Support
Technical Support Guidelines
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:
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.
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.
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