Premier Hardware Support (PHS)
PHS is priced 15% above Standard Hardware Support (SHS) list price.
All PHS orders must have prior home office approval.
Premier Hardware Support (PHS) is designed to meet the critical needs of high demand users. It is especially appropriate during development phases when downtime cannot be tolerated due to program deadlines. PHS assures maximum uptime for users with critical applications.
PHS provides priority access to COMPRO/ENCORE's Call Management Center (CMC), on-site and remote hardware maintenance support, on-site remedial maintenance within eight Principal Period of Maintenance (PPM) hours after determination that such service is required, automatic escalation procedures, same day replacement of critical parts from nearest Service Office location plus any required hardware changes.
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:
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 make all adjustments and remedial repairs during the Principal Period of Maintenance (PPM), 8:00 AM - 5:00 PM. local time, Monday through Friday.
Service performed outside the Principal Period of Maintenance will be charged to the customer at the standard published Time and Material labor rates.
All equipment covered by PHS will be kept in optimum operating condition, with a 95 percent uptime availability.