Customer Support

The majority of our customers choose to take advantage of our Managed Service, and others purchase the equipment and have a Support Contract. In these cases Packet Media manages all equipment issues, and warranty considerations don't arise. A few customers however, simply purchase the equipment with no support arranged at all. For these few customers where no Support or Managed Service contract is in force, the following "return to base" equipment warranty is provided:

• This warranty lasts for the first 2 years from the installation date
• Where the customer perceives a problem and he has no Support or Managed Service contract,
  he may at his discretion obtain Telephone Support as described here
• To obtain services under this Warranty, the customer returns the equipment to Packet Media at his own expense
• Packet Media will arrange repair of the equipment by the manufacturer
• The manufacturer will repair the equipment under warranty
  (i.e. parts replaced without charge, labour charged at normal repair rates).
  No guarantees can be given about the timescale for repair.
• Packet Media will return the repaired equipment to the installation site without charge
• In some situations, as a gesture of goodwill, Packet Media may at its own discretion
  provide a temporary replacement for the faulty equipment, and may withdraw the replacement at any time
• If the customer requires assistance in de-installing or re-installing the equipment,
  Packet Media's normal installation charges will apply in each case