Countless hours are spent developing unique solutions to solve critical business and consumer issues, crafting deployment plans, and preparing solutions to win in the market. But it’s easy to overlook the importance of a comprehensive support and maintenance program backed by an experienced global support services organization. Without a properly executed program, you will fail to quickly and effectively resolve customer support issues. Ultimately eroding the brand you have worked so hard to create.
Customers have a variety of options with UNICOM Engineering’s global support programs to extend product lifespan and maximize uptime. These programs are designed to help ensure high availability, rapid response, effective troubleshooting, fast parts replacement and 24-hour support. When bundled together as a comprehensive program they remove the risk and burden of supporting deployed solutions, providing a key competitive advantage. Review the programs available, discuss your needs with our team and let us design a suitable, cost-effective program.
Three base support and maintenance programs have been developed to meet customer requirements covering everything from depot level repair to advance replacement of parts or a complete solution. Additional options can be added to extend your coverage, provide on-site resources and minimize delays associated with parts availability.
Available support and maintenance programs and options
Our three core programs are represented in green with add-on optional On-Site response Services in blue.
UNICOM Engineering guarantees that every system we manufacture functions properly — 100% free from workmanship defect under our Basic Warranty Support terms for two (2) years after receipt of product. Extended (optional) warranties are available to lengthen warranty periods. Consumable items like filters, tapes and batteries are not covered.
Components shipped separately and not integrated into systems are under UNICOM Engineering warranty for 30 days.
Basic Warranty Support provides direct access to UNICOM Engineering’s technical staff via phone, web or email. Phone-based technical support is available between 8:00 AM and 8:00 PM EST Monday through Friday (excluding UNICOM Engineering recognized holidays). Our on-staff experts are always ready to answer questions and resolve problems. If after troubleshooting in warranty product, any damaged or inoperable equipment is identified, simply return it on an RMA and we will gladly repair or replace the equipment and expedite its return to service. For equipment deemed out-of warranty, repair and return service is handled on a time and materials (T&M) basis.
UNICOM Engineering offers Advance Server Replacement (ASR) designed specifically for fast system substitution. With ASR, pre-configured systems can be stocked at our locations and made ready to ship in the event of field unit malfunction. Field Replaceable Units (FRUs) are provided for user serviceable components such as hot-swap power supplies and hard drives. Forward stocking is also available as an ASR option and provides local city and gateway country locations to stage items within a country for dispatch minimizing customs delays.
Many customers prefer our optional Advance Parts Replacement (APR) program, which extends the warranty on parts for a minimum of one (1) year to a maximum of three (3) years. Once a failed part has been diagnosed and identified, a replacement part is shipped via priority freight Monday through Friday (excluding holidays). UNICOM Engineering assumes all freight charges for replacement parts. This program is ideal for solutions with third-party components such as network accelerator boards saving critical time as well as simplifying the tracking and processing of replacement components.
UNICOM Engineering offers three levels of on-site response that can be coupled with a support program. Each of the options below adds an on-site technician to complete the repair process when hardware replacement is required. All on-site response technicians are backed by UNICOM Engineering’s in-house support staff to troubleshoot and resolve issues. Forward stocking of replacement parts is available in conjunction with any of these programs to enable expedited arrival of parts for on-site technicians.
When technical issues require professional on-site assistance, Advance Parts Replacement with On-Site Technician delivers experienced technicians to your door during local business hours (between 8:00 AM and 5:00 PM). This service is chosen by those that want to guarantee problem-free installation or equipment replacement.
When 24×7×365 availability is mission critical, our Anytime On-Site program gives you full-time service and support — weeknights, weekends and holidays included. This complete program includes all the components of APR/ASR with On-Site Technician and dispatches a hardware technician to your location (any time of day) in as few as four hours after the replacement parts are delivered onsite.
For the most all-inclusive, hands-on support, service and troubleshooting program available, many UNICOM Engineering customers choose our Anytime On-Site with Advanced Troubleshooting program. This program offers the ultimate insurance against long-term downtime and guarantees that a technician is dispatched (within four hours of the support request) to your facility where they can quickly diagnose and solve equipment problems. If necessary, our technicians will order and install replacement parts and/or systems that arrive by priority freight. If your application warrants fail-safe operation, regular and timely maintenance, or you need top-line support services, Anytime On-Site with Advanced Troubleshooting is the program of choice.
The following additional services are offered to further enhance a program to meet your specific needs. These can be added to any program above Basic Warranty Support.
Streamlining the speed in which parts or systems make it to your location is critical to maximize uptime. When you are doing business on a global scale, this becomes increasingly more difficult with the potential delays and complexities of clearing customs. This is where the ability to access Forward Stocking Locations (FSLs) can become invaluable. FSLs provide a method for spare parts and systems to be stocked in a depot location within select countries for immediate dispatch without the impact of import delays of international shipments. We currently maintain 49 stocking locations with access to more than 700 others worldwide. Once this service is up and running, dispatch requests can be placed with our service organization 24x7x365 for real time responsiveness.
UNICOM Engineering works with companies in a variety of industries that secure data and their desire to protect it is imperative. With this in mind, we’ve developed the Non-Return of Drive (NRD) service to alleviate the requirement of returning failed storage media. The NRD program allows the end user to retain the failed drives and to avoid any financial or paperwork issues related to returning the drive to UNICOM Engineering.
The quicker we start to engage the faster this can happen. We’ve provided some baseline information above, but we are much more engaging in person. Let’s discuss the technology and services that will optimize your application and drive performance.