Flexible service and support options
Zetes offers a service delivery and support option to suit every business need.
Hardware maintenance
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.
- Advance Exchange - 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 both minimises down time 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 including Battery Maintenance and Management to ensure your facility’s infrastructure is optimised according to current capacity requirements.
Software Solutions 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.
As soon as our support desk receives a customer call, logged “tickets” are allocated to the most appropriate member of the Technical Support team to undertake Problem management, with a defined priority level. Our Technical Support Team are industry specialists covering multiple disciplines and languages, with full access to customer specific data.
We either obtain remote access or use virtual machines simulating the customers’ environment allowing the technical team to:
- Recreate the issues
- Generate work arounds
- Make adjustments
- Recommend changes
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.