Source Support Hardware Support

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Source Support Services


NOTE: this is a third party document belonging to Source Support not Userful. The terms below are subject to change by Source Support at any time without notice. If in doubt about any of the information included here, please contact Source Support directly.

Contents

Contact Information

11455 Lakefield Dr. Suite 200, Duluth, GA 30097


support@sourcesupport.com
Toll Free: 1-866-777-8450
Atlanta: 770-664-4822
Fax: 770-664-4481

Warranty Services Programs

Source Support offers the following warranty services:

  • 24/7 help desk support for systems located all over the world
  • On-site support both same day and next business day
  • RMA/Depot repair support in our facility in Duluth, GA
  • Advanced Replacement of Parts Support coming from our Depot’s in Duluth, GA, Amsterdam, Singapore and Tokyo.

Our Model:

  • We offer on-site support world wide including the supplying of replacement parts. Every system under warranty with us is detailed in our service call program.
  • When an end-user has a problem, he contacts our 24/7 help desk located in Duluth GA (suburb of Atlanta) via our toll free numbers both in N. America and Internationally.
  • The end user – will need to have the System Serial number on-hand so that our Certified help desk technicians can immediately call up the system detail to perform diagnostic and troubleshooting over the phone.
  • A minimum amount of trouble-shooting is required with the end-user to properly determine what parts are needed.
  • If the diagnosis is complete by 3pm Site’s local time we will arrange with the computer manufacturer to have the spare parts shipped out same day for next business day delivery in N. America, and if possible next business day delivery internationally.
    • Source Support does offer warranty with Source Supplying replacement parts as well
  • For those customers with Next business day on-site support, Source will arrange to have the locally based on-site technician available to be on-site the next business day, provided that the parts have arrived (or are already stored on-site.
    • Source does recommend that for international customers, a spare parts kit is sold with the unit to have on-site – if true next business day is to be achieved.

SOURCE SUPPORT’S STANDARD WARRANTY OFFERINGS

24X7 SERVICES: 24/7 Help Desk with Next Business Day (NBD) Response:

  • Technical help desk support available around the clock, 24 hours / day 7 days / week.
  • If call takes place after standard services hours (8AM to 8PM Eastern Time), the call is answered via an automated attendant which electronically notifies one of our 24X7 technical support staff. The call will be returned within one hour (typically 15 minutes).
  • On-site hours of coverage of 8:00am to 5:00pm site’s local time, Monday through Friday – with Next Business Day Response.
    • If Customer needs an on-site to take place after business hours or on weekends or holidays, Source can perform this at the established time and material rates.
  • Due to parts logistics capabilities, the diagnosis must be complete (parts needed identified) by 3pm Site’s local time for next business day on-site to take place. If the diagnosis is not complete by 3pm site’s local time, next business day becomes the following business day (see below for further explanation).
  • Spare / replacement parts must have arrived on-site before Source Support will dispatch the already acquired and prepared technician
  • Source will respond to the end-user location as soon as possible and no later than the next business day
  • Customers have access to Source Supports 24/7 on-line service call program

WHAT DOES NEXT BUSINESS DAY MEAN?

  • NBD: If call is diagnosed before 3:00pm Eastern Time, Source Support will be able to get an on-site technician to the site the next business day
  • An on-site technician will be dispatched to the site the next business day after diagnosis is complete and assuming parts are available.
  • Spare parts are shipped “same day” if time allows and shipped be over-night priority.
    • Spare parts are either shipped from Source Support’s Depot or the computer manufacturer’s depot (depending upon who supplies parts).

What to Expect From Our On-Site Technicians and their Capabilities

  • It is very important to understand that our on-site technicians are a contracted network of locally based companies and technicians all over America (and the world). They are our smart pair of hands and eyes, and are computer break/fix technicians.
  • The Source Support Coverage and Pricing Model is able to achieve very aggressive warranty pricing by having “break/fix” technicians locally based all over the world, and the diagnosis expertise here in Atlanta at our help desk.
  • The On-site technicians are sourced by Source Support and interviewed, reference checked, and basically “hand-picked” for each on-site visit and a complete “Pre-game” call and program is performed before each and every on-site to insure our on-site partner is fully prepared to perform his duties!
  • The Customer should not expect that the on-site technician is going to be a software or operating system expert.
    • Our expertise resides in the help desk. So if a customer says “the on-site tech did not know Linux” – your answer should be:
    • “Yes, that’s true, our help desk is where our Linux expertise resides, and to swap out the parts, etc. he does not need to know Linux – if he has questions and or problems, he is on the phone to the help desk techs in Atlanta who will walk him through any problems or trouble shooting.”

