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Product Support Program

Product Support Program. Introduction. Online Support Service. Warranty and Support Plans. RMA Service. Educational Services. Spare Parts Orders. Introduction. Tier 1 Support - Dealers – End User Agreement Tier 2 Support – HQ Ottawa – Service Level Agreement. Online Support Service.

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Product Support Program

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  1. Product Support Program Introduction. Online Support Service. Warranty and Support Plans. RMA Service. Educational Services. Spare Parts Orders.

  2. Introduction • Tier 1 Support - Dealers – End User Agreement • Tier 2 Support – HQ Ottawa – Service Level Agreement

  3. Online Support Service TIER 1 – Dealers/Resellers TIER 2 – C-COM HQ - hours of operation

  4. Online Support Service – cont. Response time

  5. RMA Service 3rd party products – LNB, BUC’s, Modems, etc. Covered by vendor’s warranty and service only. No replacement inventory. Failed part is being forwarded to vendor for repair.

  6. RMA Service (cont.) • C-COM products – controllers, platforms, cables, etc. • Tier 1 - RMA inventory of local dealers. • Tier 2 – RMA inventory for systems under support plan/ warranty – Next Business Day Service. • RMA Standard Service. • RMA Advanced Replacement Service. • Shipping costs • NA customers. • Overseas customers.

  7. Educational Services Tier 1 – Educational Services. Tier 2 – Educational Services. Master Trainer Certification. Technical Documentation.

  8. Educational Services – cont. • Tier 1 – Educational Services. • Tier 2 – Educational Services. • Training iNetVu Introduction Courses for Installers • Troubleshooting Workshops for experienced support personnel • Training Courses for Tier 1 Support staff • Training Courses for Master Trainer Certification • iNetVu™ Knowledge Base Management

  9. Educational Services – cont. • Master Trainer Certification – requirements • Completion of iNetVu Introduction Course • Completion of Troubleshooting Workshop • 12 months minimum of proven experience on supporting and installing iNetVu systems • Passing Master Trainer Test and personal evaluation

  10. Educational Services – cont. • Technical Documentation • User Manuals • Installation Guides • Trouble-shooting Guides • Knowledge Base • Recommended Spare Parts lists • Technical Service Bulletins • Product Support Plan (this document)

  11. Spare Parts Orders • Order Preparation – identification of requested parts. • Order Process. • Delivery/Lead Time • Standard service – within 3 weeks • Six days service – 6 business days + 25% (up to $500) • 24h service – next business day +50% (up to 1K)

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