Support and Services
Industrial Networks provides industry-leading support for all customers. Our software is written and supported in-house at our headquarters in Spring, Texas, and free software updates to all core (non-custom) applications are included in every support plan. Beyond supporting devices, INet works with customers to integrate into existing rail systems and build custom software, so that our solutions is as little of a disruption on your current workflow as possible. Lastly, we ensure our customers are ready to go as soon as their solution goes live. Our onboarding process gives end-users the tools they need to effectively automate their operation and make their lives easier and accounts for safe, remote working in the face of many firms working at home.
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Existing Customer in need of support?
Device Support Plans:
Basic Support
Telephone support 8 AM – 5 PM (Central time), Monday through Friday
Remote diagnostics and support for INet hardware and licensed software
RMA processes for repair services
Replacement parts or rental devices shipped to you (as available) once your damaged equipment is received
Preventative maintenance inspection and repairs automatically performed
Free Core Software Upgrades
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Premium Support
24 hours a day, 7 days a week, 365 days a year phone support
Remote diagnostics and support for INet hardware and licensed software
Automated RMA processes for repair services
Replacement parts or rental devices shipped to you overnight once your damaged equipment is received
Preventative maintenance, inspection, and repairs automatically performed
Custom Software Integration
Some customers prefer or require custom-built software applications to fit in directly with their existing processes. Our software is written and supported in-house by our team of rail software experts.
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If you’re interested in finding out what kind of program we can help you build, contact us here or give us a call at (833) AEI-TAGS.
Customer Onboarding:
We recognize that in order for our solution to bring you long-term success, efficiency, and cost-savings, it’s important to implement things correctly and ensure your operation feels comfortable using INet hardware for their everyday tasks. In order to do this, we put together a process for onboarding each new site to ensure its success in the future.
The Onboarding Process includes:
A “Project Kickoff” Call to introduce your INet project team and review goals, milestones, and discuss requirements for the implementation of your solution
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Commissioning of your devices – based on your existing processes, we’ll tailor your solution to fit what goes on in your yard or terminal and ensure you are able to install the hardware where it will be most effective. An INet Systems Engineer will come on site and “flip the switch,” taking your system live.
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Various training documents, videos, and resources to ensure your end users are getting the most out of their hardware
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Additionally, we realize that changes in the times require remote working options for many of our customers. To provide you with a safe, but complete implementation, we’re including a few new measures in onboarding:
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A live link that lets Customers view and download pertinent documents online, such as Installation Instructions, Training Guides, and more. If we ever need a document from you, you can securely submit it here.
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A physical “Onboarding Kit,” complete with hard copies of all of the aforementioned documents, a welcome letter from our President and CEO, and INet-branded hand sanitizer and PPE masks to keep you safe and sanitized!
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Training Videos to help your end-users get to know their devices
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Usage Report Cards to show you where your solution is helping your operation become more efficient, and where you may need additional training and resources
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Ability to virtually shadow users and implement best practices in real-time, but from a safe distance
Consultative Services:
We have over 15 years of experience deploying, supporting, and improving AEI systems in over 200 sites across North America. To wit, we've seen just about everything - but are excited to find new challenges. If you'd like a free consultation of your rail operation to see if an INet solution would be a good fit, get in touch with one of our rail experts to go over your operational needs, or request a quote, fill out the contact form below and we'll be in touch ASAP!
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