Global Support

Proof of Concept and Evaluation Pool Management

UNICOM Engineering will manage pools of customer-owned equipment for evaluation and demonstration needs. We believe that a positive “out-of-the-box” experience is key to the success of your brand. Our standard Evaluation Pool Management service includes loading the latest image, repairing minor cosmetic defects, replacing rails, and re-packaging all accessories and product documentation such that refurbished units look and behave as new products. Units returning from trade shows, sales meetings, customer evaluations, and other events are thoroughly tested and refurbished before they are returned to stock and shipped to the next customer or event.

This pool of equipment is stocked by simply adding new units and receiving units through the Return Materials Authorization (RMA) process. Customers can view inventory levels, individual unit status, and track shipping information via the customer portal. Evaluation units can be stocked in our USA or Galway, Ireland warehouses to expedite shipments outside of the United States. Typical turnaround time for the product in stock is two-business days. Our standard lead time to refurbish and ship a unit to a second location is 15 days from receipt at one of UNICOM Engineering’s manufacturing facilities.

Evaluation Pool Returns
When units are returned to UNICOM Engineering facilities they are tested and refurbished to “like new” condition, then re-imaged with the latest software:

Customer portal

UNICOM Engineering’s customer portal provides visibility and control of your business online through a secure web portal that reports status of inventory, tracks orders and shipments, manages forecasts and produces reports. Customers use the portal as their primary access to information and to view the status of products and orders in real time.

The portal shows the status of current shippable products, finished goods and Work in Progress (WIP) by location–enabling customers to plan and execute location-based distribution. Having this information at your disposal allows you to respond to sales demand in a more timely manner.

The portal offers multiple ways to view your business information. You can view the information by PO, ship date, or serial number. You can request and generate reports that include information on RMAs, open orders, WIP, shipments, and evaluation equipment.

Customer Portal
This screen is an example of just one of the functions available to review your account and view orders using purchase order numbers:

Extended shipping hours

This service enables customers to ship products from UNICOM Engineering’s facilities outside normal business hours and as-needed when customers require late weekday or Saturday shipments. UNICOM Engineering includes this service as part of our standard quarter-end order processing on the last business day of March, June, September, and December at no additional charge to our customers.

Product return and failure query

Detailed Return Material Authorization (RMA) activity is accessible via UNICOM Engineering’s customer portal. This report provides details for each RMA and includes reported failures, failure analyses data, and return shipping information. The report is searchable to broaden or narrow RMA search results.

Global support programs

Two base global support programs have been developed to meet customer requirements. They cover everything from depot-level repair to advance part replacement to complete system replacement. Additional options can be added to extend coverage, provide on-site resources, and minimize delays associated with parts availability.

Long-term support packages

Short-term support packages

Product limited warranty

UNICOM Engineering warrants that all Product purchased will, for the period of ninety (90) days, measured from the date of shipment of the Product, (i) conform to and perform in accordance with the applicable Product Specifications under normal use and operation; and (ii) be free from defects in materials and workmanship. All warranties made shall survive inspection, test, acceptance, and payment.

Advance server/parts replacement

UNICOM Engineering offers Advance Server Replacement (ASR) designed explicitly for fast system substitution. With ASR, pre-configured systems can be stocked at our locations and made ready to ship in the event of field unit malfunction. Field Replaceable Units (FRUs) are provided for user-serviceable components such as hot-swap power supplies and hard drives. Forward stocking is also available as an ASR option and provides local city and gateway country locations to stage items within a country for dispatch minimizing customs delays.

Many customers prefer our optional Advance Parts Replacement (APR) program, which extends the warranty on parts for a minimum of one (1) year to a maximum of three (3) years. Once a failed component has been diagnosed and identified, a replacement part is shipped via priority freight Monday through Friday (excluding holidays). UNICOM Engineering assumes all freight charges for replacement parts. This program is ideal for solutions with third-party components such as network accelerator boards saving critical time as well as simplifying the tracking and processing of replacement components.

Optional support services

The following additional services are offered to further enhance either the Advance Server Replacement or Advance Parts Replacement programs. They are designed to extend your coverage by ensuring repair parts and servers are stocked in-country as needed or that an on-site technician is available to complete the repair once the hardware is available.

Forward Stocking Locations

Streamlining the speed at which replacement parts or systems make it to your end user location is critical to maximizing uptime and customer satisfaction. Forward Stocking Locations (FSLs) provide a method for spare parts and systems to be stocked in specific locations around the globe for immediate dispatch and shipment. A network of FSLs is the key to building a responsive domestic and global support offering. Locally, FSLs dispatch goods any time of the day or night and can be delivered within a metropolitan area within hours of the request. Local FSL delivery service is available in cities across the US and worldwide. When doing business on a global scale, quick resolution of a hardware issue becomes increasingly more difficult due to the delays and complexities of clearing customs and transit time of shipments. This is where accessing our network of FSLs can become invaluable. FSLs can act as a "gateway" to a country, allowing us to quickly maneuver pre-stocked spares within that country via local couriers and expedited freight services. FSLs also act as the Importer of Record (IOR) to get goods into the country and Exporter of Record (EOR) for returning goods for repair.

We maintain stocking locations in the United States, European Union, South America, the Middle East, Asia, and Australia, with access to more than 700 others worldwide. Once this service is up and running, FRU dispatch requests can be placed with our service organization 24x7x365 for real-time responsiveness.

On-site response

UNICOM Engineering offers three levels of on-site response that can be coupled with an Advance Support program. Each option below adds an on-site technician to complete the repair process when hardware replacement is required. All on-site response technicians are backed by UNICOM Engineering’s in-house support staff to troubleshoot and resolve issues. Forward stocking of replacement parts is available in conjunction with any of these programs to enable expedited arrival of parts for on-site technicians.

Advance parts/server replacement with an on-site technician

When technical issues require professional on-site assistance, advance server/parts replacement with on-site technicians delivers experienced technicians to your door during local business hours (between 8:00 AM and 5:00 PM). This service is chosen by those who want to guarantee problem-free installation or equipment replacement.

Anytime On-Site

When 24×7×365 availability is mission-critical, our Anytime On-Site program gives you full-time service and support — weeknights, weekends, and holidays included. This complete program includes all the components of APR/ASR with an On-Site Technician and dispatches a hardware technician to your location (any time of day) in as few as four hours after the replacement parts are delivered onsite.

Anytime on-site with advanced troubleshooting

For the most all-inclusive, hands-on support, service, and troubleshooting program available, many UNICOM Engineering customers choose our Anytime On-Site with Advanced Troubleshooting program. This program offers the ultimate insurance against long-term downtime and guarantees that a technician is dispatched (within four hours of the support request) to your facility, where they can quickly diagnose and solve equipment problems. If necessary, our technicians will order and install replacement parts and/or systems that arrive by priority freight. If your application warrants fail-safe operation and regular and timely maintenance, or you need top-line support services, Anytime On-Site with Advanced Troubleshooting is the program of choice.

Keep your hard drive service

UNICOM Engineering works with companies in a variety of industries that secure data, and their desire to protect it is imperative. With this in mind, we’ve developed the Non-Return of Drive (NRD) service to alleviate the requirement of returning failed storage media. The NRD program allows the end-user to retain the failed drives and avoid any financial or paperwork issues related to returning the drive to UNICOM Engineering.