Customer Support Policy
Smart I Electronics Systems Pvt. Ltd. Technical Support is committed to provide a high level of professional support to our customers enabling their success with Smart I solutions and technologies. We aim to provide timely, accurate solutions to our customers by offering expertise and handing out appropriate sources of information and assistance. We view every support engagement as an opportunity to demonstrate our commitment to customer satisfaction.
The following services and policies set the expectations for your relationship with Smart I Technical Support services.
Purpose
The purpose of this document is to detail the smart I Customer Support Policy. Customer Support policies are subject to change at Smart I discretion. The following services and policies set the expectations for your relationship with Smart I Technical Support services.
How to Contact Us :
Smart I Customer Support is looking forward to working with you.
- Online Telephonic Support
- E-Mail support
- Site visit (If applicable)
Online Telephonic Support:
If you have any technical issue with our any Hardware / Software product, which need urgent support you can contact us by phone on below mention no. Smart I support is available for Smart I Authorized Distributor & Dealer. No direct support will be given to End user.
Support Contact No: +91-8767247247 Extn.: 2
In order to troubleshoot your problem, we require following details from you.
- Product details (Model No / Serial No / HW & SW version)
- Describe of the problem in detail
- Priority Level and impact of the problem
- Indication of the activity that was being performed when the problem occurred
- Configuration data
Resolve time:
We make our best effort to resolve problems as expeditiously as possible within 48 working hrs. But Due to the complex nature of software development and operating environments; smart I cannot guarantee the time that it will take to resolve a problem. In addition, our resolve times may be affected if a customer fails to provide requested information and/or refuses to provide Smart I with remote access through team viewer to the customer’s relevant network(s) or system(s), as applicable.
Technical Support Time Frame:
Monday to Saturday from 9:00AM to 9:00PM. Excluding public holidays.
However, in certain mention below cases we are not able to help you.
- Smart I Technical Support applies to Smart I Software / Hardware products only. For the third-party applications, we are glad to convey any knowledge that we have, but we cannot provide support for another vendor’s product.
- This support does not include Sales related information, such as price enquiries, products and models available, etc. For such questions, please contact us on email – enquiry@www.smartisystems.com
E-mail support:
You can also E-mail your problem on support@www.smartisystems.com ID with a detailed description of your problem with Product details.
Response of your mail will be done within 4 hrs. If we receive your mail in define technical support time frame & in outside the time frame you will get the response within 24 working Hrs.
Site visit:
To serve our customer in a better way during installation/after installation/ any other issue, we will sent our Engineers at site if the problem will not solve by Online or by remote assistance.
Site visit will be done on chargeable basis.
Requests should be submitted at least a week in advance to give us the greatest possibility to accommodate the site visit.
Escalating Problems:
If the normal support process does not produce the desired results, or if the problem has changed in priority, the problem can be escalated at First level to Engineer who is working on your problem and request that the priority of the problem is escalated.
- You may request to speak with a Technical Support Head
- You may request to speak with the Sales Head if Support team leader fails to resolve your problem within 6 working days.
Support after product will be discontinued:
There will be no effect with the regular telephonic & email support once the product will be discontinuing however no bug fixes or higher-level escalation to development team will be provided once the product discontinued.
Smart I reserve the right to make the changes to the terms & condition to this support policy without prior notice.
1 year warranty is provided free and another 4 years we are charging in form of extended warranty and after that for remaining years it will be as per actuals.
For obsolete/discontinued product the support/spares should be available up to 3 years minimum.
Smart I software Support Policy:
Smart I will support all versions of software that are currently running. (Details of Currently Running Software is available in our Web site) for the period of one year from the date of installation.
This Support will consist following.
- Response of Questions about using Software Feature
- Operational Questions
- Guidance on installing software and Patches (Guidance does not mean to install whole Software)
- Normal Bug fixing
Before contacting Smart I technical support, ensure that you have the Product in front of you and that it is turned on, if feasible. Please also be ready to provide the Product’s serial number, the model name and proof of purchase.