WHAT TO DO WHEN YOU HAVE A SERVICE ISSUE

Service Call Processing

  1. Contact Source Support Services Office in Duluth, GA, USA to open all service calls. This can be done by the following methods:

Note: If you have 24/7 help desk coverage, and your need is urgent, you should contact Source Support by telephone. Source Support’s help desk is staffed from 8:00 AM until 12:00 Midnight Eastern Time. If you call takes place ‘after hours’ the call will be answered by an answering service and you will be prompted to leave a message under “support.” One of our after hours help desk technicians will telephone you back within one hour of your call to begin diagnosis.

  1. For all Service warranty calls, please be prepared to provide the site name, address and telephone number, and the site contact name. Also provide a brief description of the problem, the model and serial number(s) of the affected equipment, and a brief description of the diagnosis by your personnel. It is very important that you have the system serial number so our help desk can immediately look up your information in our database for quicker and more effective diagnosis of your problem.
  1. A service call will be logged into our service call system, and a technical service representative will call the site contact within one hour.
  1. Our technical service representative will provide additional diagnosis, and will coordinate the dispatch of parts and on-site service technicians as needed. Our service goal is to diagnose and dispatch on the day each service call is received and complete service on the next business day. Service calls opened after 3:00 P.M. (site’s local time) each day will be processed on a best effort basis, customer site demographics may impact same-day parts and on-site services procurement.
  1. Your warranty purchase requires that you allow our help desk to perform a minimum amount of troubleshooting / diagnostics to provide indicators of the appropriate actions required to resolve the failure and to identify which spare parts may be required. If you would like to have an on-site technician make a “troubleshooting/diagnostic” visit, we would be happy to quote you for this.
  1. Your designated contact will be informed regularly of the progress of open service calls. Updates can also be obtained via our on-line service call program accessed from http://www.sourcesupport.com. Telephone calls will be used for priority issues; printed reports can be faxed and emailed as requested.
  1. Source Support Services Help Desk is open Monday to Friday, 8:00 A.M. to 12:00 A.M. Eastern Time. Technical service representatives are on-call for after-hours service responses. The principal period of coverage for many sites is Monday through Friday, 8:00 A.M. to 5:00 P.M. Site Time. Extended hours and holiday coverage can be quoted on request.

Warranty Coverage and Limitations

The Source Support Services Warranty Service Plan purchased by you determines the services provided and the period of warranty coverage.

The Warranty Service Plan provides for the replacement of Server/Workstation components that fail due to manufacturing defects in materials and workmanship. Excluded from warranty coverage are acts of nature, such as electrical storms, floods, fire, etc., acts of war and terrorism, criminal acts, and customer damage and negligence.

Upon receipt of a service request from you, Source Support Service’s help desk will contact you promptly to begin diagnosis and arrange a time for the delivery of service. After diagnosis has been performed, the help desk will then coordinate the dispatch of service parts and field engineers to your site within the terms of your Warranty Service Plan.

Under the terms of the service plan, you are responsible for providing our field service engineers with access to your Server/Workstation in a safe environment.

If spare parts have been shipped to you, shipping labels will have been included for the return of unused and defective parts after service is complete. You agree to properly package parts for return and deliver the package(s) to the selected courier for return to the appropriate address on the return shipping label. Please contact Source Support Services at 1-770-664-4822 immediately for assistance with parts return issues.

You are responsible for the replacement price of parts that are not returned. and for those damaged in transit due to improper packaging. If parts return shipments are not received within 10 business days of the completion of the repair to your Server/Workstation, you will be invoiced for the parts replacement price and an administration fee of 10% of the parts replacement price and no less than $25. The parts delivered to your site at the initiation of service become your property after the returned parts are received, unencumbered by any lien, at Source Support Services.

If you have any questions about your Source Support Services Warranty Service Plan, please contact Source Support Services at 1-770-664-4822.

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