Support

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Several kinds of support and warranty options are available to TME customers for custom products, equipment, or prototypes, as well as standard product designs or technology reports.  All design, procurement, assembly, and test data is periodically backed up and stored in a safety deposit box to insure data redundancy at a remote location.

Support for Custom Products, Equipment, and Prototypes

Custom products or equipment and prototypes of standard product designs are typically purchased in small quantities.  TME usually does not procure extra parts that are relatively expensive or readily available, unless required by the customer.  However, we always procure at least one extra set of all other parts used.  This practice insures that most parts are available to support a product well past the warranty period.  It also avoids significant purchase price increases for stocking expensive spare parts and often makes it possible to provide relatively short repair times.  In some cases, this reserve helps guard against part obsolescence on future orders, which can occur in 1 to 5 years.  TME general business terms include customer acknowledgement that parts obsolescence may occur on future orders or non-warranty repairs, resulting in the additional costs of a partial redesign. 

Basic Support

Operating manual shipped with custom product or equipment or prototypes of standard product designs
Unlimited free email support provided after delivery and for one year beyond the basic or extended warranty period
Limited free email and telephone support provided for simple inquiries thereafter

Basic Warranty

1 year warranty included in price of all custom products and equipment sold
3 month warranty included in price of all standard product prototypes sold
Return-to-TME with TME issued RMA number for free repair or replacement at TME's discretion
Typical 3 to 5 day repair time upon request if needed, depending upon expensive part availability if applicable
Free and unlimited warranted repair coverage, with the following exclusions:
User accessible fiber optic connector damage (dirt, cracked face, mating with wrong connector type, etc.)
Fiber optic component excessive power input damage via user accessible fiber optic connectors
Microwave component ESD damage or excessive power damage via user accessible microwave connectors
Physical damage, high use wear-out, accident, neglect, tampering, un-authorized alterations or repairs,  misuse, wrong connections, negligent handling or use, shock, electrostatic discharge, or operation in unusual environments
Free first shift phone-in support and unlimited email support, Monday through Friday, 9am to 5pm CST
TME does not warrant that delivered products or equipment will not fail
TME does not warrant third party software used in custom products or equipment

Extended Warranty

Available for an additional 2 years when purchased within the basic warranty period
Typically costs 10% to 25% of the current sales price depending on product, quoted on request
Return-to-TME for repair with TME issued RMA number
Typical 3 to 5 day repair time upon request if needed
Unlimited repair coverage, excepting limit of one fiber optic or microwave component replacement per year with exclusions noted in basic warranty section
Free first shift phone-in support and unlimited email support, Monday through Friday, 9am to 5pm CST

Non-Warranty Support

Per-incident Return-to-TME for repair quoted with TME issued RMA number
Unlimited free email support provided after delivery and for one year beyond the basic or extended warranty period
Limited free email and telephone support provided for simple inquiries thereafter

Other Support Options

            Upon request, TME will provide a quote for any of the support options listed below.

On-site warranty repair or troubleshooting using a per diem plus expenses price
On-site training or installation using a per diem plus expenses price
Annual or per incident product calibration or verification service
24/7 phone-in support
Product modification, upgrading, or conversion as needs change or obsolescence occurs
Read-only pdf file engineering documentation for long-term self support past warranty period
 

Support for Standard Product Designs and Technical Reports

            Standard product designs and technical reports are forms of intellectual property, which is usually in the form of paper documents or electronic files.  Where prototypes are involved, support and warranty is available as described in the previous section.  Intellectual property sold by TME is supported but is not explicitly warranted.

Support

Correcting significant typographic or drawing errors on delivered paper documents and electronic files
Unlimited free email and telephone support provided for one year after delivery
Limited free email and telephone support provided for simple inquiries thereafter

Warranty

            TME does not warrant delivered intellectual property, including accuracy, completeness, timeliness, requested changes, etc.  TME will correct any such issues for free at its sole discretion.

Other Support Options

            Upon request, TME will provide a quote for any of the support options listed below.

On-site manufacturing startup or troubleshooting using a per diem plus expenses price
24/7 phone-in support
Intellectual property modification, upgrading, or conversion as needs change or obsolescence occurs
 

 

 

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