Premier Hardware Support (PHS)

Support ⇒ Services ⇒ Legacy Hardware ⇒ Premier Support

PHS is priced 15% above Standard Hardware Support (SHS) list price.

All PHS orders must have prior home office approval.

 

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
  • Priority On-site Remedial Maintenance
  • Scheduled Preventive Maintenance
  • Two (2) Hour No-Charge Overtime Work Through for Unresolved Problems
• MATERIAL
  • Priority Availability of Parts within the PPM
  • All Replaceable Parts, Tools, Test Equipment, and Maintenance Materials Required for the Performance of Maintenance Service
• INFORMATION
  • Field Change Notices
  • Peripheral Change Notices
  • Technical Support Bulletins

 

Overview:

 

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:

 

• 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 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.

 

Prerequisites:

 

• System Audit & Certification
• System in good state of repair
• Designated Point of Contact
• Dedicated Diagnostic Communications Line
• Any system which is not at the current hardware revision levels must be re-certified at the customers expense