At IRON Global, our main mission is to bring total client satisfaction while delivering quality products on-time every time. ‘Commit to Client' is a recurring theme that highlights the core of our values and mission. In order to successfully accomplish this mission, clients and their customers receive service and support that follows a product from its creation to well after it has been delivered.
Read MoreIron’s Technical Support Services provide customers with access to an experienced staff of customer service professionals and technical support specialists. Iron’s trained and certified technicians are available during standard business hours or 24×7×365 (depending on your program) to provide installation, troubleshooting, repair and basic configuration support for Internet security, storage, network or telecommunications applications and systems. These services are available by phone, email or through Iron’s self-service web portal.
Remote System Diagnosis
Repairs: Last-Mile or Remote to Depot
Help Desk: Customer Service/Technical Support
Web Based Case Management
Basic Warranty Service
Customers concerned about buying hardware from a software company (rather than loading it onto their own servers) can be easily reassured with IRON Global’ unheard-of two year standard warranty on all systems we integrate.
Read MoreIron guarantees that every system we manufacture functions properly - 100% free from workmanship defect under our Basic Warranty Support terms for two (2) years after receipt of product. Extended (optional) three and five year warranties are also available to Iron customers who wish to lengthen warranty periods.
Components shipped separately and not integrated into systems are under Iron warranty for 30 days. However, many of these components carry longer warranties issued by the original manufacturer, which we freely pass along to our customers.
Basic Warranty Support also provides direct access to Iron’s technical (troubleshooting) staff either by e-mail, telephone or online. Technical support by telephone is available between 8:00 AM and 6:00 PM PST on weekdays (excluding holidays). Our on-staff experts are always ready to answer questions and resolve problems. If after troubleshooting any damaged or inoperable equipment must be returned to Iron, we quickly repair or replace the equipment and expedite its return to service. For equipment deemed out-of-warranty, repair and return service is handled on a time and materials (T&M) basis.
Web Support Portal and Case Management
IRON Global realizes that your time is a valuable resource. To help you utilize every minute of your day we offer a web based interface that serves as a streamlined process and tool for effective communication. IRON Global' web based interface allows for the access to Downloadable Data on up-to-the minute Custom Reporting for your Business Processes and/or all Data pertaining to the program.
- On-Line RMA Requests
- Serial Number and Asset Information (Contact, License, MAC etc)
- Service Plan and SLA Information
- Case Status and History
- Invoice details
- Shipment Status & Tracking Number
Advance Parts or/and Server Replacements Service
IRON Global can keep an inventory of all parts on-hand, allowing us to cross-ship them to the customer’s site when a return merchandise authorization (RMA) is received. If you prefer, we can also keep an inventory of finished appliances in-stock, allowing us to ship a full replacement at the same time the customer is returning the current unit. Replacement units ordered by 100 PM PST will be shipped the same day.
Depot Repair Services
Customers can fully outsource their hardware system repair and maintenance to IRON Global. We offer, out-of warranty repairs, product refurbishment to convert it “like new” condition (system and packaging) and make it ready for re-ship, product upgrade services, repairing of damaged systems.
Read MoreIRON Global will track all repair orders throughout the entire process. All the depot repair units are segregated into individual pools based on their types such as RMA, returns for stock, refurbishment, upgrade etc and reported back to customer with pool status and failure-analysis report. Sales and technical support work as a team to resolve problems efficiently, and keep end users up-to-date with information.
Anytime Last-Mile Domestic and Global Hardware Service
In addition to the standard warranty, IRON Global offers an last-mile warranty that is good for repairs at the customer location. Options include one, two, or three years, plus four-hour or next-day service. One of the keys to outstanding customer service is a fully functional, easy-to-use return merchandise program. IRON Global has the mechanisms in place to help you look world class in the eyes of your customers.
