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Maintenance and Support

Norbell provides three levels of hardware maintenance and support services to customers: Bronze Service, Silver Service, and Gold Service.

All three Hardware Support services include the following basic services:

• 24x7 technical phone support.
  
• 1 hour phone response from receipt of initial phone call for support
  
• Routing to field dispatch when on-site maintenance is required (for customers with service contracts or with a request for service on a time and material basis)
  
• Customer access to the following information via the World Wide Web:
  
  • Technical product information and FAQ's
    
  • Non-billable software updates via the World Wide Web
    
  • Software release notes
    

Definition of On-Site Maintenance and Support Services:

Bronze Service - 8X5, M-F.

The Bronze Service program expands upon the basic Help Desk Service and includes shipment of replacement parts and products. Customers first contact Norbell via the toll-free number where our specially trained Network Engineers will attempt to isolate problems and resolve them over the phone on an 8X5, M-F basis. If replacement equipment or parts are necessary (at Norbell's discretion), Norbell will provide overnight shipment of the part/equipment if the customer contacts Norbell before 2:00 PM EST. Otherwise, next-day shipment will be provided.

Silver Service - 8X5, M-F, response time 6 hours (On-Site Same Day Maintenance)

Customers first contact Norbell via the toll-free number where our specially trained Network Engineers will attempt to isolate problems and resolve them over the phone on a 7x24 basis. If on-site support is required, a Customer Service Engineer (CSE) will be dispatched and arrive within six working hours of the dispatch. On-site dispatch of CSE's will be provided from 8 am through 5 PM local time, Monday through Friday. (Applies to customers within an 80 KM radius of the nearest Norbell service office.) Requests for service placed after 1 p.m. local time may be responded to the following working day. Remedial maintenance services include equipment adjustments and replacement of parts, when necessary.

Gold Service - 7X24X365, response time 4 hours. (On-Site 24x7 Maintenance)

Customers first contact Norbell via the toll-free number where our specially trained Network Engineers will attempt to isolate problems and resolve them over the phone on a 7x24 basis. If on-site support is required, a Customer Service Engineer (CSE) will be dispatched and arrive within four working hours of the dispatch. On-site dispatch of CSE's will be provided 24 hours per day, Monday through Sunday through the 24x7 Maintenance Plan. (Applies to customers within a 80 KM radius of the nearest Norbell service office.) Remedial maintenance services include equipment adjustments and replacement of parts, when necessary.