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WHAT TO DO WHEN YOU HAVE A SERVICE ISSUE:
On Site Service Agreement, Service Call Processing:
1)
Contact us to open all OSSA service calls. This can be done
by the following methods: · Telephone: 770-664-4822 or toll free at 1-866-777-8450 or 1-888-275-2771 · E-mail: ossa@compamerica.com
Note: If you have 24/7 help desk coverage with your OSSA agreement, and your need is urgent, you should contact OSSA Support by telephone. OSSA Support’s help desk is staffed from 8:00 AM until 12:00 Midnight Eastern Time. If you call takes place ‘after hours’ the call will be answered by an answering service and you will be prompted to leave a message under “support.” One of our after hours help desk technicians will telephone you back within one hour of your call to begin diagnosis.
2) For all Service warranty calls, please be prepared to provide the site name, address and telephone number, and the site contact name. Also provide a brief description of the problem, the model and serial number(s) of the affected equipment, and a brief description of the diagnosis by your personnel. It is very important that you have the system serial number so our help desk can immediately look up your information in our database for quicker and more effective diagnosis of your problem.
3) A service call will be logged into our service call system, and a technical service representative will call the site contact within one hour.
4) Our technical service representative will provide additional diagnosis, and will coordinate the dispatch of parts and on-site service technicians as needed. Our service goal is to diagnose and dispatch on the day each service call is received and complete service on the next business day. Service calls opened after 3:00 P.M. (site’s local time) each day will be processed on a best effort basis, customer site demographics may impact same-day parts and on-site services procurement.
5) Your warranty purchase requires that you allow our help desk to perform a minimum amount of troubleshooting / diagnostics to provide indicators of the appropriate actions required to resolve the failure and to identify which spare parts may be required. If you would like to have an on-site technician make a “troubleshooting/diagnostic” visit, we would be happy to quote you for this.
6) Your designated contact will be informed regularly of the progress of open service calls. Updates can also be obtained via our on-line service call program accessed from http://www.compamericadirect.com/ossa. Telephone calls will be used for priority issues; printed reports can be faxed and emailed as requested.
7) CompAmerica's OSSA Services Help Desk is open Monday to Friday, 8:00 A.M. to 12:00 A.M. Eastern Time. Technical service representatives are on-call for after-hours service responses. The principal period of coverage for many sites is Monday through Friday, 8:00 A.M. to 5:00 P.M. Site Time. Extended hours and holiday coverage can be quoted on request.
OSSA On-site Warranty Coverage and Limitations
The CompAmerica OSSA Support Services Warranty Service Plan purchased by you determines the services provided and the period of warranty coverage.
The Warranty Service Plan provides for the replacement of Server/Workstation components that fail due to manufacturing defects in materials and workmanship per your standard warranty. Excluded from warranty coverage are acts of nature, such as electrical storms, floods, fire, etc., acts of war and terrorism, criminal acts, and customer damage and negligence.
Upon receipt of a service request from you, Source Support Service’s help desk will contact you promptly to begin diagnosis and arrange a time for the delivery of service. After diagnosis has been performed, the help desk will then coordinate the dispatch of service parts and field engineers to your site within the terms of your Warranty Service Plan.
Under the terms of the service plan, you are responsible for providing our field service engineers with access to your Server/Workstation in a safe environment.
If spare parts have been shipped to you, shipping labels will have been included for the return of unused and defective parts after service is complete. You agree to properly package parts for return and deliver the package(s) to the selected courier for return to the appropriate address on the return shipping label. Please contact CompAmerica's OSSA Support Services at 1-770-664-4822 immediately for assistance with parts return issues.
You are responsible
for the replacement price of parts that are not returned. and for
those damaged in transit due to improper packaging. If parts return
shipments are not received within 10 business days of the completion
of the repair to your Server/Workstation, you will be invoiced for
the parts replacement price and an administration fee of 10% of the
parts replacement price and no less than $25. The parts delivered
to your site at the initiation of service become your property after
the returned parts are received, unencumbered by any lien, at Source
Support Services. Who to contact about any problem obtaining OSSA service and have an OSSA Contract Call CompAmerica's OFFICE OF THE PRESIDENT 9 AM -6 PM EST USA at 908-931-1200 if you have any problem obtaining OSSA Service and have purchased an OSSA Agreement. We'll happliy resolve any problem immediately.
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