:
PURCHASING A TEN-4™
SUPPORT
WARRANTY
SERVICE CALL PROCESS
PURCHASING A TEN-4
How do I place an order for a TEN-4™
System?
When placing an order for a TEN-4™
System or accessory, please fax the order including a P.O.
to 321-309-2794. A signed copy of the Installation and Site
Prep Guide must be received either via fax or via regular
mail prior to system shipment. If you have any questions or
need to check the status of an existing order, please contact
us at 321-309-2740 Monday through Friday between the hours
of 8AM and 5PM EST. After hours you will be able to leave
a message and someone will contact you the following business
day.
SUPPORT
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 Solutions. 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 support for the TEN-4™
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.
On-Site Service
Do you offer on-site services for my mission
critical system?
Stancil Solutions has prided itself on
being able to quickly respond to customers’ needs. If
a customer requires on-site service, Stancil Solutions 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. Maintenance Options
What different maintenance options are available
for my TEN-4™
system?
Stancil Solutions has 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
Warranty
EQUIPMENT WARRANTY
What kind of warranty will I get with my
TEN-4™
system?
Initial Equipment Warranty - The TEN-4™
Digital 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.
WARRANTY UPGRADES
How can I upgrade my system’s current
warranty?
The standard TEN-4™
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 the 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 TEN-4™
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
Stancil Solutions’ 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 TEN-4™
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 tollfree TEN-4™
Support Number: 800-290-4103
- Service call is received. A certified
TEN-4™
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 to Stancil Solutions 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, Stancil Solutions
will send a replacement part 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 Solutions, 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, Stancil
Solutions will follow up with the customer to make sure
everything has been resolved to their satisfaction. If so,
the ticket will be closed.
Please don’t hesitate to contact
us with additional questions! |
