ABOUT IRTI'S COMPUTER SUPPORT AND VALUE ADDED SERVICES

After Sales Service and Support

Optional on-site repair

800 line Support

Data Security and Minimized Down-Time

Remote Control Support

How Important Is After Sales Service and Support To You?

Does your vendor promise superior Service and Support and If so;

1. Does your vendor provide direct to their factory 800 line technical support and repair services?

2. Is your vendor able to service both hardware and software failures?

3. Does your vendor participate in the selection of service parts for your computer to help ensure AT software compatibility?

4. Does your vendor have software developers and hardware engineers on staff to assist clients and in-house service technicians?

5. Does your vendor offer component level repair services supported by state of the art diagnostic and electronics rework equipment?

6. Does your vendor provide remote control PC support services via the Internet with technicians trained and experienced in a wide range of assistive software and hardware devices?

7. Does your vendor have the ability to test equipment for AT compatibility prior to offering it to you for sale?

8. Is your vendor directly authorized by manufacturers they represent to sell and support the equipment they offer?

9. Does your vendor maintain a service call tracking database to expedite support services and monitor support quality?

10.  Does your vendor maintain a product history database to determine the exact configuration of your PC available to you and to assist support technicians when you call in for service?

11. Does your vendor have trained staff dedicated to product repair services and technical support activities?

If your vendor is IRTI the answer is YES to all of the questions above.

Does your vendor promote "NEXT DAY ON-SITE SERVICE" and what does this really mean?

1. Will you be required to install parts yourself on-site?

2. Does this on-site service restore software functionality?

3. Are parts used to repair your PC compatible with the special access software you use?

4.  Is the true commitment that the repair will be done the next day after a technician determines what the problem is and the next day after the parts become available and arrive at your location?  How long does it take to get your PC repaired?

IRTI makes available the same optional on-site repair services for Desktop Computers as the name brand computer manufactures nation-wide and uses many of the same service resources.

There are known limitations to the effectiveness of on-site service and repair, especially for in home service.  In some cases this service can be a benefit if a component needs to be replaced and no other software issues arise due to the component failure.  Most major computer manufactures offer On-site services through third party service organizations that have a network of PC repair generalists around the nation.  These service organizations are capable of replacing computer components, but usually will not work on software related issues.  And most likely have no experience supporting or repairing computers enabled with special access software.  It is typically up to the end user to ensure all software is installed and operating correctly. 

Many times the replacement parts that are sent are incorrect, because the diagnostic process via phone includes guess work.  It is possible that the replacement parts sent to clients will not repair the problem and may require multiple attempts to repair a system.   In the case of intermittent failures it is not uncommon that a computer must be sent back to the factory for repairs.  If your vendor is offering a name brand computer and promoting and depending upon their warranty and third party service reps,  they may be unable to ensure that the replacement parts used in the warranty repair process are compatible with your assistive technology software.

In the case of a hard drive failure, the hardware will be replaced and maybe the Operating system will be reinstalled or a limited factory recovery install disk will be used to reload the system software as it was configured by the original manufacturer, but it may be up to you to do the rest.  In the case of the assistive technology software, and to attain maximum security and reliability a properly configured computer requires updates only available from the Internet or update server, so you  may be require to perform hours of downloading, which may be difficult of impossible if internet access is slow or not available on-site.

The truth is in many cases in house depot repair turnaround time is faster than on-site repair service including transport time.   Repairing a PC with the resources and procedures implemented in our service department and having access to readily available replacement parts is more efficient.  In house repair also allows for efficient installation of critical software updates, overnight burn-in and automated testing to help ensure the repair and recommended general maintenance is done right the first time.

IRTI turnkey computer systems include enhanced support services to help ensure the customers service experience is efficient and cost effective.

1. Although you have the option to call the third party repair services or equipment manufacturers directly, however IRTI policy is you should always call IRTI first and we will manage the service process for you.

2. We are there to minimize your on hold time, contact service providers for you and follow up with you to verify the repair was performed to your satisfaction.

3. We are also available to perform remote control support to help ensure your system is functioning its best after the hardware repair process is complete via phone support and remote control software services.

5. IRTI is able to verify and specify the components used to repair you PC, providing better compatibility with your assistive technology software.

4. If the hardware failure is intermittent and difficult to reproduce while the repair technician is on-site, IRTI offers the option to provide you a shipping call tag so we may perform the repair service at our factory in Grass Valley.  IRTI is authorized by our PC vendors to perform warranty repairs on the Desktop and Laptop PC's we offer.  

IRTI Turnkey computers systems include additional data security that speeds the repair process and can minimize your computers down-time.

Catastrophic failure protection program:  Each PC customized by IRTI includes a recovery system that restores your PC system as configured by IRTI production experts prior to shipping from our factory.  This recovery system includes the ability to restore all software resources installed in the turnkey PC production process including: the updated operating system, office software, eClipseWare^TM Educational Package, peripheral device software, your assistive technology software and custom configuration settings.  An optional recovery image is also available on DVDs.  This allows the end user or technician to recreate hours and hours of custom software installation in minutes avoiding costly service labor down the road and adding protection against virus attacks, reversing accidental software compatibility issues and speeds the repair process in the rare case of a hardware failure.  End users may also easily create their own backup images for Outlook email, document folders, application settings, entire disk backup images and incremental system backup using accessible tools included with every IRTI PC.

Remote Control Service Support:  IRTI can quickly provide online remote control support on-demand to our clients anywhere on the Internet, simply and affordably.  In less than a minute, we can access, and remote control virtually any end user's desktop or laptop PC in real-time providing on-site support.  We save you time and money by eliminating extra road trips and lengthy calls trying to troubleshoot computer problems over the phone.  No pre-installed software is required on either side of the connection.

IRTI's Remote Service Support can be as effective as if our experienced technicians were on-site performing general PC maintenance, software upgrades, new software installation, training and repairing corrupted software, loading critical updates and more.   Remote Service Support is secure and screen reader compatible providing our clients audio feedback as the remote support technician or training staff operates the PC during the repair process or training session.

Remote Control Service Support  is included with the purchase of your IRTI Turnkey computer system and is available at an hourly service rate to most of our clients using any PC.  During the PC warranty period, IRTI includes three remote support incidents per year free of charge and is available at an hourly service or training rate, if additional support is required.   Contact IRTI sales for terms and additional details.

Thank you for taking the time to learn about IRTI Turnkey computer systems and IRTI support services