Welcome To Source Support Services
Your Warranty Services Provider
Dear Valued Customer;
Source Support Services, Inc. is proud to be the warranty provider for your recently purchased computer hardware.
Please find below summary of our services that you should keep on hand and also distribute to key people within your organization that should have this information regarding the warranty services of your computer hardware.
How to Contact Source Support Services, Inc:
What to do when you
have a need for our computer hardware warranty services:
11455 Lakefield Dr.
Duluth, GA 30097
Web Site: www.sourcesupport.com
calling the Source Support Services “Help Desk Support Line,”
which is listed above, please have the serial number from the failed
computer available for our representative, we use this number to
verify the terms of coverage, as well as determine the component
parts within your computer. Your warranty purchase requires that
you allow our help desk to perform a minimum amount of troubleshooting
/ diagnostics to provide indicators of the appropriate actions required
to resolve the failure and which spare parts may be required. Often,
a field service engineer and parts will be dispatched to perform
If you have on-site support, the locally based on-site
technician will be dispatched after our help desk performs troubleshooting
and parts have been received. Source Support will be happy to quote
you a time and materials rate to have the on-site technician perform
a troubleshooting on-site visit.
The following pages detail the procedure of what to do when you
have a service need. If at any time you would like to upgrade your
existing plans, or add additional units, please feel free to contact
us by calling toll free: 1-877-899-6196 or e-mailing us at firstname.lastname@example.org
Thank you again, we look forward to
working with you.
Customer Service Representative
What To Do When You Have A Service Issue
Service Call Processing:
- Contact Source Support Services Office in Duluth,
GA, USA to open all service calls. This can be done by the following
Note: If you have
24/7 help desk coverage, and your need is urgent, you should
contact Source Support by telephone. Source Support’s
help desk is staffed from 8:00 AM until 12:00 Midnight Eastern
Time. If you call takes place ‘after hours’ the
call will be answered by an answering service and you will be
prompted to leave a message under “support.” One
of our after hours help desk technicians will telephone you
back within one hour of your call to begin diagnosis.
- For all Service warranty calls, please be prepared
to provide the site name, address and telephone number, and the
site contact name. Also provide a brief description of the problem,
the model and serial number(s) of the affected equipment, and
a brief description of the diagnosis by your personnel.
It is very important that you have the system serial number so
our help desk can immediately look up your information in our
database for quicker and more effective diagnosis of your problem.
- A service call will be logged into our service
call system, and a technical service representative will call
the site contact within one hour.
- Our technical service representative will provide
additional diagnosis, and will coordinate the dispatch of parts
and on-site service technicians as needed. Our service goal is
to diagnose and dispatch on the day each service call is received
and complete service on the next business day. Service calls opened
after 3:00 P.M. (site’s local time) each day will be processed
on a best effort basis, customer site demographics may impact
same-day parts and on-site services procurement.
- our warranty purchase requires that you allow
our help desk to perform a minimum amount of troubleshooting /
diagnostics to provide indicators of the appropriate actions required
to resolve the failure and to identify which spare parts may be
required. If you would like to have an on-site technician make
a “troubleshooting/diagnostic” visit, we would be
happy to quote you for this.
- Your designated contact will be informed regularly
of the progress of open service calls. Updates can also be obtained
via our on-line service call program accessed from www.sourcesupport.com.
Telephone calls will be used for priority issues; printed reports
can be faxed and emailed as requested.
- Source Support Services Help Desk is open Monday
to Friday, 8:00 A.M. to 12:00 A.M. Eastern Time. Technical service
representatives are on-call for after-hours service responses.
The principal period of coverage for many sites is Monday through
Friday, 8:00 A.M. to 5:00 P.M. Site Time. Extended hours and holiday
coverage can be quoted on request.
Coverage and Limitations
The Source Support Services Warranty Service Plan
purchased by you determines the services provided and the period
of warranty coverage.
Service Plan provides for the replacement of Server/Workstation
components that fail due to manufacturing defects in materials and
workmanship. Excluded from warranty coverage are acts of nature,
such as electrical storms, floods, fire, etc., acts of war and terrorism,
criminal acts, and customer damage and negligence.
Upon receipt of a service request from you, Source Support Service’s
help desk will contact you promptly to begin diagnosis and arrange
a time for the delivery of service. After diagnosis has been performed,
the help desk will then coordinate the dispatch of service parts
and field engineers to your site within the terms of your Warranty
Under the terms of the
service plan, you are responsible for providing our field service
engineers with access to your Server/Workstation in a safe environment.
If spare parts have been shipped to you, shipping
labels will have been included for the return of unused and defective
parts after service is complete. You agree to properly package parts
for return and deliver the package(s) to the selected courier for
return to the appropriate address on the return shipping label.
Please contact Source Support Services at 1-877-899-6196 immediately
for assistance with parts return issues
are responsible for the replacement price of parts that are not
returned. and for those damaged in transit due to improper packaging.
If parts return shipments are not received within 10 business days
of the completion of the repair to your Server/Workstation, you
will be invoiced for the parts replacement price and an administration
fee of 10% of the parts replacement price and no less than $25.
The parts delivered to your site at the initiation of service become
your property after the returned parts are received, unencumbered
by any lien, at Source Support Services.
If you have any questions about your Source Support
Services Warranty Service Plan, please contact Source Support Services