Desired Information (check list):
· Part Number
· Serial Number
· Model numbers of equipment being used
· Have defective transceiver plugged in and connect to a second one, or loopback for signal
· List port information
· Create a log file (no zipped files)
· Collect information:
o inventory
o interfaces brief
o version
o running-config
- · Contact phone number and email address
Shipment of Replacement Product:
· Replacements will be shipped overnight next business day or up to 3 weeks
· Products requiring replacement will be cross shipped with a return label provided for return of current product
Testing and Follow-up: · Returned products will be tested upon receipt · Follow-up regarding replacement parts within 1 week of receipt of replacement · Follow-up regarding findings during testing within 2 weeks of receipt of returned unit · The issues that have a more than 30 days resolution period will be responded to with updates every two weeks that include actions taken to reach resolution
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Operating Business Hours:
Mondays through Fridays (exclusive of Holidays)
9:00am CST to 6:00pm CST
Response Time:
o First response up to 60 minutes
o Internal escalation occurs at 60 minutes if no first response
o Contact teamconnectivity@axiomconnectivity.com if no first response within 120 minutes
· Phone
o Instant during business hours
o Multiple agents available and connected
o After hours the first response will be in next business hour
Tracking System:
· AXIOM trouble ticket system maintains records and responses to all issues or concerns surrounding shipped product
· Monthly reports that include corrective actions are compiled
· Overall performance quality and progress reports are jointly reviewed upon request