Technical Support Services
SeePoint Technical Support Services (TSS) is available to all customers
who need technical assistance with a SeePoint product. Two levels of
support are available: the SeePoint TSS Help Desk and SeePoint TSS
Escalation.
SeePoint TSS Help Desk
The SeePoint TSS Help Desk is the first point of contact for all customer
issues. The TSS Help Desk provides technical support services, online
through email and over the phone from 6am to 6pm (PST). Our extensive
knowledge and experience allows us to quickly diagnose any issues that may
arise, and determine the quickest route to resolution to ensure minimum
downtime for our customers. 24/7 support options are available if required
by the customer.
SeePoint TSS inquiries are categorized according to the urgency of
the issue:
Severity Level 4 (SL4)—you need information or assistance concerning
SeePoint product capabilities, product installation, or basic
product configuration.
Severity Level 3 (SL3)—your kiosk, or peripheral, is not performing
as expected. System functionality is noticeably impaired, but most
operations continue to function normally.
Severity Level 2 (SL2)—the performance of your kiosk, or peripheral,
is severely degraded, affecting significant aspects of its operations.
No workaround is available.
Severity Level 1 (SL1)—your kiosk is down, and a critical impact to
operations will occur if the unit is not restored quickly. No
workaround is available.
The SeePoint TSS Help Desk will work with the customer to correctly
categorize the issue. SL4 and SL3 issues will be handled by the standard
SeePoint TSS Help Desk team. SL2 and SL1 issues will be immediately
forwarded to the SeePoint TSS Escalation team.
SeePoint TSS Escalation
The SeePoint TSS Escalation team addresses SL1 and SL2 priority issues.
These classifications are assigned when an issue is significant enough to
negatively impact the customer’s business operations. A SeePoint engineer
will immediately open a case file and work with both the TSS Help Desk and
the customer to ensure a timely resolution to the issue.
Extended Warranties
All SeePoint products come with a one year return to depot warranty.
Warranties can be extended up to three years and include every component
we sell.
Service Programs
SeePoint provides service programs that combine warranty, on-site support
and remote management for a true end to end solution. Choose from the
following options (network connectivity required):
Tier 1
Add heartbeat monitoring to your standard or upgraded warranty to facilitate a rapid response to trouble. This service includes transmission of usage logs 1 time per month and complete TSS support.
Tier 2
Includes heartbeat monitoring, usage log reporting, and 4 hours of content management services per month.
Tier 3
Includes heartbeat, usage logs and content management from tier 2 plus adds a bumper to bumper warranty plus on-site (or hot swap) program for the life of the contract. Our expertly trained personnel can diagnose and repair almost any difficulty within minutes. Because SeePoint’s service staff is strategically located across the country, SeePoint can rapidly respond to onsite support requests according to your needs.
SeePoint prides itself on superior customer support. Every SeePoint system automatically includes a one-year return to depot, limited warranty. Please refer to our Limited Warranty statement and Customer Service Policy for more details.
Life Cycle Management
As the manufacturer, SeePoint is able to guarantee long term availability
of the components that go into our kiosk. Unlike desktop computers, all
SeePoint core computer components are on the industrial roadmap guaranteeing
consistency across kiosk deployments SeePoint tracks all peripherals,
components, and software drivers to help smooth installation and long term
support for the rollout.
