inføbond provides a complete summary of maintenance services for our customers. Following are the major service programs offered:
Service-Preconfiguration
Pre-Configuration of data communication equipment includes ordering of carrier circuits and coordination of circuit installations. We configure the user's equipment based on information provided by the carrier and customer including: unit IP address, subnet mask, IP gateway, IP Domain Name Server name, user name, encapsulation protocol and routing protocol. We test the configuration in a bench environment to confirm that the configuration will support the user's network requirements. Prior to shipment we test all ports, cables and connectors. Shipment of product occurs after we confirm the circuit has been installed successfully. Products are guaranteed to perform per the manufacturer's specifications.
Service-Installation
On-site installation of data communication product at customer's site including all of the features of Pre-Configuration services. Installations can occur at any time as required by the customer's needs. Additional costs may be incurred for services provided after hours, on weekends or during holidays. Installations are supported throughout the United States and internationally.
Service-Onsite Maintenance
24 Hour Hotline Support for network outages and/or hardware failures. Guaranteed 4 hour response for troubleshooting. Replacement product will be shipped the same day for hardware failures identified and diagnosed prior to 2:30PM (If in service inventory, replacement product will be delivered the same day). Onsite Maintenance is customized for the specific requirements of each enduser.
Service-Time and Materials
inføbond technicians will support customers when they choose to purchase support on a as-needed basis. Our hourly rate is $165 with a two hour minimum for onsite calls. Phone support is billed in 15 minute increments. We do ask that customers provide a blanket Purchase Order for service rendered on a Time and Materials basis.
Service-Advanced Warranty Replacement
Advanced Warranty Replacement of data communication product guarantees 24 hour turnaround of pre-configured, plug-and-play unit to replace failed hardware system. Normal turnaround time for repaired equipment return is 10 days/best effort by the manufacturer. Note, most network issues are created by carrier problems which can be resolved over the telephone in consultation with the carrier. inføbond will track trouble tickets established with the customer's carrier until problem resolution is achieved.
