Customer Service & Support

Consultative approach

Zetes delivers its customer service and support according to the same best of breed, solution focused philosophy. Taking a unique, consultative approach, we offer the widest possible array of service and support options, working with customers to tailor a service package from our extensive menus according to their exact requirements. Whether your need is for basic return to depot, hardware maintenance or full solution managed services, the only aspect of Zetes’ support offering that could be described as standardised is our relentless pursuit of excellence and achievement of the highest performance standards.

Flexible Options

Zetes offers a service and support option to suit every business need.

• Hardware Maintenance

• Software Support

• Zetes Care

 Hardware Maintenane

A key element of our hardware maintenance package includes the provision and management of “buffer stock” which can be owned by either Zetes or individual customers. Holding ready to go, pre commissioned buffer stock ensures we are able to keep disruption to an absolute minimum.

Options include:

• Warranty and Extended Cover
• 5 Day Return to Depot Repair – Just 5 days after receiving your faulty product, we will ship fully repaired and commissioned products back to you. The entire process is managed by Zetes.
• Fully Comprehensive Repair – Incorporates the 5 Day Depot Repair service plus up to 100% accidental damage cover. This option gives customers clear total cost of ownership.
• Fast Track – Using either Zetes or customer owned buffer stock we offer a next day replacement service. By managing buffer stock centrally we reduce your capital expenditure.
• Emergency Exchange – Again using buffer stocks but with next day advanced replacement and collection via specially selected technical courier partners. This option minimises both downtime and protects your assets.
• 8 + 8 Onsite (4 + 4 Onsite also available) – Especially valuable for large or fixed equipment such as scanners or printers; within 8 hours a Zetes engineer performs onsite diagnostics and a unit is either repaired or swapped out within a further 8 hours. 4 + 4 Onsite offers even faster problem resolution.
• 24/7 Engineering – a pre-requisite for mission critical wireless infrastructure.

Additional Services include Site Surveys and proactive Maintenance Health Checks to ensure your facility’s infrastructure is optimised according to current capacity requirements.

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Software Support

Fundamental to good software solution support is configuration and change management. And as with hardware support, structured incident management is the starting point for dealing effectively and efficiently with all software issues.

 Zetes Technical Support Team has the full backing of our in house professional services and development teams of business process consultants, solution architects, software developers (including ABAP, .Net, Java, WebApps, & Mobile Apps), DBAs and Voice Consultants. In addition, we also have priority access to both Zetes European Competence Centre, our internal R&D facility, plus swift access to our technical partners’ development teams.

Zetes Care

As a Zetes Care Service and Support Customer, you get a dedicated team for commercial and operational support plus access to our help desk and highly skilled technical specialists, all managed seamlessly by an experienced Service Delivery Manager. Should you experience performance issues, Zetes will provide both an immediate solution and actively analyse call logs and past trends to address root causes and prevent a wider problem from occurring.

The latest addition to our service and support solutions, Zetes Care comprises a broad range of value-added, enhanced features which can be tailored according to the precise needs of individual customers and benchmarked against KPIs included within your Service Level Agreement (SLA). For a modest additional fee, Zetes will provide extended support including equipment pre-configuration and commissioning, extended 24/7 helpdesk, proactive health checks and periodic service reviews to ensure your facilities have the best possible infrastructure, plus full asset and service delivery management – as part of the all-inclusive Zetes Care service.

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