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Customer Support
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The SyTech Team
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Satisfying customers is one
of
the most important missions of the SyTech Corporation!! We fully understand
that our products and services are in use 24 hours per day 7 days a week.
Our policy since the founding of SyTech in 1991 was to provide a "real live"
person to answer the phone any time of the day, seven days a week, holidays
and week ends included. Today we have an excellent reputation as a company
that is committed to our customer base. Below is a summary of our customer
support policy and a representative customer list.......should any customer have any items to
report...compliments or complaints...please contact me directly at the
provided e-mail address.
Sincerely,
Gil Armendariz
(co-founder and Chairman)
garmen@sytechcorp.com. |
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The SyTech
Corporation provides for a convenient method of downloading system manuals,
datasheets and executable software. For connection to our FTP server please
"click" on the following links.....
Main FTP access
Headquarters FTP access
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Support Policy:
Customer support
is offered in the following areas; installation, removal and
troubleshooting for any or all of the equipment provided under the purchase
contract. SyTech will repair or replace any failed equipment within 24 hours
of notification to the fullest extent possible, e.g. availability of failed
equipment. Failed equipment requiring repairs will be replaced via over
night mail service (FEDEX or UPS) at SyTech expense. SyTech will provide
telephone help desk support during the replacement process. The failed
equipment will be returned to SyTech for any repairs. On site emergency
support is also offered in our standard system price. The Intercept System
does not require any special tools or test equipment. All PC hardware to be
used on the Intercept System is standard off the shelf. All workmanship is
in IAW best industrial practices and with SyTech Quality Assurance
Procedures. All equipment is fully tested at the SyTech facility using full
load conditions. In all cases SyTech customers are invited to witness load
testing. Typically, customers are encouraged to provide comments on test
load conditions in order to properly simulate conditions as they will exist
in the field. For the price of the system, 24 X 7 X 365 help desk
maintenance assistance and free software upgrades will be available
during the warranty period. From 8:00 AM to 5:00 PM EST a maintenance
technician is available to provide assistance. During the evenings and
holidays a toll free 800 line is available for reporting problems. A real
live person will answer the 800 line. The operator will take down some
information and will page a SyTech technician. SyTech has a policy of having
a primary, secondary and a back up to take any service calls. SyTech
guarantees that all trouble calls will be responded to within 15 minutes.
For problems that cannot be fixed by a technician over the phone or via
remote dial-in, a SyTech technician will fly to the site and fix the
problem. On-site support for major failures will be the same business day if
notified before 09:00 AM, and the next business day if notified after 09:00
AM. On-site support for minor failures will be second business day. Note, if
it is determined that the failure was caused by negligence or abuse,
customer will be invoiced on a time, material and travel basis. SyTech will
provide periodic activity (trouble ticket) reports of help line support, and
at a minimum include name, location, telephone number of caller, stated
problem, time of incoming call, corrective action taken to resolve or, time
problem escalated for depot level or similar maintenance. If referred for
higher maintenance levels, final resolution information will be provided to
close “Trouble Tickets.” After the first year SyTech offers a follow on
maintenance plan that includes 24 X 7 X 365 help desk and continuing
software upgrades. SyTech understands that the customer may select to
establish a time and materials contract and that maintenance support will
start at the end of each warranty period. This service may be continued for
the life of the system. Also available to all SyTech customers are periodic
newsletters providing the latest in CALEA Intercept Requirements.
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Customer List:
Note, the list below is a
representative sample and is not all inclusive.
1. New York Office of Organized Crime
2. FBI, CALEA Implementation Center
3. SPAWAR, San Diego California
4. Office of National Drug Control Policy, Technology Transfer Program (CTAC)
5. Drug Enforcement Administration (DEA)
6. U.S. Coast Guard
7. U.S. Customs
8. U.S. State Department
9. New York State Police
10. U.S. National Intelligence Agency
11. U.S. National Security Agency
12. El Paso Intelligence Center (EPIC)
13. Westchester County, NY District Attorney
14. Rockland County, NY Narcotics Task Force
15. DoD, Incident Response Team
16. Sarasota County, Florida, Police Department
17. Delaware State Police
18. Passaic County, NJ, District Attorney
19. Philadelphia, PA District Attorney
20. Union County, NJ, District Attorney
21. Baltimore City Police Department
22. Baltimore, MD HIDTA
23. Suffolk County, NY District Attorney
24. Nassau County, NY Police Department
25. Rochester, NY Police Department 26. Oklahoma City Police Department
27. Connecticut State Police
28. Manatee County, FLA, Sheriff's Office
29. NAVAIR
30. NAVSEA
31. Columbus, Ohio PD |
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