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Support Levels:
Bronze
Silver
Gold
Unit Exchange
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Unit Exchange services are offered for Kryptonet Security Gateways as an alternative to the GlobalCare support programs.
When you report a problem to the supplier 's Customer Center via telephone or fax, your request is registered and a receipt number is issued which indicates and references your reported problem.
The receipt number is used for all further contact between the customer and supplier. The Customer Center distributes the request to the appropriate support personnel who make contact at the earliest possible opportunity within the agreed upon time frame to determine and solve the problem.
When the failure of a unit is verified, the supplier sends an equivalent exchange unit to the customer. Delivery of exchange units is normally within 8 hrs. of the problem report.
The problem unit is deinstalled by the customer and returned by the customer in cooperation with the supplier. Exchange units are installed by the customer. The problem unit becomes the property of the supplier and exchange units become the property of the customer.
Included in the price for exchange services are: transport to the customer, exchange unit and any required telephone support. Return freight charges are paid by the customer.
Support Level Comparison Chart (PDF 59 KB)
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