Peak Networks Support Policy - Updated 4/9/2004
Our normal hours of operation are Monday through Friday, 8am to 6pm, EST. Support requests for contract customers outside of normal hours are handled by our on-call engineers. To request emergency support outside of normal hours without a support contract, you can request our assistance on a time and materials basis with a minimum 4 hour charge. We impose a 50% surcharge of our normal rates for emergency calls to customers without a support contract.
Peak Networks provides technical support for our products. We do not provide support for third-party hardware, peripherals or software. However, if we feel that your problem may be related to a non-Peak product, we may attempt to assist you in obtaining technical support for that particular product.
Peak Networks is not liable for any additional fees, costs or lost business you incur while using our products and/or support services.
If you wish to purchase a support contract at any time, please contact our sales department during normal business hours. If we did not install the network, we will require an assessment of the network design and equipment before we can provide a quote for a support contract.
Initial Installation Support
Peak Networks guarantees satisfaction on all networks we design and install
for a period of 30 days. In the initial 30 days of production, we will
provide telephone, e-mail, and on-site support 8 hours per day, 5 days
per week, for any issues arising out of the network equipment we have
installed and designed. Any troubleshooting that is determined not to
be the fault of our equipment and work will be billed at our normal rates.
Please contact us during normal hours to request initial installation support.
Post Installation Support
We provide hardware, software, and installation support to all of our
customers. You may choose to pay on an as-needed basis, or time and materials,
or choose to purchase an annual support contract.
Time and materials are charged at our normal rate of $175 per hour for work performed during our normal operating times. Any work performed outside of normal operating times incurs a 50% surcharge. Most equipment and installations require quarterly, semi-annual, and annual preventative maintenance tasks. This can also be performed on a time and materials basis.
Annual Support Contract
If a customer chooses to purchase an annual support contract, we include
all software and firmware upgrades, hardware replacements, and maintenance
tasks for the period of the contract. The customer can initiate a support
request by phone, e-mail, and web during their coverage periods (usually
8x5, 7x12, or 7x24). After normal business hours, an engineer will be
dispatched for your support request.
We will respond according to your response periods
(usually next business day or 4-hour response). If you wish to initiate
a support request outside your normal coverage, you can either upgrade
your support contract to encompass the required coverage or pay for time
and materials.
Services and Solutions | About Us | Contact Us
Copyright 2003 | Peak Networks Inc.
Peak Network News
Did you know? We
are recommended by Motorola for planning, designing, and implementation
of
Canopy equipment.
> Read more
