Embedded Products: Support and Services
With Performance Technologies’ Software and Hardware Maintenance programs, you can receive timely software upgrades and enhancements for technology advancements, improved functionality, extended hardware maintenance and repair as well as access to the professionals in our Regional Support Centers around the world.
These technical professionals have defined their mission clearly and concisely – to support your project and deployments with Performance Technologies content and maximize your investment in our software and hardware solutions. That mission, executed each and every day, has translated into a world-class support team that has earned a reputation for going the extra mile to serve customers whenever they call.
Held to high performance standards and dedicated to an unwavering focus on the customer, our support professionals respond promptly to your needs and help you be successful with your operations. Whether it is an initial software installation, day-to-day operations support, or an application upgrade, our support team provides high-quality support each time you call on us.
Software and Hardware maintenance and support includes:
- Direct access to experienced consultants in our Regional Support Center
- Personalized service from trusted, knowledgeable, and familiar support specialists
- Flexible service options including telephone and e-mail support
- Timely problem resolution
- Support continuity throughout the lifecycle of your product
Key benefits of Software and Hardware Maintenance and Support:
- Refine your operations with direct and timely access to the right resources
- Maintain efficiency by working with experts on technical issues
- Provides comprehensive and flexible upgrade coverage
- Stabilizes software budgeting for planning upgrade and migration costs
- Software releases and updates that can be installed with minimum impact on your operational system
- Center of excellence for Hardware and Software at your finger tips
- Onsite support when you need it
- Choose the extended hardware maintenance period that suits you
- Guaranteed product assurance and maintenance service
- Reduced downtime and inconvenience
- Fast response-time, and fast repair-time
- Upgrade your hardware and software for a fraction of the new purchase cost with our hardware and software maintenance plans
- Safeguard your overall investment path
- Assured parts compatibility
Performance Technologies is pleased to provide 3 levels of support packages:
- We provide our Standard Support Package with all of our products at no additional cost.
- For customers needing more defined response times and for additional software and hardware needs, we offer our Enhanced Support Packages for an annual support fee.
- Our Premium Support Packages are designated for the highest level of support, such as: 24x7 accessibility, advanced replacement for hardware faults and any other special support services which require a negotiated agreement.
Frequently Asked Questions:
- What do I get if I do not purchase any maintenance and choose the Standard Support Package?
- What are my choices for Enhanced Support Packages?
- What do I get if I do purchase a Premium Maintenance Package?
- If I need my hardware repaired, what is the process and what are my options?
- Where can I find a matrix outlining the differences between the packages offered?
What do I get if I do not purchase any maintenance and choose the Standard Support Package?
- 12 months hardware warranty
- 90 day software warranty (media only)
- Access to our support team via Email at support@pt.com
- Response with best effort during normal regional business hours, usually within 1 business day.
- Within the 12 months hardware warranty we will repair or replace the product with any defects*
- Once outside the 12 month hardware warranty period we will charge you for hardware repairs.
- 4 week average for hardware repair time turn around
* Contact your sales representative for specific details on warranty policy
What are my choices for Enhanced Support Packages?
- Includes all of the benefits of our standard maintenance plus the ability to choose Software and Hardware listed below
- Hardware option:
- Hardware Extended Maintenance beyond standard 12 month warranty from 6 months to 48 month extensions
- No additional repair charges for product defects
- 1 business day response time
- Proactive notification of any design change to the products
- Software option:
- The latest released software packages and updates.
- Proactive notification of any design change to the products
- Ability to submit issues and feature requests for consideration in a future release
- Defined response, restore and resolve times based on severity level. (For example: A critical issue has a response time of 4 hours, with 1 day to restore the service and 14 days to resolve). - For more detail please refer to our Enhanced Software Support and Maintenance Agreement
What do I get if I do purchase a Premium Maintenance Package?
Performance Technologies recognizes many customers have unique maintenance needs and therefore we have created our Premium Maintenance Package to provide this flexibility. Under the Premium Maintenance Package, we offer a fully customizable maintenance agreement that can be tailored to your specific support needs. We will work directly with you to provide a program that meets your specific requirements such as 24x7 technical support, greater access to our FAE and R&D engineering teams, hardware advanced replacements, specific design customizations and any other special service requirements. Contact your sales representative for more details.
If I need my hardware repaired, what is the process and what are my options?
If you have the need to repair your hardware for any reason, we have a world class repair center to fix or replace your hardware that is in warranty or covered by our extended maintenance plan. We will make every effort to repair or replace out of warranty or beyond extended maintenance products. All out of warranty or extended maintenance products will require a purchase order prior to repair. Performance Technologies also recognizes the need for expedited repairs and offers a service to speed this process up when it is needed. We have a convenient Return Merchandise Authorization (RMA) form with instructions on how to obtain an RMA number.
Matrix outlining the differences between the packages offered:
|
SUPPORT FEATURE |
STANDARD |
ENHANCED |
PREMIUM |
|
One year hardware warranty |
X |
X |
X |
|
Extended hardware repair services |
X |
X |
|
|
Hardware Repair turnaround time |
4 weeks |
4 weeks |
Negotiated |
|
Expedited Hardware repair |
• |
• |
X |
|
Hardware Advanced replacement |
X |
||
|
90 day software warranty (media only) |
X |
X |
X |
|
Software maintenance |
X |
X |
|
|
Telephone support. |
X |
X |
X |
|
E-mail & Web support |
X |
X |
X |
|
Response time |
Best effort |
4 hours |
Negotiated |
|
FAE support |
• |
• |
X |
|
24x7 support |
X |
||
|
Quick Start training |
• |
• |
Discounted |
|
Dedicated on-site support |
• |
X |
|
|
Dedicated Engineering staff |
• |
X |
|
|
OEM customization |
• |
• |
X |
|
Product Change Notification |
• |
X |
X |
X - Indicates included in package
• - Indicates optional/configurable feature - prices are determined based on configuration
To discuss your specific support requirements and/or receive a quotation for a specific support program, contact sales@pt.com
