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T/Mon Gold and Platinum Plans
13
T/Mon Gold & Platinum Plan Support Escalation Policy
(559) 454-1600 Phone
(559) 454-1688 Fax
When you call DPS for T/Mon LNX support under your T/Mon maintenance agreement, you'll receive the
following benefits:
1. If you call during normal DPS operating hours (7:00am to 6:00pm Pacific Standard Time), you will receive
priority tech support in front of all calls from users without a T/Mon Gold Plan. If you have an emergency
situation, your call will be prioritized to the top of the list (at uncommon times when there is a list).
2. If you call outside normal DPS operating hours with an emergency (ex. "System is Down"), you have access to
7x24x365 Tech Support. Follow the recorded voice instructions to alert the on-call technician. The on-call
technician will typically return your call within 15 minutes.
3. With your permission, DPS technicians can remotely access your T/Mon from DPS Headquarters (typically via
dialup) to facilitate diagnostics and instructions. You can follow along on your T/Mon screen as technicians
control your T/Mon.
4. If it is determined that DPS hardware is at fault, one of the following will occur at DPS' discretion:
·
With client consent, DPS will, on a priority basis, expedite a replacement component for the client's
qualified staff to install.
·
The client will ship the unit back to DPS for priority repair and return on a priority basis. When units are
received by DPS before 12:00pm, they are repaired, tested, and shipped back to the client within one
business day, provided there are no extenuating circumstances.
·
DPS will advance-replace the entire T/Mon unit. After receiving the new T/Mon, the client will ship the
failed unit to DPS. The unit will be repaired and shipped back to the client. Upon receiving the repaired
unit, the client will return the advance-replacement unit to DPS.
Extended Maintenance Agreement Benefits:
·
Half-Price or Free Hardware Upgrades
T/Mon operates 7x24x365. That’s stressful for any hardware. Plus, the DPS engineers are constantly
improving the platform. That’s
2 big reasons
why you should update your T/Mon hardware regularly. T/
Mon Maintenance Agreements make it easy to get the equivalent of a brand new monitoring system every
3-5 years. You’ll stay well ahead of the mortality curve, and you’ll never get stuck using ancient
technology.
Participate in our
50%-off upgrade program
at the end of your third consecutive year as a Gold Plan
member,
OR
Participate in our
free upgrade program
at the end of your fifth consecutive year as a
Platinum Plan member. We’ll send you a
brand new
T/Mon. Just send us back the old one.
·
Software upgrades
Includes major release(s), plus updates throughout the life of your Gold/Platinum Plan. These major
releases are not small. They incorporate user feedback, industry best practices evolution, entirely new
capabilities, as well as the occasional code correction.
·
4-Day Factory Training course
Hosted at our corporate headquarters (up to 3 members from your team can attend per session - multiple
sessions per year).
·
Spares and standby purchase discount
Backup units are essential for disaster recovery. With a Gold/Platinum Plan, you’ll get discount prices on
purchasing spare parts and standby units.
