WIN Series Trouble Shooting Guide
16
6. Technical Support/RMA Procedures
A.
Please have the following information ready prior to calling DSSI for assistance:
WIN system serial number
WIN model number
WIN software version
Modem number, if available
B.
Systems that are still within the one year warranty period will not be charged a
technical support fee. Systems that are out of warranty will be charged a technical
support fee of $150.00 per hour (during business hours) with a one hour minimum
charge per call, unless otherwise stated. On site technical assistance is billed at the
same rate with a two hour minimum charge. All prices stated do not include parts or
tax, if applicable. DSSI may request a P.O. number for these charges, depending on
the status of the customer’s account at that time.
C.
Systems that are supported under a valid Maintenance Agreement may or may not be
charged for technical support depending upon the conditions stated in the contract.
Please refer to your contract for details.
D.
An RMA (Return Material Authorization) number must be obtained from the DSSI
technical support department prior to returning any hardware components that are
suspected to be defective, regardless of the warranty status. Any components
returned to DSSI without a valid RMA number will be refused by the
shipping/receiving department.
E.
To obtain an RMA number, call DSSI from the site where the system is installed.
The technical support department will then verify the problem and issue an RMA
number for the defective part.
F.
“Advance Replacement” RMA numbers will be issued only for components that are
within the one year warranty period or are covered by a valid Maintenance
Agreement. “Repair and Return” RMA numbers will be issued for all other
components.
G.
DSSI reserves the right not to issue “Advance Replacements” if the component was
damaged due to improper installation, negligence, power surges, vandalism, or storm
damage.
H.
To contact the DSSI Technical Support Department dial (972) 235-2999 ext. 2. On
weekends, after hours or holidays, you will be prompted to leave a message in the 24
hour support mailbox, if it is an emergency.
NOTE: ALL service calls requesting
technical support after hours, or on holidays will be billed at 1 and times the
current normal service charge. The ONLY exceptions are systems that are
covered under a valid 24 hour maintenance agreement.
Office hours are Monday
thru Friday, 8:30AM to 5:30PM (Central Standard Time).
