Remote Hardware Support (RHS)

Support ⇒ Services ⇒ Legacy Hardware ⇒  Remote Support

(RHS is available through Home Office Quote.)

 

The customer must be trained and certified on all COMPRO/ENCORE equipment.

 

Features:

LABOR

• Call Management Center (CMC)
• Priority Response to all Trouble Calls
• Remote Diagnosis/Telephone Consultations
• Single Point-of Contact @ +1 321 727 2211 or + 44 (0) 1252 852228

MATERIAL

• Remote Exchange with Optional Advance Exchange
• Optional Logistics Support Programs

INFORMATION

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

 

Overview:

Remote Hardware Support (RHS) is designed to provide self-maintenance customers with all the elements to secure maximum utilization of their COMPRO/ENCORE equipment. RHS provides remote technical expertise, material support, and all update information required to keep the systems at the current revision level.

 

The Remote Exchange Program ensures a replacement part will be shipped to the customer site within five (5) business days after receipt of the customer's field replaceable unit. (Remote Exchange does not include peripheral spares on Multimax Systems). Advance Exchange, On-site Spares Rental and Spares Kits are available for an additional fee.

 

RHS provides priority access to COMPRO/ENCORE's Call Management Center (CMC), remote hardware maintenance support, automatic escalation procedures, a Remote Exchange logistics program, optional customized logistics support plans and any required hardware changes.

 

On-site assistance is available for RHS customers at the current published Time and Material labor rates.

 

CMC is the single point-of-contact for COMPRO/ENCORE 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 or + 44 (0) 1252 852228.

 

COMPRO/ENCORE's Call Management Center provides the following services for hardware customers:

 

• 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/ENCORE 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/ENCORE will provide remote support during the Principal Period of Maintenance (PPM), 8:00 AM - 5:00 PM local time, Monday through Friday.

 

Options:

Centralized Logistics and Diagnostics Service (CLDS)

Centralized Logistics and Diagnostics Service (CLDS) is offered at a discount off the published RHS price. Customers are required to provide an COMPRO/ENCORE purchased hot spares system for the covered system.