Server: Microsoft-IIS/3.0 Date: Fri, 21 Nov 1997 03:39:38 GMT Content-Type: text/html Accept-Ranges: bytes Last-Modified: Mon, 17 Nov 1997 21:21:23 GMT Content-Length: 9951 Customer Service
 

Customer Service



   
24 Hour Toll-Free Technical Assistance 1-800-2-GET-HLP

Overview

ECCS, Inc. has been a leader in Open Systems Computing since 1980. ECCS develops and manufactures high-availability storage subsystems and offers a wide range of high quality support services.

Our commitment to provide the best service available includes customized service plans to meet our customers needs. ECCS is focused on our customers. Our business is to understand your needs and to work with you to plan for your future needs.

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ECCS As A Manufacturer

ECCS designs, develops and manufactures our own products. ECCS customers are working directly with the manufacturer where problem resolution is expedited. ECCS is responsible for all code, firmware, troubleshooting of problem determination.

ECCS Designs With Customers in Mind
ECCS products are designed with the customer in mind. All ECCS products are Customer Replaceable Units (CRU's). Maintenance can be performed on-site by any customer or Service Representative in less than 5 minutes mean time to repair (MTTR).

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Remote Downloadable Firmware (RDF)
ECCS' customer service can download microcode to all ECCS Synchronix and Synchronection products. All code is available at ECCS' FTP site and downloadable through network, SCSI or serial connections.

On-Site Spares

ECCS provides customer spare parts and on-site programs tailored to meet your needs. All critical components (controllers, power supplies,drives, cache) can be replaced on-site to expedite problem resolution.

  • Tailorable to meet demanding requirements
  • 4-hour on-site response time

  • Products designed with pro-active service in mind

  • Remote Downloadable Firmware

  • Automatic Escalation Procedures

   
On-Site Service
Call 1-800-2-GET-HLP for ECCS Technical Assistance. An ECCS Support Specialist will diagnose a problem and dispatch a Service Engineer to perform service on the same business day if necessary. This service includes a 4 hour maximum response time. ECCS provides this through our global partnership with on-site service providers.

Next Business Day Cross-Ship Service
Next Business Day cross-shipment of parts for the entire storage subsystem is included during the prescribed waranty period for ECCS' products. See your ECCS Sales Representative for more details on the program.

Graphical User Interface
ECCS proprietary products are surrounded by an intuitive Graphical User Interface to tune, monitor, and manage ECCS products.

24 Hour Toll-Free Technical Assistance 1-800-2-GET-HLP

Staffed by experienced support specialists, our Technical Assistance Center can provide remote diagnostic capabilities 24 hours per day, 7 days a week. Our Help Desk Services will resolve technical issues (Level I) as well as dispatching on-site technical support as required.

 

Help Desk Service Options

Basic Coverage Includes Help Desk Coverage Monday through Friday, 8:30 a.m. to 6:00 p.m.
Bronze Plan Extends Basic Coverage to Saturday and Sunday from 8:30 a.m. to 6:00 p.m.
Silver Plan Provides Help Desk Coverage 24 hours per day from Monday through Friday.
Gold Plan Provides Help Desk Coverage 24 hous per day, 7 days a week.
Out of Warranty Plans Designed to meet your specific requirements

 

This page and its contents ©1997 ECCS inc. All Rights reserved.