IP Technology Distribution
972.831.1600

Support Options

Support Options

ABP Technology provides technical support services to ensure our customers can install and maintain the products we sell. ABP has put together a team of engineers with expertise in networking, Internet protocols, VoIP standards, IP surveillance and product-specific configuration to help customers succeed in setting up, configuring, troubleshooting and maintaining all the products in ABP's portfolio within diverse scenarios.

Below are the support options offered by ABPTech


Technical Support Package (TSP-Installation)

This service is offered to ABP customers as post-sales support service for installation and initial setup of a specific product that is purchased along with the TSP.

Since the support effort is different for each product, we have one TSP type per type of product that specifies cost and limits on number of hours and expiration from day of purchase.

This is the preferred support option for installation and initial setup of a product. A number of hours are bundled for a more cost effective package.

Terms: One-time payment. TSP has to be ordered along with the product. After TSP expires it is highly recommended to subscribe to ASA support for on-going support on a working system. Non-refundable.


ABP Support Agreement (ASA Support Subscription)

ASA is a low-cost on-going support agreement that puts ABP technical team at our partners' disposition when a problem arises on the equipment avoiding per-incident, per-hour support fees.

Subscription services allow contacting ABP Technical Support for all equipment purchased from ABP during the subscription period and limited to up to three hours in any given month. This offers peace of mind to customers who have equipment but do not have the expertise needed to maintain, and troubleshoot the purchased product.

Terms: Automated quarterly draft of Credit/Debit or Checking account. Minimum two quarters. Thirty days notice is required to cancel as the charges are recurring. Non-refundable. Service starts after first payment is received.


Technical Support Package (TSP-hourly)

Technical support for troubleshooting, installing or configuring any product in ABP's portfolio purchased from ABP or through third-party resellers. This service is offered to ABP customers who do not have a support subscription or did not purchase the TSP along with the product and require full attention from a qualified technician. This professional support is also available to non-ABP customers. This support is rendered at an hourly rate.

Terms: One-time payment. TSP-hourly fees have to be prepaid and if number of hours exceed what the customer contracted, they will be invoiced for the remaining time. The minimum billable period is one hour. After TSP-hourly package expires the customer becomes eligible for ASA subscription for on-going support on a working system. Non-refundable.


Free Support

Free Email support for 1 year for products purchased from ABP is available to all customers and is offered as best effort.

E-mail support is available thru ABP ticketing system. All trouble tickets have a response time of 1 to 3 business days and customers are responsible for reading the documentation pertinent to the product or case. All customers who purchased the product from ABP and who do not subscribe to other types of support fall into this category.

Free email support includes: All correspondence will be via email once a case is created. Response time to cases is within 24 business hours.

Free support DOES NOT INCLUDE PHONE SUPPORT, PRIORITY RESPONSE or PRIORITY SUPPORT LINE

 

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