Access to Protogate
customer support is provided through our Technical
Assistance Center (TAC). Our TAC staff is well
trained and has hands-on experience with the
equipment and software that you purchase. When you
contact our TAC, you are immediately connected with
an experienced trained member of the TAC staff. The
majority of our customer support calls are
successfully handled by members of the TAC staff. In
the event that our TAC staff cannot solve the
problem, your call is escalated to our in-house
engineering staff for resolution. In all cases, your
call is entered into our call tracking system which
monitors problem status until resolution. The call is
always addressed by personnel who are thoroughly
trained on Protogate and Simpact equipment, and
knowledgeable in data communications.
Protogate provides optional professional installation support for those customers who would like quick, no-hassle installation and configuration of their data communication equipment. Installation support includes the following options:
support is available through the TAC at a fixed
hourly rate on an as-requested basis.
is accomplished at your facility on a fixed fee
basis. The on-site support option includes installation
of all Protogate and Simpact hardware and software.
With either option, you are guaranteed access to
professional support personnel who are highly
qualified to get your network up and running in the
shortest time possible.
For customers who
elect to install their own equipment, Protogate offers
a two day installation course. Customers may
enroll up to three trainees in each class session.
Purchase of installation training also includes up to
4 hours of free telephone support upon successful
completion of the training class.
purchase warranty covers your equipment from defects
in materials and workmanship for 90 days on software
and 1 year on hardware. Included in the warranty is
repair of any critical software defect that may be
encountered and 25 day (maximum) repair or
replacement of any defective hardware. Three day
priority exchange of hardware can be arranged as an
You can protect your
investment in Protogate or Simpact hardware by purchase
of an extended hardware support plan. Protogate offers two
levels of extended support, standard and priority
exchange. Standard support extends basic warranty
protection, in yearly increments, to protect your
investment after the warranty has expired. Priority
exchange adds guaranteed 3 day turn-around on repair
or replacement of defective hardware.
Protogate customers can ensure that their data communications software is maintained to current standards by selecting the Extended Software Support option. Extended Software Support extends basic warranty protection, in yearly increments, to protect your investment after the warranty has expired. Extended Software Support also includes the following:
For those customers who want absolute peace-of-mind, Protogate offers Comprehensive Support. Comprehensive Support includes all hardware and software at a customer site. Services provided under comprehensive support include the following:
For those customers
not covered under a contract support plan, Protogate
offers time-and-material based support services.
Service is provided on an as-requested basis and
varies from basic telephone support to on-site repair
or upgrade of equipment. Protogate TAC personnel can
provide assistance in arranging the required level of
Copyright © 1999, Simpact Inc. Used by permission.