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Crystal's Technical Services Department is intended to be a "one-stop shop" for questions and support of all products provided by Crystal. Our team is made up of highly trained technicians with a variety of backgrounds, certifications and capabilities. Each team member is empowered to act quickly to any customer's need on Crystal's behalf.
Telephone Support
As a Crystal customer, you are provided with free, unlimited, 24/7 technical support by the Crystal technical services team. When you call our technical services team, you will get a live person on the phone during our normal business hours of 8:00am - 5:00pm CST, Monday - Friday. If you call before 8:00am, after 5:00pm, over the weekend or on a Holiday, you have the ability to page an on-call technician. These technicians are Crystal employees - the same people you talk to during the day. A Crystal Technical Services team member will return your call within 60 minutes. The following services are offered to Crystal customers.
- Engineer-to-Engineer contact with our engineering team members and technicians, including Crystal's electrical, mechanical, certification, and software engineers.
- On-Site Troubleshooting Services
- Crystal service technicians can be dispatched the same day to any point in the world to resolve technical issues.
- On-Site Engineering Services
- Seamless support of Operating Systems, Application Software, and Third-Party hardware.
Installation Services
Crystal provides complete in-field installation services including pre-installation site planning. Trained field technicians and engineers are available to install complete systems or provide on-site assistance to your team.
With first-time orders, Crystal often sends field personnel to the customer's location just to make sure that the start-up is problem-free.
What does this all mean for your project? If you need help with installation at any level, you can count on Crystal to be there - no matter where you are in the world.
Repairs and Upgrades
48-hour Turnaround on Repairs/Upgrades
Crystal understands that our systems are deployed primarily in revenue generating applications, and that computer down-time means revenue lost. Our Service Center prides itself on diagnosing, repairing, testing and shipping over 98% of returned units in 48 hours or less.
Advance Replacement
Although we are not obligated by our warranty to provide advance replacement parts or complete units, we do provide such service at our own discretion on a case by case basis:
- Advance Replacement of entire servers - for a period of up to 45 days, we may choose to advance replace an entire server unit in a product failure situation. The decision to make this advance replacement is 100% at the discretion of the Technical Services department.
- Advance Replacement of service parts and peripherals - for the entire term of the warranty, we may choose to advance replace parts or peripherals in a product failure situation. The decision to make this advance replacement is 100% at the discretion of the Technical Services department.
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