Support options
Overview
Squire Technologies offer a range of support services empowering the customer to select the support service package which will best suit their current and future support requirements. There are 4 different levels of packages Bronze, Silver, Gold and Platinum. All products purchased from Squire Technologies come with the standard Bronze support package free of charge for 6 months. The support services are described as follows.
Web Access
On the Squire Technologies web site is a section dedicated to support questions. Support documentation including user guides, technical notes, configuration examples and FAQ are available. http://www.squire-technologies.com/support.
Email Support
Accessed using support@squire-technologies.com. You will receive a response within a guaranteed period depending on the support package purchased. In the event that the problem raised requires a later or new software release the updated software will be emailed to you. The support team may need you to run tests, collect logs and email them to support, to diagnose the problem.
Phone Support
Occasionally email support is not sufficient to explain or resolve a problem. Squire Technologies offers UK office-hours phone support as part of an upgrade package.
24/7 Extended Support
Customers can purchase 24x7 Enhanced Support as part of an upgrade package. This provides out-of-hours access to Squire Support, for resolution of Service-Affecting Issues.
Installation Support
Onsite Installation and Commissioning Support
The onsite installation service provides a fully qualified Squire Technologies engineer who will assist with the configuration, installation and interconnect testing of a Squire Technologies product. Having a product and protocol expert on site can expedite the installation time and also ensures that a dedicated resource is allocated to the installation
Remote Installation and Commissioning Support
Remote installation can also be provided. For this service an engineer is dedicated to connecting remotely to the unit and providing configuration and interconnect assistance during an installation. These Support Services are provided as packages, Bronze through to Platinum.
Post-Sale Support Packages
| Features |
Bronze |
Silver |
Gold |
Platinum |
| Office Hours Phone Support |
|
 |
|
|
| Office Hours Email Support |
|
|
|
|
| Support Web Page Access |
|
|
|
|
| Response Time |
1 working day |
1 working day |
4 hours |
1 hour |
| Remote online assistance |
£85 ph |
£85 ph |
|
|
| 24*7 |
|
|
|
|
| Reconfiguration support |
|
|
|
|
| Contract duration (min months) |
6 |
12 |
12 |
12 |
| Free product upgrades |
|
|
|
|
| Mobile Phone to Product Engineer |
|
|
|
|
| Cost (% of purchase price of unit) |
Free |
12% |
18% |
25% |
| Minimum Cost |
£0 |
£600 |
£1200 |
£6000 |
| Remote Product installation |
£750 pd |
£750 pd |
£750 pd |
£300 pd |
| Onsite Product Installation* |
£850 pd |
£850 pd |
£850 pd |
£850 pd |
* Exclusive of travel and accommodation costs
Bronze**
Squire Technologies provide all customers with the first class Bronze support package for any product that has been purchased from Squire Technologies. The Bronze package provides a 6 month support contract with UK office hour support provide by email. Other services can be purchased as and when required.
Silver**
The Silver package provides the same support structure as the Bronze package but is extended to a full year's support with additional telephone support. Other service can be purchased as and when required.
Gold**
The gold package provides a more hands on support service during UK office hours. Support engineers will be on hand to directly assist with reconfiguration of the product and investigation of issues by connecting directly to the Squire product over IP and capturing the required logging information to assist with any investigation.
Platinum**
The platinum package provides all of the Gold Package but also provides out of UK office hour support for emergency cover and reduced response times as well as some services being discounted from the price list.
** Please note that none of the above Support packages include the troubleshooting or debugging of equipment external to Squire Technologies equipment. Reconfiguration does not include subscriber provisioning.
Hardware Warranty
All products purchased from Squire Technologies Ltd are supplied with 12 months free hardware warranty.
Extended Hardware Warranty
To extend the hardware warranty for 12 months is 12% of purchase price of unit. This includes the Silver Support package. If you require a higher grade support package please contact your account manager.
Software Warranty
Warranty cover for software is provided under the Squire Technologies Software Support packages.
