Support

by | Jul 22, 2019

Services are provided by a support team of industry professionals embracing best practice methodologies and continuous improvement strategies.

Specialists in industrial automation, software development, wired and wireless networking work in collaboration within an escalation hierarchy, ensuring constant and timely resolution to customer issues.

 Support is available during normal business hours PST.

Standard Support (12 Months)

SUPPORT-NEO-12 

Applies to all GRIDlinks for 1 year after placed in service or up to 2 years after shipment (whichever occurs first).

What’s included:

 GRIDview Global Cloud Interface:

  • One individual account with Admin rights
  • Firmware upgrades.
  • Control Software upgrades.
  • SSL Certs upgrades to Utility VTN

 Telephone support for:

  • Startup and configuration
  • Load shed testing
  • Preparation for Utility verification
  • Troubleshooting

Hardware is warranted for 2 years as shown in the GRIDlink “Statement of Limited Warranty”

 

General Support Renewal Contract (12 Months)

SUPPORT-EXT-12

 Applies to all GRIDlinks 1 year after placed in service or up to 2 years after shipment (whichever occurs first) without previous contract.

 What’s included:

 GRIDview Global Cloud Interface:

  • Access with up to 5 individual accounts with Admin selectable (Read Only/Read-Write/Admin) for each account.
  • Firmware upgrades.
  • Control Software upgrades.
  • Open ADR future upgrades.
  • SSL Certs upgrades to Utility VTN

 Telephone support for:

  • Startup and configuration
  • VTN connection & initialization
  • Load shed testing
  • Preparation for Utility verification
  • Troubleshooting

 Special Control Programming:

  •  8 hours of engineering programming for special control logic & Modbus communications.

Returns:

  •  Damaged hardware not covered by the Manufacturer’s Warranty will be billed at cost of repair or replacement.

 Hardware is warranted for 2 years as shown in the GRIDlink “Statement of Limited Warranty”

Silver Support ( 2 Years)

Silver Support extends Standard Global Support for an additional 12 months after shipment.

Includes:

  • Extends GRIDview Cloud Monitoring: providing Alarms and Notification via email & SMS texts.
  • Performance and Analysis: in real time to pre-emptively identify problems that would affect the GRIDlink’s ability to participate in a DR Event. 
  • Historical Data Logging: that records all Events and the GRIDlink performance.
  • Technical Support Line: Telephone and email access to experienced Support professionals supported by a comprehensive lab where they can replicate a customer’s configuration and reproduce issues experienced onsite.
  • Product Upgrades: Silver Support customers are automatically provided with new releases and upgrades of GRIDlink software including Open ADR levels. These are not delivered without customer permission.
  • Next Business Day Issue Response: Support customers will have their questions or issues addressed by the end of the next business day after our receipt of notification.

Gold Support ( 3 Years)

Silver Support extends Standard Global Support for an additional 24 months after shipment.

Includes:

  • Hardware warranty is extended to 3 years.
  • Extends GRIDview Cloud Monitoring: providing Alarms and Notification via email & SMS texts.
  • Performance and Analysis: in real time to pre-emptively identify problems that would affect the GRIDlink’s ability to participate in a DR Event. 
  • Historical Data Logging: that records all Events and the GRIDlink performance.
  • Technical Support Line: Telephone and email access to experienced Support professionals supported by a comprehensive lab where they can replicate a customer’s configuration and reproduce issues experienced onsite.
  • Product Upgrades: Support customers are automatically provided with new releases and upgrades of GRIDlink software including Open ADR levels. These are not delivered without customer permission.
  • Next Business Day Issue Response: Support customers will have their questions or issues addressed by the end of the next business day after our receipt of notification.
  • Next Day Hardware Replacement: If determined that hardware needs replacement, a completely configured GRIDlink will be shipped FedEx priority overnight.