Topex Help Desk Support: +40 317302222
Topex offers customers 24/7 support call center services (+40 317302222) to help customers, to ensure the support required to maintain their networks at excellent performance.
Support call center agents will receive first tier questions and concerns about Topex products and/or services. They will contact or transfer the information to the appropriate technical for your business to ensure you get your questions answered.
TECHNICAL ASSISTANCE
After the warranty period the problems are resolved via remote access and if is required by on-site intervention. The actions are made on demand (pre-paid packages) or service contract basis.
The technical assistance consists of the followings (same as warranty):
1 - Remote technical support
2 - Hardware Repair and Return; Replacement
3 - Software Updates
The Support Program (same as warranty)
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Register of the complaint by contacting the service department: phone number +40729 78 76 78 (+40729 SUPORT), mail: service@topex.ro; having the schedule Monday-Friday between 10.00-18.00 (GMT+2).
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During the registration the client will specify the name of the company, the type of the defective equipment, the series, the date of purchase and optionally the data from the invoice with which it has been acquired.
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The Response-time: - immediate answer to the demands received by phone or by Instant Messenger and in maximum 4 business hours to the demands received l for critical issue.
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The Restoration-time: - within 3 to 7 business days depends on the issue classification (critical, major and minor).
On demand Intervention (pre-paid packages)
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Registering of the complaint by contacting the service department: phone number +40729 78 76 78 (+40729 SUPORT), mail: service@topex.ro having the schedule Monday-Friday between 10.00-18.00 (GMT+2).
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During the registration the client will specify the name of the company, the type of the defective equipment, the series, the date of purchase and optionally the data from the invoice with which it has been acquired.
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Identifying the defect and establishing the hardware or software components which have caused it.
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For the repair of defective components and equipments, their shipping being borne by the client (from and to Topex).
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Invoice of the intervention will be made on the basis of an inventory of works and materials.
On-site Intervention
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All types of service packages (service contract or pre-paid packages) could include the assistance of one or more persons to the place where the equipment is installed if both parts agree that this can lead to a quicker solution to the problem.
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The travel costs with on site intervention will be included in the repair invoice.
