| Support Policy |
In the event of a disruption of service, the customer will be expected to call our automated dispatch system at 1-800-561-0641. A technician will call back within 30 minutes. The customer identifies himself as a contract holder, and describes the problem to our technical support group. The shipping of a replacement unit or the dispatch of a technician, will take place subject to the terms of the purchased maintenance plan.
Replacement maintenance5x8xNBD: Replacement maintenance coverage is during regular business hours, excluding statutory holidays. Regular hours are between 8:30 AM and 5:00 PM, Monday to Friday. The customer will take charge of replacing and returning the defective unit(s) to Imeco Telecom head office. If required, Imeco will provide assistance over the telephone, at no charge.7x24xNBD: Replacement maintenance coverage is 24 hours a day, 365 days a year, next day replacement. The customer will take charge of replacing and returning the defective unit(s) to Imeco Telecom head office. If required, Imeco will provide assistance over the telephone, at no charge. If a technician is required to go on site, the customer will be billed on an hourly schedule rate of $150.00 during regular business hours. Hour’s work beyond regular schedules will be billed on hourly scale, plus time and half. NBD Maintenance summaryImeco Telecom Inc., as replacing equipment in stockTechnical phone support, 30 minutes response time On-site technician dispatched (if needed) within four business hours-Billable Phone support, no charge (if required) On-Site maintenance Site 5x8x4: On-Site maintenance coverage is during regular business hours, excluding statutory holidays. Regular hours are between 8:30 AM and 5:00 PM, Monday to Friday. Technician on-site to troubleshoot and performs parts replacement (if necessary) Site 7x24x4: On-Site maintenance coverage is 24 hrs a day, 365 days a year. Technician on-site to troubleshoot and performs parts replacement (if necessary) Imeco Telecom Inc. will serve as the front line phone support and will arrange for a technician (if required) to go on site, to troubleshoot and replace any parts covered under the maintenance agreement. They will be no charge for labor during coverage hours under the on- site maintenance program. Normal support charges, will apply if the problems are out of Imeco Telecom responsibility On-Site Maintenance Summary: Imeco Telecom Inc., as replacing equipment in stock; Technical phone support, best effort 30 minutes response time; 5x8x4 coverage, or 7x24x4, Technician on site best effort 4 hours; On-site technician response (if needed) within four business hours-Non-Billable; Parts carried on site by the technician, same day replacement. IMPORTANT; the support contract will only begin when Imeco Telecom has received payment of the support contract invoice.
Under the terms of our service agreements all payments should be sent to:
Accounts payable-Contract division Imeco Telecom Inc. Imeco Telecom Inc. 5990, Henri-Bourassa West Saint-Laurent,Qc. Canada,H4R 3A6 Tel :1-888-TE-IMECO Fax (514) 335-0961 |