Tools Support
At eNGN/AYSCOM we offer a maintenance service designed to ensure the performance and availability of our customers’ monitoring and test systems.
Our support team includes certified experts in many technologies for support and maintenance activities such as reception, qualification, coordination and troubleshooting of incidents.

Within this service we offer all troubleshooting tasks (including configuration or recovery of configurations), consultancy and onsite visits. Additionally, we include sw upgrades to the latest versions.

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Warranty

All equipment supplied by eNGN/AYSCOM will have a manufacturer’s warranty of at least 1 year.

During the warranty period, the manufacturer guarantees that the HW/SW shall be free from defects while it is in normal use and provide performance in line with published specifications.

When any kind of SW or HW defects are communicated through the support line or by email a support case is opened with the manufacturer for tracking the repair.

Remote/On site system support

If any application fails or questions arise on system configurations and functionalities, customers can get remote or “on site” support by contacting eNGN/AYSCOM’s technical service. Remote support includes the following services:

  • Support response in under 1 day
  • Remote qualification of the problem
  • Resolution of the problem or the beginning of the corresponding action (which may include sending a technician to the customer’s premises)
  • Monitoring the problem and updates on it until resolution
  • Operational checks to ensure the proper functioning of the system, including functional verification

Hardware incident support

If any HW component fails, customers can get remote or “on site” support by contacting eNGN/AYSCOM’s technical service. Hardware incident support includes the following services:

  • Support response in under 1 day
  • Remote qualification of the problem
  • On-site resolution of the problem or the beginning of the corresponding action. This may involve sending a technician to the customer’s premises or opening RMA.
  • Monitoring the problem and updates on it until resolution
  • Operational checks to ensure the proper functioning of the system, including functional verification

Moreover, for some product lines eNGN/AYSCOM offers the Advance Replacement option and sends a replacement unit the day after (NBD) being the problem has been qualified.
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Updates

During the term of the maintenance contract, customers can request maintenance or a software upgrade by contacting eNGN/AYSCOM through the support line.

eNGN/AYSCOM will support updates under the following conditions:

1
Application Updates

Our customers will be provided with the relevant software updates as they become available and qualified eNGN/AYSCOM personnel will install them or support the installation by the customer.

2
Document Updates

A copy of the requisite documentation will be delivered with the distribution of software updates