Premier Hardware Support (PHS)

Support ⇒ Services ⇒ Legacy Hardware ⇒ Standard Support

Features:

LABOR

• Call Management Center (CMC)
  • Priority Response to all Trouble Calls
  • Remote Diagnosis/Telephone Consultations
  • Single Point-of Contact @1-800-936-2673
• On-site Remedial Maintenance
• Scheduled Preventive Maintenance

 

MATERIAL

• Parts Replacement
• All Replaceable Parts, Tools, Text Equipment, and Maintenance Materials Required for the Performance of Maintenance Service

 

INFORMATION

• Field Change Notices
• Peripheral Change Notices
• Technical Support Bulletins

 

Overview:

Standard Hardware Support (SHS) is designed to meet the needs of high demand users. It provides all labor, material, and information to secure maximum effectiveness of COMPRO systems.

 

SHS provides priority access to COMPRO's Call Management Center (CMC), on-site and remote hardware maintenance support, on-site remedial maintenance within 16 Principal Period of Maintenance (PPM) hours after determination that such service is required, automatic escalation procedures, parts replacement and any required hardware changes.

 

CMC is the single point-of-contact for COMPRO customers requiring technical support. CMC is easily accessed domestically via our toll-free number, 1-800-936-2673 and our direct dial worldwide number, 1-321-727-2211.

 

The CMC provides the following hardware-related services:

 

• hardware support
• problem determination and verification
• participation in remote troubleshooting and telephone support
• dispatch of on-site assistance as required
• scheduling of installations, upgrades, preventive maintenance and Quality Hot Line problems with system shipments.

 

COMPRO will provide remote diagnostic tools for all products either through built-in architecture or on SERIES and/or CONCEPT-32 systems through the external Telediagnosis Module (TDM).

 

COMPRO will make all adjustments and remedial repairs required to keep the products in normal operating condition during the Principal Period of Maintenance (PPM), 8:00 AM - 5:00 PM local time, Monday through Friday.

 

Service performed outside the Principal Period of Maintenance will be charged to the customer at the standard published Time and Material.

 

All equipment covered by SHS will be kept in optimum operating condition, with a 95 percent (95%) uptime availability.

 

Prerequisites:

 

• System audit & certification
• System in good state of repair
• Designated Point Of Contact
• Dedicated diagnostic communications line
• Any system which is not at the current hardware revision levels must be re-certified at the customers expenseNOTE:  All Encore, Gould and SEL systems should be maintained to the latest manufacture revision levels for both firmware and software.  These Engineer Change Orders (ECO) fix known defects in hardware firmware and software to allow the systems to operate at maximum levels of reliability.