The focus of the INet support programs is to provide consistent, responsive, high-quality support to all of our clients. To accomplish this mission, INet offers two support options to meet our business requirements:

• Basic Support Program
• Premium Support Program

 

SUPPORT PROGRAMS OVERVIEW

System Repair, Replacement and Upgrade
Our clients' 24X7 operations require fast response for system maintenance issues. INet maintains a complete inventory of system parts and replacement units. Our warehouse near Houston's Bush Intercontinental Airport means your shipment can be on its way in a matter of hours.

Proactive Network Monitoring
Our portable and stationary scanners are designed with a "heartbeat" that INet can monitor through the network. Should a problem arise, INet will know before you do, and the corrective action will be taken immediately.

Emergency Telephone Support
INet provides telephone support options for business hours and for 24X7 emergency responses.

Software Upgrades
Through its association with Bourque Data Systems, INet provides constant software solutions for handheld and stationary scanners that support your unique needs. Upgrades to the devices on your network can be performed remotely, saving downtime and money.

System Shadow Support
All devices can be "shadowed" for support. This means that the device screen can be shared between your operator and the INet support representative for troubleshooting or training purposes.

BASIC SUPPORT PROGRAM

• 8x5 telephone support.
• Remote diagnostics support for INet hardware and BDS software licenses.
• Automated RMA process for depot repair services.
• Priority status for depot repairs.
• Warranty repairs (parts and labor).
• Minimized turnaround times by eliminating repair quotations and obtaining approval.
• Ability to budget for system support and warranty repairs for your INet systems.
• Preventative maintenance inspection and repairs will automatically be performed.
• Shipment notification, complete with courier tracking numbers and estimated delivery days, is sent via e-mail.

Technical Support Offered Under the Basic Support program:

• Whenever you require support, simply telephone 281-419-0796 and dial 2 for support. You can also e-mail us at support@inetlp.com.

• Our technical support staff will attempt to diagnose the issue(s) with your systems and provide call resolution, via remote support. Each call will be tracked and the resolution to the issue will be logged.

• If system hardware is required to be returned for repair, your priority RMA will be issued via e-mail with appended RMA documentation to place on your shipment.

• If technical support initiatives determine a replacement part or system component is required to resolve the issue, a priority rush order (10 to 20) business days will be arranged and expedited to your site.

• If we are unable to diagnose and resolve the system issues via the above methods, INet may elect to provide/or recommend on-site technical services. INet will schedule on-site technical support and provide preferred rates for these types of incidents.

 

PREMIUM SUPPORT PROGRAM

In addition to the benefits of the Basic Support Program, this program offers:

• 24x7 telephone support.
• Remote diagnostics support for INet hardware and BDS software licenses.
• Automated RMA process for depot repair services.
• Top priority status for depot repairs.
• Replacement parts or replacement scanners will be shipped within two business days or sooner.
• Preventative maintenance inspection and repairs will automatically be performed.
• Shipment notification, complete with courier tracking numbers and estimated delivery days, is sent via e-mail.
• Free software upgrades.

Technical Support Offered Under the Premium Support program:

• Whenever you require support, simply telephone 281-419-0796 and dial 2. You can also e-mail us at support@inetlp.com.

• Our technical support staff will attempt to diagnose the issue(s) with your system and provide call resolution, via remote support. Each call will be tracked, and the resolution to the issue will be logged.

• If system hardware must be returned for repair, your top priority RMA will be issued via e-mail with appended RMA documentation to place on your shipment.

• If technical support initiatives determine a replacement part or system component is required to resolve the issue, the parts will be shipped out within one to two business days. If the total unit needs repairs that will last longer than one to two business days, a replacement unit will be shipped to your site for use until your unit is repaired.

• If we are unable to diagnose and resolve the system issues via the above methods, INet may elect to provide/or recommend on-site technical services. INet will schedule on-site technical support and provide preferred rates for these types of incidents.

If you have any questions associated with the INet Premium, Basic Support Programs or would like a quotation for your site, please contact us at your earliest convenience. We appreciate your business and encourage your input to ensure your specific support requirements are being addressed in our current or future projects.