Clear-Com Tempest900 - Manual (Page 91)

85 Tempest®900 2-Channel Wireless Intercom System
Technical Support
In order to ensure that your experience with Clear-Com and our World Class products is as beneficial, effective and efficient as
possible, we would like to define the policies and share some “best practices” that can accelerate any problem solving pro-
cesses which we may find necessary and to enhance your customer service experience. Our Technical Support, Return Material
Authorization, and Repair Policies are set forth below. These Policies are subject to revision and constantly evolve in order to
address our Customers’ and the Market’s needs. Accordingly these are provided by way of guidance and for information only
and may be changed at anytime with or without Notice.
TECHNICAL SUPPORT POLICY
a) Telephone, online, and e-mail technical support will be provided by the Customer Service Center free of charge during
the Warranty Period.
b) Technical support will be provided free of charge for all software products under the following conditions:
i) The application, operating, and embedded software is installed on a product covered by Clear-Com’s Limited
Warranty, and:
1) The software is at the current release level; or,
2) The software is one (1) version removed from current.
ii) Older versions of software will receive “best-effort” support, but will not be updated to correct reported bugs or add
requested functionality.
c) For Technical Support:
i) North and South America, (incl. Canada, Mexico, and the Caribbean) & US Military:
Hours: 0800 - 1700 Pacific Time
Days: Monday - Friday
Tel: +1 510 337 6600
Email: [email protected]
ii) Europe, the Middle East and Africa:
Hours: 0800 - 2000 Central European Time
Days: Monday - Friday
Tel: +49 40 853 999 700
Email: [email protected]
iii) Asia-Pacific:
Hours: 0800 - 1700 Pacific Time
Days: Monday - Friday
Tel: +1 510 337 6600
Email: [email protected]
d) Email Technical Support is available for all Clear-Com branded products free of charge for the life of the product, or two
years after a product has been classified as obsolete, whichever comes first. To log or update a request, send an email to:
[email protected].
e) Support for Distributor and Dealer Sales
i) Distributors and Dealers may utilize the Customer Service Centers once a system has been installed and
commissioned. Clear-Com Systems and Applications Engineers will provide support to the Distributor from the pre-
sales stage through to satisfactory installation for new system purchases. Customers will be encouraged to contact
their Dealer or Distributor with their installation and technical support enquires rather than using the Customer
Service Centers directly.