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Mobility Support

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Compsee Solutions Group delivers business-critical support with a difference. We start with your needs. We collaborate closely with you. And we tailor the solution that works best for your application and business.

Compsee Solutions Group is able to deliver a comprehensive Business-Critical Support portfolio that addresses a range of requirements:

Our offerings bring you:

  • True business value by helping you reduce the impact of downtime, improve operational efficiency, and enable new mission-critical capabilities

  • Industry-leading technology expertise to help you address all of your major downtime risks

  • Time-to-resolution commitments that help you recover quickly and completely

  • Totally coordinated coverage through a single plan encompassing your needs infrastructure-wide

 Compsee Solutions Group is able to offer their customers the following levels of business-critical mobility support.

 

Gold Mobility Support

   Required for "Your Vision" Asset Management Review

Type

Description

Cost Per Unit

Service Hours

Triage

Confirm Symptom

Identify Failure

Determine Course of Action

$3.00 per month/per terminal

Notes:

  Minimum 10 Terminals

  Order from the Start

800 Number

7:00 am to 10:00 pm

Eastern Standard Time

Monday - Friday

Terminal

Replacement

 

Program Details

Hot Spare Swapping

$3.00 per month/per terminal

Notes:

  Minimum 10 Terminals

  Order from the Start

  Required: Manufacturers Maintenance and

  Gold Mobility Triage

  Shipped on Customer's Freight Account

  Number (UPS/FedEx)

 

Triage

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All Customer Mobility Technical Service Representatives are trained support specialists capable of handling questions and issues related to products and applications. Compsee’s Triage attempts to identify and mitigate issues in a number of ways with an emphasis on quality. The representatives maintain an extensive knowledge base accumulated through years of experience supporting various mobile devices in the field.

 

The Mobility Technical Service Representative will be trained to provide Triage

·         Confirm Symptom

·         Identify Failure

·         Determine Course of Action

 

Hardware and Software Vendors will separately provide second-level Customer Support for issue escalation and possible resolution

Customer Escalation Process

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Escalation from Triage to Hardware or Software Vendor support follows the procedures listed below:

·         Mobility Technical Service Representative assesses Hardware or Software Application issues using “Triage Guidelines”

·         Mobility Technical Service Representative validates either Software Application issues or a Hardware issue

·         If the Mobility Technical Service Representative cannot remediate Hardware or Software Application issue within a 5 to 10 minute time-frame, escalation to Hardware or Software Vendor support takes place

·         Escalation to Hardware or Software Vendor support is executed through

§         Sending email with issue information

§         Placing a call to Hardware and Software Application Support

Terminal Replacement - Hot Spare Swapping

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If under Triage support, the Mobility Technical Service Representative determines that there is a hardware failure, the Mobility Technical Service Representative will prepare a terminal to be shipped to the end user as a replacement.

 

The Hot Spare Terminals will be purchased in advance by the end-user and stored at Compsee’s Mobility Services Facility.  Compsee will authorize the end-user to purchase up to 5% of the end-user’s terminal population as Hot Spare Units.

 

The replacement unit will be pre-loaded and tested prior to shipping.  The intent is to deliver a ready-to-go terminal to the user.  As part of the Hot Spare Program, the Mobility Technical Service Representative will

 

·         Assist the end user in submitting an RMA

·         Ship for overnight delivery a “Hot Spare”.  The unit will be shipped on the customer's Freight Account Number (UPS/FedEx)

·         With the terminal will be a return label for the user to ship the broken device on the RMA back to Compsee for repair

·         The repaired device will be shipped from the manufacturer to Compsee to re-stock the “Hot Spare” supply

 

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