Basic Support


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. Our support team can run remote diagnostics for any non-legacy device to get you back up and running as quickly as possible, and when we can’t fix things on the spot, our RMA system will allow for a temporary replacement while we figure out what is wrong with your device.  

  

 

 

 

We offer customers two options for 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


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 receieved

Preventative maintenance, inspection, and repairs automatically performed


Need to report an issue? Contact the Support Team at support@inetlp.com or 281-419-0796 and choose Option 2 from the menu.

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Some customers prefer or require custom-built software applications to fit in directly with their existing processes. 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.

Helping Teach Tablet

INet offers strategic solutions to help your operations run more efficiently.

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 implementation of your solution
  • 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.
  • Various training documents, videos, and resources to ensure your end users are getting the most out of their hardware

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:

  • 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.
  • A physical “Onboarding Kit,” complete with hard copies of all of the aforementioned documents, a welcome letter our President and CEO, and INet-branded hand santizer and PPE masks to keep you safe and sanitized!
  • Training Videos to help your end users get to know their devices
  • 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
  • Ability to virtually shadow users and implement best practices in real-time, but from a safe distance