Support is often a critical factor for the life of your project. To provide you with quality service, we have established an effective structure that guarantees:
Standard warranty period
There is no specific maintenance contract. If a failure occurs within this period, Enlil IT takes your call and give you a RMA return number. Upon receipt of the defective product at our facilities, the technical team determines the nature of the defect, troubleshoots, or if necessary sends the product to the manufacturer for repair without guarantee of delay.
Replacement equipment must be the same product or one with higher specifications if the original product is unavailable. It cannot be of a different brand than the one currently in production, except if the manufacturer goes out of business.
- After 24 hours without a solution to a critical problem affecting the Customer’s production, the Technical Director steps in to oversee the operation. The account manager is kept informed by email of the situation until the ticket is resolved. After 72h, the President is kept informed by email of the situation until the resolution of the ticket;
- in other cases, the Technical Director gets involved after 48h. The account manager is informed of the situation after 1 week without a solution.
Relationship with manufacturers
Enlil IT is also re-insured with the manufacturer and enjoys privileged TAC access.