In today's world of ever changing
technology, it is our mission to provide the
highest levels of support for Reach Systems
products and services. For continuing our
Certified Dealers on the path to success,
certain guidelines are now in place. Reach
Systems rewards certified persons with
Approved Dealers access to FREE support
24/7, 365 days a year and discounts for
extended services.
Service Agreements
Technical Phone Assistance
Reach Systems offers direct support to
anyone who needs assistance with any
products supported, Monday through Friday
between the hours of 5:00 am to 5:00 pm
Pacific Standard Time excluding holidays.
After Hours and emergency support is also
available with our After Hours Support
Policy.
Remote Diagnostics
Reach Systems offers remote diagnostics and
trouble shooting for anyone that is in need
of assistance to diagnose a possible problem
with any system component. This service is
for use in conjunction with Reach Systems
Technical Phone Assistance and After
Hours Support Policy.
After Hours Support Policy
Support is available at NO CHARGE for
certified Reach Systems Technicians calling
for assistance any time, day or night, as
long as the
following conditions are met:
-
Certification is current from Reach
Systems
-
Your
company is an Reach Systems Approved
Dealer in good standing
-
Parts
that are supported were purchased
through Reach Systems or an approved
supplier
Extended Services
It is very important to Reach Systems and
our family of dealers, that the product is
well represented. Therefore, we offer
on-site technical support to Authorized
Dealers. We are available to visit on-site
on a case-by-case basis. Reach Systems also
may charge for this service. Reach Systems
Extended Services Personnel are available
only to assist certified technicians, and
Reach Systems personnel will not perform
panel wiring, network cabling, or deal with
end-users directly.
Advanced Replacement Guidelines
If any component has been diagnosed by the
Reach Systems Technical Support Team to have
failed, an advanced replacement will be
shipped immediately with freight pre-paid.
In conjunction with the shipping of an
advanced replacement, a net 30-day invoice
will be generated for shipped items and
freight. The generated invoice will be
credited once the damaged items have been
returned to Reach Systems. If the hardware
is not returned within designated amount of
time the invoice issued will be due and
payable. If cause of failure is diagnosed by
the Reach Systems Quality Assurance
Department that damaged items are not
covered under warrantee, the invoice issued
will be due and payable.
You are automatically eligible for advanced
replacement if you meet the following
conditions.
-
Current
certification from Reach Systems
-
Your
Company is an Reach Systems Approved
Dealer
-
Parts
that are to be replaced were purchased
through Reach Systems or an Approved
Dealer
-
Your
account is in good standing.
