Support

Technical Support Services

FAQs

• Technical Support

  Application and networking issues may be potentially detrimental to a company, costing both time and money. To avoid any periods of network downtime or other issues, consider ASCIO Wireless as your IT partner, delivering technical support 24 hours a day, 7 days a week.

  Real-time wireless support, which is typically of a technical nature, is provided free of charge Monday through Friday between the hours of 7:00 a.m. and 6:00 p.m. EST. All support is provided by our highly trained and experienced network services engineers and is conveniently available by phone at (781) 762-0200 or via email at [email protected].

• On-Site Service: Network Support

  Our talented, experienced radio frequency and network engineering professionals have all of the skills to expertly design cost-effective wireless LANs, which include radio frequency planning, antenna design, and wireless integration within the wired infrastructure. We also have highly experienced network service technicians to aid in moves, additions, and other changes within a network, such as antenna alignments and troubleshooting.

• Network Maintenance

  ASCIO Wireless tailors network maintenance service contracts to meet the individual needs of each customer. Our network maintenance service covers a broad range, including system diagnostics, adjustment or replacement of defective modules, and tests to ensure a network design is operating properly.

  Terms of the contract are also broad and can include such maintenance options as regularly scheduled preventative maintenance, network maintenance visits, emergency service calls, and customer-specified response times.

• Limited Warranty

  At ASCIO Wireless, we provide all customers with a one-year return to factory hardware support, which covers the costs of both materials and labor. All repairs and replacements of products are made at the discretion of the repair center, including product level (ECO) updates. The commitment lead time provides a 10-day turnaround, with products being returned to the customer in good working condition.

• Gold Warranty

  For those businesses in which network operation and availability are critical, the gold warranty advanced replacement program keeps them covered with real-time customer support. Upon receiving an authorized RMA, ASCIO Wireless ensures a like-new product is immediately prepared and shipped for next-day delivery using express transportation services, such as UPS Next Day. All support calls must be received by 4:00 p.m. EST to ensure next-day delivery.

• Refurbish and Retest

  Any businesses experiencing issues with a product may simply return it to the factory for refurbishment, ECO update, and repair. This process is quick and easy, with the final working product being shipped back to the business in like-new condition, including all accessories, packaging, and software.

• Out-of-Warranty Repairs

  If a product is out of warranty, businesses can still ship it to the factory for out-of-warranty repair. All repaired products will be returned to the customer 15 business days from the date of receipt. In the event that a product is not able to be repaired by technicians, it will be returned to the customer in the condition in which it was received.

• Leasing and Short-Term Rentals

  To meet the individual requirements of all customers, ASCIO Wireless provides networking equipment leases and short-term network hardware rentals. All leases and rentals are offered at highly competitive rates.