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
|
Operating
Business Hours:
Mondays through
Fridays (exclusive of Holidays)
9:00am CST to 6:00pm CST
Response Time:
· Contact Axiom at 888.658.3326 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