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Support Services

servicedesk

To ensure continuous work of our systems we have Service Center, which task is an increase of the overall reliability of serviced systems and reduction of the number of abnormal conditions in exploitation.

Smart Com offers the following types of support:

  • Standard support during the warranty period is carried out on the terms of equipment manufacturer and in working hours of the service center.

  • Extended support during warranty and/or after the warranty period is carried out on the terms of the Extended Service Support Contract and allows to consider all special requirements of the Customer, concerning both hardware and software aspects, as well as reaction time, recovery time of the equipment and the availability of spare parts in the store.

The list of services:
  • Consultations on solving technical problems;

  • Diagnosis of existing and prevention of potential failures of equipment;

  • Replacement of failed hardware components;

  • The pre-selling preparation, including an assemblage of internal components, assemblage and connection of external devices, equipment working capacity  test;

  • Installation works, mounting and equipment switching on a Customer’s platform, equipment connection to electrical and information network, testing of installed equipment;

  • Installation and configuration of system software;

  • Upgrade and change of hardware configuration to meet the needs of the Customer;

  • Scheduled-preventive maintenance.

Service Centre specialists regularly undergo training courses with the mandatory exams, confirmed by appropriate certificates.

All necessary technical and methodological documentation from equipment manufacturers is at the service center disposal.

In case of complex situations, which require modeling under laboratory conditions, the problem is escalated to the second and/or third level of service support.

The standard schedule of service center work:

Five days a week from 9:00 till 18:00 with a lunch break from 13:00 till 14:00, excluding Saturdays, Sundays and public holidays.

Consultations by phone:

Before calling please prepare the following information:

  • type, model and serial number of equipment;

  • description of the problem;

  • name and telephone number of your representative for additional diagnosis;

  • the exact information of any error messages;

  • configuration of hardware and software.

Make a request for service