Triton FT5000XP Prism NDC Emulation w/XFS Compliance User Manual User Manual
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The primary purpose of the Technical Services department is to provide as-
sistance to customers in the operation, trouble shooting, and repair of equip-
ment manufactured by Triton. A toll-free phone number (1-800-259-6672)
is provided for convenience. The Technical Services department operates to
serve our customers. The staff is trained to follow our policies and procedures
to ensure fair and uniform treatment of all our customers.
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Our goal is to have a ‘live’ person answer 100% of all incoming calls (dur-
ing regular support hours). On occasion, however, call loads may exceed the
capacity of the staff. When this occurs, an automated voice mail system will
answer the call, indicate to the caller that all Technical Support specialists are
busy assisting others, and ask the caller to leave detailed information about
the nature of the call.
Should it become necessary to leave a voice mail message, the caller should
state:
• their name,
• the organization for which they work,
• the serial number of the equipment they are calling about,
• detailed description of the problem that they are experiencing, and
• phone number where they can be reached, including area code.
As Technical Support specialists become available, they check for voice
mail messages and return calls in the order in which they were received. By
providing the information requested in the voice mail, the technician can be
prepared when your call is returned. Triton asks you to be patient if you must
leave voice mail and assures you that your call is important to us and that we
will respond promptly.
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Calls for service or repair will be accepted from authorized service technicians
only. End users must contact either the sales organization that placed the
equipment or an authorized third party service organization to obtain service.
The sections that follow describe the policies and procedures that relate to the
repair and replacement of malfunctioning equipment.