A high level of service is the basis for long-term cooperation. That is why we constantly invest in the quality of our services, providing each of the company's partners with a variety of tools for self-solving tasks.
Note:
CSI - Customer Satisfaction Index
LCR - Lost Call Rate
Modern ACS is the basis for the stable operation of the facility. That is why in non-standard situations, a quick reaction becomes especially valuable.
We are ready to provide a service that guarantees a quick response of technical specialists regardless of the season, time of day or peak periods.
In addition, other important options are now available to customers, including: system update support, independent diagnosis of problems by Sigur specialists, advanced warranty period for equipment and training courses for users.
Depending on the size of your business and the level of involvement you need from us, you can select one of our extended tech support plans.
The Enterprise plan provides users with some extra services, such as a current infrastructure audit at your site, developing a prototype for you and even tailoring our products to your specific needs.
You choose the options you need in your plan (the price is agreed on a case-by-case basis).
|
Options |
Standard |
Standard+ |
Pro |
Enterprise |
|---|---|---|---|---|
|
Tech support on weekdays |
09 – 18:00 (Moscow Standard Time) |
09 – 18:00 (Moscow Standard Time) |
09 – 18:00 (Moscow Standard Time) |
24/7 |
|
Tech support on weekends and public holidays |
— |
— |
09 – 18:00 (Moscow Standard Time) |
24/7 |
|
Dedicated line |
— |
Yes |
Yes |
Yes |
| Response priority* |
Best effort |
3 |
2 |
1 |
|
Agreed response time to request |
— |
— |
— |
Yes |
|
Documentation for configuring equipment and software |
Yes |
Yes |
Yes |
Yes |
|
Video instructions for setup of equipment and software |
Yes | Yes | Yes | Yes |
| Assistance in updating the system and controller firmware |
— |
Yes | Yes | Yes |
| Dedicated technical point of contact | — | — |
— |
Yes |
| User training | — | — |
3 persons, 4-6 hours |
As agreed |
| Free demo kit | — | — |
For the first purchase |
Yes |
| Warranty |
5 years |
5 years |
6 years |
Permanent guarantee when extended |
| Free | Upon request | Upon request | Upon request |
For a priority line, call response time is no more than 300 seconds, a written request is no more than 2 hours.
The guaranteed time is provided for critical incidents, such as Sigur not being able to properly integrate with third-party systems. For a complete list of issues and troubleshooting times see our terms of service for your subscription plan.
You will have an option to have a dedicated technical point of contact for faster response and troubleshooting times. However, if your dedicated point of contact is not available at the moment, another qualified specialist available will provide support.
The response time for the first customer inquiry via email.
Training courses are organized as webinars with follow-up individual consultations. The contents of the webinars can be adapted to your needs. The number of participants are agreed on a case-by-case basis.
The demo kit includes Sigur E510 controller and MR100 card reader. The products in the demo kit can be replaced upon request. Terms apply. For the Enterprise plan, a demonstration stand can be provided (optional).
