Organizations are increasingly asked to implement and maintain videoconferencing systems. With the growing need to successfully implement these systems into the IP infrastructure, specialized support services are in demand. You cannot expect your IT department to be well versed with videoconferencing.
As a pioneer of videoconferencing networking solutions, we here at Brinckmann & Associates want to help you keep your videoconferencing systems working, up-to-date and trouble-free. Our experienced technical support team is here to provide assistance for problems with specific symptoms encountered while using the products that we sell.
In addition to the Vendor's Maintenance support and services, we provide a set of maintenance support packages that should fit your need.
Technical Support Options
Installation Support
- Included with the purchase of your videoconferencing equipment
- IP test numbers to call to verify your equipment is working properly
- ISDN test numbers up to 384 kb to call to verify your equipment is working properly (You must schedule for a test call)
- Checklist to go through which will help you out before you get started
- Scheduled phone support to help you get your videoconferencing equipment installed and functioning up to 10 business days after you have received your equipment.
- Q&A section
- Priority Tech Support via email
- Does not include
- Support on firewalls/NAT's
- Support on ISDN or PRI lines
- Support on 3rd party network systems
Maintenance Support
$100 per year
- IP test numbers to call to verify your equipment is working properly
- ISDN test numbers up to 384 kb to call to verify your equipment is working properly (You must schedule for a test call)
- Priority Tech Support via email
- Access to our Frequently Asked Questions (FAQ's)
- Access to our Technology Support Section
- Email notices of timely product and service information, including technical bulletins, software patches, updates and drivers.
Incident Resolution Support
$100 per incident or $400 for 5-pack
- Telephone Support on an incident basis
- Defined as a single support issue and the reasonable effort needed to resolve it.
- A single support issue is a problem that cannot be broken down into subordinate issues; otherwise each subordinate issue will be addressed as separate support issues.
- If the product is covered by a vendor's maintenance agreement, Brinckmann & Associates will not charge the customer for that incident.
Advisory Support
$150 per hour with ½ hour minimum
- Defined as short-term advice and guidance for problems not covered by the Incident Resolution Support, as well as requests for consultative assistance for design and deployment issues.
On-Site Support
$150 per hour plus travel expenses; 4 hour minimum
- Defined as advice and guidance for problems along with an assessment of the issue and a plan of resolution.
