Mobility Technical Service

Compsee Solutions Group delivers business-critical support with a difference. We start with your needs. We collaborate closely with you. And we tailor the solution that works best for your application and business.

Compsee Solutions Group is able to deliver a comprehensive Business-Critical Support portfolio that addresses a range of requirements:

Our offerings bring you:

• True business value by helping you reduce the impact of downtime, improve operational efficiency, and enable new mission-critical capabilities

• Industry-leading technology expertise to help you address all of your major downtime risks

• Time-to-resolution commitments that help you recover quickly and completely

• Totally coordinated coverage through a single plan encompassing your needs infrastructure-wide

 Compsee Solutions Group is able to offer their customers the following levels of business-critical mobility support.

 Gold Mobility Support

Triage

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Customer Escalation Process

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Escalation from Triage to Hardware or Software Vendor support follows the procedures listed below:

Mobility Technical Service Representative assesses Hardware or Software Application issues using �Triage Guidelines�

Mobility Technical Service Representative validates either Software Application issues or a Hardware issue

If the Mobility Technical Service Representative cannot remediate Hardware or Software Application issue within a 5 to 10 minute time- frame, escalation to Hardware or Software Vendor support takes place

Escalation to Hardware or Software Vendor support is executed through

Sending email with issue information

Placing a call to Hardware and Software Application Support

Terminal Replacement - Hot Spare Swapping

If under Triage support, the Mobility Technical Service Representative determines that there is a hardware failure, the Mobility Technical Service Representative will prepare a terminal to be shipped to the end user as a replacement.

The Hot Spare Terminals will be purchased in advance by the end-user and stored at Compsee�s Mobility Services Facility.  Compsee will authorize the end-user to purchase up to 5% of the end-user�s terminal population as Hot Spare Units.

The replacement unit will be pre-loaded and tested prior to shipping.  The intent is to deliver a ready-to-go terminal to the user.  As part of the Hot Spare Program, the Mobility Technical Service Representative will

Assist the end user in submitting an RMA

Ship for overnight delivery a �Hot Spare�.  The unit will be shipped on the customer's Freight Account Number(UPS/FedEx)

With the terminal will be a return label for the user to ship the broken device on the RMA back to Compsee for repair

The repaired device will be shipped from the manufacturer to Compsee to re-stock the �Hot Spare� supply

• Click here for additional Hot Swap Product Replacement details