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The Technology Solutions Group (TSG) of Digital Controls offers a very wide assortment of hardware maintenance programs to satisfy the individual needs of our customers. We also work with
them to customize these programs when required.
Unit Exchange maintenance - The Unit Exchange program is our most popular
maintenance program. This program provides telephone support via an "800" number and next day replacement of a failed unit. If a problem occurs, the customer calls our
help desk where a highly experienced Customer Support Professional (CSP) will be assigned to assist in troubleshooting and diagnosing the problem. When necessary, a
replacement unit will be sent overnight to replace the failed unit. This program is designed for our customers who have some technical expertise on staff.
Unit Exchange w/spares On-Site - For sites that cannot afford to be down overnight,
we provide reduced pricing for on-site spares when purchased with Unit Exchange Maintenance. This program will reduce downtime for critical hardware applications.
On-Site Maintenance - For customers who do not have the time, personnel or
expertise to deal with problem diagnosis and repair, we provide on-site maintenance through service partnerships with our Strategic Vendor Partners (Sun Microsystems,
Cisco, Compaq, NCR and others). Our support team arranges for a contract to maintain your equipment with one of these partners. If there are problems with the covered
equipment, you contacts our help desk and they will manage the incident and the dispatching of the appropriate field engineer. TSG is your first point of contact for these
hardware maintenance contracts. We take care of the headache of dealing with the field engineer for you. Field engineers, from our maintenance partners, work with our
CSP's to diagnose the problem and perform the replacement of a failed part or unit, without you having to use precious resources to manage the process. Many times, the
CSP handling a problem was involved in the staging and/or implementation of that equipment. This gives them a high degree of familiarity with the installation and helps
them assist the field engineer in resolving the problem much more quickly.
Repair and Return - For the customer, who is self-sufficient in diagnosis and
troubleshooting, our repair and return option provides a source for hardware repair. If the customer determines that a particular unit has failed, we provide repair services.
The unit is sent back to TSG, repaired and returned to the customer's location. The customer is charged the current repair price. Since repair time varies from a few days
to weeks, if this option is used, we suggest the customer purchase a spare unit(s) to replace the failed unit while repairs are being made.
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