Support – FAQ General
What type of response time does Freeport provide when issues arise?
Freeport will provide unlimited Help Desk support (via audio or video) from 8:00 AM to 5:00 PM (EST) Monday through Friday, excluding Government holidays. A Freeport customer service representative will be available immediately to answer Help Desk calls during that time. If Level II or III technical support is required, a Freeport Technician will respond via audio or video within 2 hours, if not immediately. If calls are received after hours (Before 8:00 AM or after 5:00 PM (EST) Monday through Friday) it will be up the discretion of the Customer Service Manager whether the call is addressed immediately or the next business day.
Who will be servicing my system?
All Freeport Technicians are CTS certified and posses extensive system knowledge including design and engineering, production, software development, and troubleshooting and support.
Is my system software covered as part of the service agreement?
Freeport will maintain system software functionality throughout the life of the service package. This includes the embedded system operating software as well as the touch panel interface. Firmware updates will be also be provided when available from the hardware manufacturers.
What happens if a system function is no longer operational due to component failure?
Freeport will assist in the evaluation, isolation, acquisition, and replacement of all defective system components still being manufactured and/or supported by the manufacturer. Replacement components provided by Freeport may be either new or refurbished and will maintain full system functionality. In the event that Freeport does not have the replacement component in stock, one will be furnished as soon as possible (manufacturer dependent).
If the system contains a video codec under warranty with the manufacturer and Freeport determines that the codec is defective, a next day advance replacement will be provided. Freeport will coordinate directly with the manufacturer’s distributor to ensure same-day dispatch as order receipt with next day delivery. In some cases, parts can be directly drop-shipped do the customer site.
How does Freeport handle end of life components in systems that are still supported?
System components that are no longer manufactured and/or supported by the manufacturer are considered “End of Life”. Customers with an active service package will be notified if and when any components they own reach EOL status. Unfortunately Freeport can not support EOL hardware components. Although EOL components would need to be replaced by the customer in an event of a failure, Freeport would ensure that any new components are fully compatible with existing system functionality.
Does Freeport replace consumable items that might be part of the system?
Any item considered a consumable (batteries, projector lamps, etc) must be purchased at the expense of the Customer. Freeport will assist in the acquisition and replacement of said items at no additional cost if necessary.