Portmasters.com Post Warranty Maintenance Options


Basic Technical Support Services provide for telephone access to technical support resources to assist with problem diagnostics after the warranty period has expired. Assistance is available for Portmaster products during standard support center business hours, 9am-6pm CST (excluding holidays). Hardware repair is handled through a Flat Rate Exchange program, with a ten-business day repair turnaround, from time of receipt. Expedited service is available at an additional cost.

Extended Hardware Warranty Services is an extension of the standard Hardware Warranty service, providing priority response objectives and next-day advanced replacement parts for hardware failures Monday through Friday (excluding holidays).

Extended Warranty Plus Services provide maximum access to the Portmaster Technical Support Center and spare parts. This level of service gives customers access to technical expertise around-the-clock, 365 days per year and entitles customers to priority response commitments with a 4-hour trouble resolution objective. In addition, next-day-advanced-replacement of parts is provided seven days a week, 365 days a year.

Type of Offer: BASIC TECHNICAL
SUPPORT SERVICES
(NO CONTRACT)
EXTENDED HARDWARE
WARRANTY SERVICES
EXTENDED WARRANTY
PLUS SERVICES
Geographic Area North America North America North America
Toll Free Access 9AM-6PM CST, M-F, exc. Holidays 9AM-6PM CST, M-F, exc. Holidays 24 hours a day, 365 days per year
Response Objective Best Effort 15 Minutes - Urgent 15 minutes - Urgent
Trouble Resolution Objective* Best Effort Best Effort 4 hours - Urgent
24 hours - all others
Perfomance Metric
Objective
N/A N/A 90%
Email Support M-F 24 hour response 24 hour response 24 hour response
Replacement Parts Return to Factory with 10
day turnaround
Advanced Replacement
Monday-Friday
Advanced Replacement
7 days a week
H/W & S/W Fixes** Included Included Included
Upgrades** Included Included Included
Cost of Service No Charge Annual Fee Annual Fee
Out of Hours Current Hourly Rate Current Hourly Rate N/A
Parts Repair Flat Rate Exchange No Charge No Charge
* Resolution of problem within Portmaster  solution or recommending a plan of action to clear problem (RFE, external vendor, telco, etc.)
** Customer installable

For questions, email: support@portmasters.com