Support Services

Support Services

Product Support Services

iQunet Open Service

The iQunet website serves as a complimentary information hub, providing comprehensive details about our products and services. Within the website, you will find:

• A comprehensive FAQ section,
• An extensive Knowledge Base,
• Sample software applications,
• Manuals and datasheets,
• And a contact form to inquire for additional assistance.

Basic Support

As part of our Basic Support, you will receive essential email assistance through our dedicated hot-email service. Our service experts are familiar with your locally installed set-up and can be easily reached via email. A quick and timely response is assured, whether through email or a phone call. The first hour of support is provided free of charge as part of this service.

Extended Support

With our Extended Product Support Services, we provide assistance for intricate inquiries that require more than one hour. This encompasses a wide range of support, from configuration assistance and technical help during commissioning to a personalized and comprehensive service for each iQunet product. Billing will be conducted through the iQunet Extended Technical Support Packages.

Extensive Individual Support

The Extended Technical Support Packages provide a payment option for specific support inquiries to our Technical Support team in Belgium. These packages are offered in two sizes: 4 hours or 40 hours. The number of packages needed to address the specific support request is estimated by our technical support experts. Billing takes place before the support request is initiated. The utilized credit hours are calculated based on the actual quantity required for assistance.

Repair Services

Standard Repair

Opting for our Standard Repair Services with worldwide repair options is the ideal choice when you have specific reasons for not replacing defective components with new ones.

The advantages of the Standard Repair Service include:

• Exclusively using original parts,
• Providing additional information and findings in a report after the repair,
• Maintaining a high-quality standard,
• Utilizing a comprehensive test concept for series production.

Function Check

To ensure the proper functioning of spare parts in your stock, we offer a function check. The first step involves cleaning the spare part, followed by the incorporation of all hardware and software/firmware upgrades from various stages including development, production, suppliers, service, and quality management.

Using the comprehensive test concept of series production, all the functions of software, firmware, and complex and less complex function blocks are then checked. Should a fault be identified during this functional check, immediate troubleshooting and repair will be carried out at the specified repair price.

Advantages:

• Exclusively using original parts,
• Providing additional information and findings in a report after the repair,
• Maintaining a high-quality standard,
• Utilizing a comprehensive test concept for series production.

Upgrade Services

Standard Upgrade

Throughout their lifecycle, electronic components, such as storage devices in the iQunet Edge Servers (e.g., SD, SSD, …), are susceptible to failures over time. With the upgrade service, you consistently receive new integrated storage where applicable, along with the latest software/firmware version. Planned upgrades help forestall unplanned downtimes in the monitoring system.

Advantages:
• Cost savings compared to acquiring new components,
• Prolonged availability of your monitoring system,
• Mitigation of downtimes, and
• Access to the latest technology from the original manufacturer.