CompuDAS Service, Warranty and Annual Support
Industry Leading CPC Support
According to our customers, one thing that makes CompuDAS unique is our service and support. Put simply, CompuDAS provides the best customer service and support in the industry.
CompuDAS Product Warranties
All CompuDAS systems come with a 1 year hardware warranty. We are committed to providing the highest level of support for our customers. With the Purchase of our Critical Process Monitor (CPM) products, we include 2 hours of set-up and training support with more time available on request.
Within the 1st year of service on our Critical Process Control (CPC) systems we also include up to 10 hours of phone, internet, and training support. This commences upon installation and test completion for Autoclave or Oven or Press control systems.
Annual Support Plans
Cost for annual support is based upon the number of hours that may be required or consumed throughout the year covered. Annual Support is offered by phone or remote internet connection, We offer 3 levels of support:
Gold Service Level
Our highest priority customer service is provided to customers that secure annual support in advance. Annual support is pre-purchased blocks of time derived from the amount of time we anticipate you will need from us. It is purchased at the beginning of the calendar year and expires at the end of the calendar year. The rate is $175.00 per hour. This time will be monitored and consumed upon your calls for support.
Silver Service Level Agreement
Our second-tier support plan is the purchase of blocks of time. This time will be monitored and consumed upon your calls for support. This pre-purchased time can be consumed for up to 1 year from time of purchase. The rate is $200.00 per hour. Our silver support customers are our second highest priority when support is requested.
Bronze Service Level Agreement
Our third level of service is a pay as you go plan. We provide this at $250.00 per hour with a $500.00 per incident fee. We require a purchase order to be created for the estimated amount of support time required, based on previous experience in evaluating these issues. This plan requires more time to implement when service is required due to the need for a Purchase Order to be placed prior to service being provided. Bronze support is provided on a best availability basis. Gold and Silver service customers that request assistance, are given higher priority.
CompuDAS strives to provide the best products and services for our growing base of customers. Customized support plans can be provided upon request.
CPC Replacement Parts
If CompuDAS hardware issues occur, we maintain a full complement of spares. These components are available to be shipped overnight to your facilities worldwide.
Remote & On Site CPC Product Support
Many customer issues experienced are solved accessing the systems remotely. In fact most issues can be resolved by this method. These connections are safe, secure, and can be configured to only available to us when you require our assistance.
Some examples of customers requesting services include:
- Data analysis
- CompuDAS hardware evaluation
- Calibration support
- Software archiving for all installed systems
- System troubleshooting – this includes help to find problems with equipment not supported by CompuDAS such as SCR’s, heaters, valves, etc.
If remote connection support is not available, we can also offer on-site troubleshooting and support.