Maintenance and Support Services

Top performance of your system investment year after year is a key charter of Indyme’s Solutions Support Group. The services involved in this effort are available separately or as part of a comprehensive service plan tailored to meet your company’s unique needs.

Technical Support Help Desk

Support Technicians, who are extensively trained and experienced with Indyme systems, typically provide assistance over the phone for common programming and technical issues. When necessary, the system needing attention is remotely accessed for problem analysis and diagnostics.

Depending on the customer’s service strategy, technical support services can be provided to:

• Level 1: Store Personnel
• Level 2: Corporate Help Desk Personnel
• Level 3: Field Service Personnel

Field Service & Maintenance:

While most system issues are typically resolved remotely by Technical Support or even by store personnel (such as identifying a defective call box that needs to be returned for repair), some situations are best resolved by dispatching an Indyme-certified field service technician to the site. Indyme maintains a nationwide network of technicians typically able to respond to repair requests within 24 hour for emergencies and 48 to 72 hours for non-emergency (system not entirely down) situations.

In addition to repair visits, periodic corrective / preventative maintenance visits can be scheduled on a quarterly, bi-annual, or annual basis. These visits include physical inspections of all system components to ensure all items are properly mounted, functional, undamaged, and clean. It is your best insurance for keeping all aspects of the system in top condition.

Support Training Services

Indyme’s Support team is available to provide solution-specific training including system operational theory, installation, and on-site / remote system troubleshooting. Training content and materials are developed to meet the specific needs and objectives of the audience, which typically involves one or more of the following groups:

• Corporate help desk personnel
• Corporate IT personnel (for systems administration)
• Installation and field service technicians

Training may be conducted at Indyme’s corporate office in San Diego or at a customer-designated location such as a support center or store site. The location must support the connection of equipment emulating a store system configuration. Contact us for assistance with defining a training session for your team!

Repair Depot Services

Indyme’s factory Repair Depot performs warranty and post-warranty repair and renewal services on
Indyme-manufactured products. The depot also coordinates the repair of many other products sold by Indyme. Each returned product is repaired, updated with any required product changes, cleaned, and tested. Important repair depot processes include:

• All returned product must be identified with an RMA number issued by Indyme
• Flat rate repair rates may not be valid for product damaged beyond reasonable wear and tear
• Defective products may be repaired or replaced with a new functionally equivalent product at the depot’s discretion
• Repairs are warranted for 90 days.

Extended Service Agreements

Extended Service Agreements (ESA) define the blend of Indyme support services to be provided to the customer. The ESA ensures a thorough understanding of when and how Indyme is to provide which services. These ESA services are typically provided on a fixed pricing schedule that helps budget maintenance costs and saves the cost of processing purchase orders and invoices for each individual support action.