| Plans and Coverage | Ironsystems Standard | Ironsystems Advance | Ironsystems Silver | Ironsystems Gold | Ironsystems Platinum | Ironsystems Enterprise |
|---|---|---|---|---|---|---|
| Help Desk Support | ||||||
| Self Help via Online Knowledgebase | ||||||
| Resolution via Email (Web-Form) | ||||||
| Resolution via Email (Web-Form) + Phone | ||||||
| Coverage Hours | 9am-5pm | 9am-5pm | 9am-5pm | 24 x 7 | 24 x 7 | 24 x 7 |
| Coverage Days | M-F | M-F | M-F | 365 Days | 365 Days | 365 Days |
| Support Resolution Coverage | ||||||
| L1 Hardware Deploy - Quick Start Guide Assistance | ||||||
| L2 OS Installation & HW Troubleshooting | ||||||
| L3 Advance Configuration - OS / Apss / Network etc | ||||||
| L4 Data Center Config & Root Cause Analysis | ||||||
| Performance Review Meeting | ||||||
| Follow the Sun worldwide coverage | ||||||
| Hardware Service: Depot Repairs | ||||||
| Depot Repairs via RMA | ||||||
| Hardware Service: Onsite Repairs | ||||||
| Last-Mile Technician Visit | ||||||
| Last-Mile Response Time | Next Day* | Same | 4 Hours* | last-mile Staff | ||
| Last-Mile Coverage Hours | 9am-5pm | 9am-5pm | 9am-5pm | last-mile Staff | ||
| Hardware Service: Parts Replacement | ||||||
| Advance Parts Replacement | ||||||
| Terms: Coverage Period | ||||||
| Ironsystems Standard Warranty - Included (Years) | 2 | - | - | - | - | - |
| Ironsystems Warranty Extension - Option (Years) | 1 (Total 3) | - | - | - | - | - |
| Ironsystems Premium Coverage - Option (Years) | - | 1, 2 or 3 | 1, 2 or 3 | 1, 2 or 3 | 1, 2 or 3 | 1, 2 or 3 |
Returns Management
Iron offers our customers reverse logistics services. For products we build or are built by others. What reverse logistics refers to is the taking back, repairing, refurbishment, upgrading, or disposing of a product and/or part.
Read MoreWe have a Customer Service and Support team that is responsible for overseeing our reverse logistics services. Their responsibilities include: managing warranty and repair services as defined by our Quality Assurance and ISO 9000:2008, along with managing service requests by streaming them through our Depot Center or Nationwide Last-Mile Service support.
Through these reverse logistics services your customers will one, be assured that their problems will always be dealt with promptly, two, will always receive the quality product they were promised and three, will be empowered with the flexibility, predictability and reliability in products they deserve to have. In reference to the disposal of product/material take a look at our Environmental Policy.
Our Reverse Logistics Services relieve you of the headaches that come with post-manufacturing services and provide you with more satisfied customers at a cost-efficient price. This will allow your organization to increase profit margins while achieving pro-longed success.
Help Desk Support
Problems with finished units are rare. But when they occur you need to get answers quickly. IRON Global provides both direct support for your customers and consultation with your technicians to resolve all types of problems efficiently, and to the customer’s satisfaction.
Read MoreIron’s Technical Support Services provide customers with access to an experienced staff of customer service professionals and technical support specialists. Iron’s trained and certified technicians are available during standard business hours or 24×7×365 (depending on your program) to provide installation, troubleshooting, repair and basic configuration support for Internet security, storage, network or telecommunications applications and systems. These services are available by phone, email or through Iron’s self-service web portal.
In addition to offering diagnostic and repair services on products covered by our Iron Support and Maintenance programs, Iron offers the ability for OEM’s, ISV’s and partner companies to leverage its existing support infrastructure and provide Level 1 through Level 4 technical support and diagnostic services. Iron can handle service requests and work to diagnose, repair and resolve technical problems that can arise during installation and configuration of the equipment and your application. Iron can customize support service plans as needed for customers. We also provide:
- Troubleshooting questions: One of the advantages of the appliance model to customers is one number to call for hardware or software problems. On your end, though, the question of which it is still remains. If you are providing all level one support, IRON Global can provide a knowledge base of troubleshooting questions to help your support team determine if the problem is software or hardware related.
- Lifetime toll-free technical support: Although end user warranties expire after limited number of years, IRON Global will continue to support the hardware for as long as the customer is using the product.
- Operating System support: Should a problem arise with appliance installation, imaging, device drivers incompatibility with any operating systems, IRON Global has the expertise to help the customer resolve any concerns or conflicts.
