If
you are experiencing problems, please call the EndX pager
number and leave a message with the operator
+
44 (0)7666 761 725
When
you call Technical Support please be ready to give the following
Information:
Site
Location
Name
Application used (e.g. Club Assistant, Cage Assistant
etc...)
Date/Time
of Error
What
Function was being performed
Brief
Description of the Problem
In
return the Support Engineer will supply you with a Support
Reference Number. This number is completely unique and should
be quoted in all communications with reference to the problem.
We have discovered that support calls are generally cleared
within 15 minutes. These calls often involve walking the user
through the process they wish to perform. If this is not possible
the EndX Support Engineer will connect to the site in question
via dial-up networking and resolve the problem.
Hardware problems can be resolved in a number of ways. EndX
can provide spare part kits for all its hardware enabling
Support Engineers to talk a user through replacing minor parts.
Alternatively if this is not possible an EndX engineer will
be made available on site within an agreed time. Currently
most of our support contracts specify within 6 hours but this
can be reduced to within 4 hours if this is required. To meet
repairs, requirements of spare parts and quick maintenance
turnaround EndX carry stocks of all our branded equipment.
Remote access dial up networking could easily be security
protected with an automated dial back facility to designated
EndX Support lines.
All support calls are logged on our support database. At regular
intervals reports from this system are provided to the customer
to ensure that they are aware of any problems that have occurred,
who reported them, how they were resolved and by whom. Dates
and times of reporting and problem resolution are also recorded.
Hollinwood
Business Centre, Albert Street, Oldham, OL8 3QL
Tel: +44 (0)161 683 3300 Fax: +44 (0)161 683 3311
