When your customers depend on your application to drive their businesses, even brief periods of disruption can be costly to their bottom lines and your brand’s reputation. To mitigate these risks, UNICOM Engineering offers its system integration customers an array of global support services designed to extend the lifespan of your product and maximize uptime, ultimately protecting your customers’ investments and keeping your competitors at bay. Learn more below as we delve deeper into the key features of our broad-ranging global support and maintenance programs.
Fast System Substitution with Advance Server Replacement & Advance Parts Replacement
When business hours coverage is insufficient, customers that enroll in UNICOM Engineering’s Advance Support Program have access to around-the-clock coverage—24/7/365—and priority access to support technicians. Advance Support is designed to reduce downtime, making full servers or individual product components available for a timely replacement in the event of a failure or malfunction in the field.
Advance Server Replacement (ASR) involves stocking pre-configured parts at one of UNICOM Engineering’s global facilities so they can be shipped out immediately. At the same time, Advance Parts Replacement (APR) provides coverage in the event of a failed part. With APR, a replacement part is shipped via priority freight to your desired location as soon as the part is diagnosed and identified.
Although the recipient is responsible for any duties, taxes, fees, and licenses to import the items, UNICOM Engineering covers all freight charges. APR can save you from spending significant time and money tracking and processing replacement components for your solutions that rely on third-party components.
Many organizations doing business on a global scale must also consider the risk of potential delays and other complexities involved with shipments clearing customs. UNICOM Engineering can provide Advance Support customers access to a network of more than 700 Forward Stocking Locations (FSLs) worldwide.
Spare parts and systems are stocked in secure depot locations and can be rapidly delivered within a four-hour or next-day scenario. FSLs can be invaluable when maximizing uptime is critical and you cannot afford to endure the standard international shipment process, often rife with delays.
On-Site Response for Business Critical Systems
UNICOM Engineering’s highest level of global support coverage includes all the entitlements of our Advance Support program, plus the addition of an on-site technician to lead repairs. On-site technicians collaborate directly with UNICOM Engineering’s in-house support staff in real-time to resolve troubleshooting issues as quickly as possible. Three distinct levels of on-site support are available and are defined as follows:
● Advance Server/Parts Replacement Next Business Day with On-Site Technician - Access to local expert technicians at your site during business hours (between 8:00 AM to 5:00 PM)
● Anytime On-Site - Access to a hardware technician at your site at any time of day who is dispatched in as few as four hours after your replacement parts are available
● Anytime On-Site with Advanced Troubleshooting - The most all-inclusive, hands-on support option available, which guarantees the dispatch of a technician to your site within four hours of a support request. Technicians will order and install replacement parts and systems that arrive by priority freight if necessary, keeping downtime to an absolute minimum.
Boost Customer Satisfaction with Global Support Services from UNICOM Engineering
In today’s competitive business climate, technology solution providers must be prepared for product malfunctions or technical issues, primarily when serving customers worldwide. Even if such occurrences are rare, they can have outsized effects on your business if you cannot resolve them quickly.
Fortunately, a comprehensive global support program is available from UNICOM Engineering so you can avoid business disruption and keep customer satisfaction levels high. To learn more about the best international support options for your innovative technology solutions, schedule a consultation.