Automotive Test Equipment Service Contracts (Basic, Plus, Premium)
Prime ONE Contracting offers 3 levels of service:
Prime BASIC:
General support is FREE to all our customers. It includes alternating POC Hotline Support (technicians with good knowledge of our specialized equipment). You can ask basic, operational questions and receive answers within 24-36 hours.
Enhanced support with faster response can be purchased with Service Level Agreements in the following categories.
Prime PLUS:
Direct contact with our engineers with highest priority for service. Complete access to the Knowledge Base library is available. The customer is given 2 seats to the POC web portal with tracking capability to the cases being acted on. Remote sessions (via TeamViewer) are available for troubleshooting and diagnosis. Up to 58 hours of support are available.
Prime PREMIUM:
All the perks of PRIME PLUS are provided and more. Regarding case management, a monthly report and phone interview is provided to the customer. Additional discounts for services are and contract rates are available. Up to 168 hours of support are available.
POC HELP DESK
The POC help desk is available during normal U.S. Eastern Standard Time working hours (8:00am to 5:00pm) and is staffed by technicians with specialized knowledge of our technology. Once you contact our help desk, a case will be created, and you’ll be informed of your case’s status within 24 hours. Solution time varies depending on the complexity of your issue. Cases are prioritized based on the order of requests, but may be expedited based on safety, standstill issues or warranties.
Our general help desk is free of charge for customers using our products. If specific services (e.g. on-site service, training, engineering application support, etc.) are necessary, these will be quoted accordingly as a fee-based service by one of our service representatives.
You can contact our helpdesk through the following methods.
Email: Help Desk
Phone: 616-327-2534
