Ordering On-site Technical Support

Two types of support:

1)  Every day of the week for 3 hours per day based on a contract - To be Arranged

2) One time needs as stated below 

Please contact your local Sales representative or contact support@pcsdesign.ca to order on-site technical support. Please provide the following information when you contact us:

• Your name
• Your company
• Your address and phone number
• Your system configuration
• A concise description of the problem
• The version number of all software packages, including compilers and operating systems

Please use the following part numbers when ordering on-site support. Expenses will vary depending on where you are located.

You will be contacted to arrange a quote and to finalize arrangements.

Requirements for PCSdesign On-Site Support

• The following describes the lab and equipment to be provided to PCSdesign during on-site support. Failure to provide an adequate room or equipment may increase the time required to find the problem.

                Tables capable of supporting Customer’s Development System(s) and other equipment 
                      Whiteboard (min. 3ft. x 6ft.) 
                      Good access to Electrical Sockets and TCP/IP Network Ports 
                      17” Monitor along with standard keyboard and mouse for use with each development system 
                      Signal Generator capable of producing clean signals up to 20MHz or greater
                      Digital Oscilloscope capable of capturing and storing signals with a cycle of less then 1ns
                      Frequency Analyzer
                      Other equipment specific to Customer’s application

• When on-site, the PCSdesign technical support engineer will need access to the customer’s development system(s) and may need access to the local Network Administrator to help configure the development system(s).
  
  
• PCSdesign requires a Purchase Order covering 2 Days of On-Site fee plus travel expenses for up to $5000CDN prior to departure.
  
  
• PCSdesign provides on-site support based on 9AM to 5PM workday. Any additional hours worked on a given day will be billed as part of the following on-site support day. Under no circumstances will a technical support engineer work more than 12 hours on any given day. On-site support visits shall not exceed 5 days.
  
  
• PCSdesign will invoice customers for a minimum of 2 Days of on-site support regardless of the actual duration. For service durations greater than 2 days, PCSdesign will invoice customers for each day, or part thereof, up to a maximum of 5 days.
  
  
• Follow-up on-site support will be billed to the customer at the standard rates for the service itself, travel and other expenses, regardless of the cause of the problem.
  
  
• PCSdesign personnel will use the English language when on-site.