ImageStream Internet Solutions, Inc.

Factory Service and Warranty

ImageStream's Factory Service Center is committed to total customer satisfaction. The Factory Service Center provides your organization with the a wealth of resources including staff expertise, easy access to router software upgrades, and a convenient range of advance replacement options for hardware service. Remote technical support is available to assist during hardware installation, and ImageStream can deploy experienced engineers around the world to provide various on-site services.

ImageStream's Factory Service Center provides factory repair services, remote technical support, and on-site service to augment your organization's ability to effectively maintain and operate your ImageStream equipment.

ImageStream's Factory Service Center features:

Router operating system and software updates on demand anytime
24x7 access to the latest software and documentation on-line at ImageStream's support site
24x7 access to highly skilled network engineers
Advance parts replacement in as little as four hours
On-site dispatch of engineers in as little as four hours

Factory Service Center Services

Unlike companies that require expensive support contracts and maintenance agreements, ImageStream includes software upgrades, remote support, and on-site maintenance services when you purchase your ImageStream router. All ImageStream router products, WAN cards and router options have a standard 12-month warranty*. ImageStream provides software upgrades and remote support for setup and configuration issues free of charge, 24 hours a day, 7 days a week. ImageStream's staff can provide in-depth, advanced support for dynamic routing setups, network design and consulting, and telephone company integration and trouble diagnosis on an as-needed hourly basis.

ImageStream never requires a service contract or charges a high per-incident minimum.

By providing ongoing, no-charge software upgrades and remote support, ImageStream ensures the continued capabilities, security, and performance of your router product. The support tools and knowledge provide your staff with the ability to avoid problems, maximize utility, and expedite problem resolution. When they're stumped, our technical support team provides 24-hour-a-day global support, with an aggressive escalation policy to ensure that your problem gets the appropriate attention from those best suited to solve it. And in those rare cases when a part needs to be replaced, ImageStream can deliver parts to you within four hours, accompanied by a service technician if you request it.

ImageStream Factory Service Components:

On-site Services
On-site services include remedial parts replacement, installation of mandatory engineering, software and factory changes, and labor for installation. See our On-Site Service page for more details.

Advance Replacement of Hardware Parts
In the event of warranty hardware failure, ImageStream provides a hardware replacement unit delivered within as little as 4 hours of receiving the request (please see Advance Replacement and On-site Services Options for details on available response times).

Factory Service Center
The ImageStream Factory Service Center is available 24 hours a day, 7 days a week and can be contacted via the telephone or electronic mail. It is staffed by network and hardware engineers who have experience with the ImageStream product line and all aspects of data communications networking technology.

Factory Service Center Benefits

24 x 7 access to ImageStream's Factory Service Center for telephone support with critical problem escalation (for advanced paid support issues, or non-critical issues, call during business hours)
Telephone callback within one hour by the Factory Service Center for all hardware problems, from 9:00 a.m. to 5:00 p.m. local time, Monday through Friday, excluding ImageStream-observed holidays. Four hour response time by the Factory Service Center during non-business hours and on ImageStream-observed holidays.
Advance replacement of hardware (two delivery options are available-see below for details)
Factory warranty and non-warranty repair of hardware

Advanced Hardware Replacement Options

Standard - Next Business Day

Provides all of the benefits of the Factory Service Center as shown above
Delivery of replacement hardware by the next business day, provided the request is received before 3:00 PM EST.

Expedited - Same Business Day

Provides all of the benefits of the Factory Service Center as shown above
Delivery of replacement parts via air freight, 24 hours a day, 7 days a week with a 4-hour response time (based on available travel/delivery arrangements)

Expedited - Same Business Day with ImageStream Engineer

Provides all of the benefits of the Factory Service Center as shown above
Delivery of on-site engineer with replacement parts, 24 hours a day, 7 days a week with a 4-hour response time (based on available travel/delivery arrangements)

Expedited Service Details
On-site services include remedial parts replacement, installation of mandatory engineering, software and factory changes, and labor for installation. See our On-Site Service page for more details. Warranty Service

* For ImageStream's complete warranty document, please refer to the Legal Notices page for more information.

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