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AVI INFOSYS Support PACK is a value-added Annual Maintenance support offering from AVI INFOSYS LLC for all our family of Biometric Products and Technologies.
Any support rendered Off-Site or On-site
i.e., at the installation site, client site or problem site, including
identification, isolation, diagnosis & rectification for all
our Biometric Devices and Software.e
SupportPACK assures you a complete peace of mind and ensures the availability of qualified and trained technical support personnel as and when you require their assistance in solving complex technical issues. SupportPACK is a versatile support offering and is structured to suit your complex and diverse support needs. There are basically three types of SupportPACK:
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SupportPACK Regular: An economical onsite support package for normal business installations |
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SupportPACK Premium: A powerful round-the-clock support package for critical business installations |
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SupportPACK Per Call: An economical support alternative for robust installations and User Training and clients who have a strong technical support team available in-house |
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| The Philosophy |
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Support PACK brings to you the expertise of AVI INFOSYS technical staff and the unfailing philosophy in delivering the highest level of customer satisfaction of the AVI INFOSYS. With the unique business model of AVI INFOSYS, this allows our customers to – |
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buy products from us at the best price (which is the actual global product price plus a handling fees), and |
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Avail of measurable support services & pay for the services only if availed. |
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| The Support PACK is available as the following packages: |
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SupportPACK/10: A support contract for 10 hours of on-site support, valid for a period of 2 years.Hours are deducted from the assigned/balance quota on an actual basis, for the number of actual productive hours worked onsite. |
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SupportPACK/20: A support contract for 20 hours of on-site support, valid for a period of 2 years.Hours are deducted from the quota on an actual basis for the number of hours worked. Available only underthe Regular SupportPACK. |
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Support PACK Per Call cannot be purchased in the above configurations. |
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| Complete Assurance |
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Each AVI INFOSYS SupportPACK brings to you the quality assurance of the AVI INFOSYS. The following key assurances from AVI INFOSYS are offered with every AVI INFOSYS SupportPACK, indicating the best value you can buy- |
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Money-Back Guarantee: In case you are not satisfied with the services or quality of AVI INFOSYS technical staff, you may cancel the services at any time during the agreement by giving a 30-day notice to us in writing. AVI INFOSYS will promptly return the balance amount of services to you within 30 days of the date of termination. |
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On-Time Surety: In the event that we fail to be at your service within the stipulated service levels, we shall not charge you for the 1st hour of the service (at the hourly rates stipulated at that time). In the case of TSCs, the contract shall be extended by the same amount of time. |
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No Questions Asked: In case of your disputing the number of hours worked by an engineer in isolating, troubleshooting or rectifying a problem, we would honor your judgment on the number of hours to be charged. No questions asked. |
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Industry certified professionals: All Biometric technical support staff AVI INFOSYS are Qualified Engineers (minimum BE) & certified in applicable industry domains. |
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Highly experienced team: The AVI INFOSYS team is highly experienced in relevant industry, bringing to you years of expertise and knowledge base in Biometric Solutions and Technologies. |
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Round-the-clock-backup: The AVI INFOSYS team is supported round-the-clock by the support centers of the OEM. In cases of extreme severity, AVI INFOSYS can recover your installations at any time of the day based on your AMC agreement terms and conditions. |
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| Usage of SupportPACK |
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Problem Isolation |
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User Training |
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Installation of updates, hot fixes & service packs |
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Fault identification, isolation, correctionú & reporting |
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Moves, Adds & Changes including new installations |
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Onsite Support for products from us |
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Onsite Support for products Service and Support |
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| Quick Benefits |
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Problem Isolation |
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User Training |
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Installation of updates, hot fixes & service packs |
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Fault identification, isolation, correctionú & reporting |
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Moves, Adds & Changes including new installations |
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Onsite Support for products from us |
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Onsite Support for products Service and Support |
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Please Contact us @ support@avi-infosys.comfor all your technical support requirements. |
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