Epygi’s product mix is best suited for small businesses that are looking for alternate, cost effective solutions to their networking or PBX needs. These businesses are also looking to take advantage of features that can only be offered by an IP enabled solution. Epygi’s sales and support model is based on working with Channel Partners that understand the networking needs of these businesses. The Channel Partners work directly with the End-User Customers to provide sales, installation and support.
How to Purchase Yearly Support and Professional Services:
If you wish to purchase any of the support packages or professional services listed below, please log into the Channel Portal and click the Purchase Support link to complete the order. You may also contact the Epygi sales team at sales@epygi.com or +1.972.692.1166.
Technical Resources:
Within our Support Portal, all registered users will have access to Technical Documentation, Knowledge Base, Troubleshooting and the Epygi Forum. Epygi aims to provide as much information as possible via our Support Portal. The resources also include Sales and Technical training materials.
Support Responsibilities:
Epygi makes its documentation and software available to all customers. Many technical questions can also be answered through the online forum and Knowledge Database. End-User Customers should obtain direct technical support from the Reseller that installed the system or another authorized Reseller should the first be unavailable.
Epygi’s technical support is provided to its Channel Partners through various methods.
All Channel Partners and End Users with a valid Quadro serial number will have access to Epygi’s Technical Support Portal, which includes:
- Firmware downloads and release notes for all products.
- Product Manuals: Installation, Administrator’s Guide and End User Guide.
- Online Forum for knowledge exchange.
- Knowledge base.
- Various User Guides and white papers to describe specific applications and features.
Epygi’s Channel Partners can also receive direct technical support via the Technical Support Portal through incident based problem reporting.
The following Paid Support options are available:
Single Incident Support - Reseller
- A single incident request can be submitted through the online Technical Support Portal.- Response time: 3 hours during normal working hours.
- No phone support.
- Cost: $ 75 USD per incident.
Yearly Technical Support - Reseller
- A maximum of 20 incident requests submitted yearly through the online Technical Support Portal.- Resellers that have been validated by their Distributor and have an active Channel Partner status will be allotted 20 incident requests per year, commencing when service has been paid. Allotted requests do not accrue from year to year.
- Response time: within 24 hours.
- No phone support.
- Cost: $ 500 USD per year.
Yearly Unlimited Technical Support - Reseller
- Unlimited incident requests submitted through the online Technical Support Portal.- Phone Support during normal working hours.
- Response time: 3 hours during normal working hours
- No after-hours support
- Cost: $ 1,000 USD
Professional Services Pre-Installation Support
This service is for Epygi to provide assistance for on an upcoming installation. Epygi will work with the Channel Partner to assess the customer’s configuration and then develop a plan for a successful installation.
Services include the following:
-Sales engineering to verify the planned configuration.-Pre-installation planning.
-Post installation test plan.
-1 hour installation support on the install day via instant messenger chat session.
-Cost: Quoted
Professional Services Installation Support
This service is for Epygi to provide assistance during an installation. The support may be pre-arranged with Epygi to ensure dedicated assistance at the time of installation. This service may also be requested for emergency installation support due to unforeseen circumstances requiring immediate assistance.
- Cost: QuotedNotes: Technical Support Services
- Epygi Normal Working Hours: GMT: 5:00 AM to 9:00 PM- Response time: The time required to provide the first reply to the inquiry that is directly related to answering the request. - Assistance provided through the Live Online help assistance will also count as a single ‘incident’.
- Support is provided for the latest releases of software currently posted in the Channel Portal.
- Epygi cannot guarantee a resolution to every incident reported.
- Incident: Epygi defines a single support incident as an issue that focuses on one aspect of the product – e.g. use of a specific documented feature of the product or assistance with a specific problem or error message. While this issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and requires an additional support incident. A single support incident may involve multiple phone calls, emails and off-line research. Epygi Support consultants are responsible for determining what characterizes a support incident.
- Product Defect: Epygi defines a product defect as a technical aspect or functionality of a product that does not execute and deliver results as documented in the supplied product documentation. Unexpected behavior that can be isolated to a user’s specific configuration or environment does not constitute a product defect. Epygi Technical Support may provide troubleshooting suggestions for unexpected behavior in these cases; however, Epygi is not responsible for the resolution of any such behavior. An issue is recognized as a product defect only after it has been reproduced in steps provided by the customer and has been confirmed by an Epygi Support consultant. A support ticket that results in a software update or an RMA being issued for a unit under warranty, will not be charged as an incident.
- Documentation Error: Epygi defines a documentation error as inaccurate information or instruction provided in the documentation accompanying the product. Accompanying documentation includes user manuals, Release notes, README files, and Epygi product support site document and manuals. Epygi does not provide support or assume responsibility for any reference materials published by Epygi Partners.
Registration:
End Users: Registering to our Support Portal with a valid Quadro serial number will provide access to manuals and many of the previously mentioned support tools. Registering without a serial number will provide limited access. If you have any issues registering or have questions about products and services, please email sales@epygi.com.
Link: End User Registration
Resellers: Get total access to technical and sales training, co-branded marketing materials, product alerts, installation guides, a tech forum and much more when you become an official Epygi reseller. Dedicated support packages are also available for Epygi certified VARs to gain direct technical support from Epygi Technologies.
Link: Reseller Application
Distributors: Interested Distributors can complete an application at the following link.
Link: Distributor Application
Limited Warranty
Epygi Technologies, Ltd. (‘Epygi’) warrants to the original end-user purchaser every Quadro to be free from physical defects in material and workmanship under normal use for a period of one (1) year from the date of purchase (proof of purchase required) or two (2) years from the date of purchase (proof of purchase required) for products purchased in the European Union (EU). If Epygi receives notice of such defects, Epygi will, at its discretion, either repair or replace products that prove to be defective.
This warranty shall not apply to defects caused by (i) failure to follow Epygi's installation, operation or maintenance instructions; (ii) external sources such as a power line, telephone line, or connected equipment; (iii) Products that have been serviced or modified by a party other than Epygi or an authorized Epygi service center; (iv) Products that have been opened or had the original manufacturer's serial numbers altered, defaced, or deleted;(v) damage due to lightning, fire, flood, or other acts of God.
In no event shall Epygi's liability exceed the price paid for the product from direct, indirect, special, incidental, or consequential damages resulting from the use of the product, its accompanying software, or its documentation. Epygi offers no refunds for its products. Epygi makes no warranty or representation, expressed, implied, or statutory, with respect to its products or the contents or use of this documentation and all accompanying software, and specifically disclaims its quality, performance, merchantability, or fitness for any particular purpose.
Return Policy
If the product proves to be defective during this warranty period, please contact the establishment where the unit was purchased. The retailer will provide guidance on how to return the unit in accordance with its established procedures. Epygi will provide the Return Merchandise Authorization Number to your retailer.
Please provide a copy of your original proof of purchase. Upon receiving the defective unit Epygi or its service center will use commercially reasonable efforts to ship a repaired or replacement unit within ten (10) business days after receipt of the returned product. Actual delivery times may vary depending on customer location. The Distributor is responsible for shipping and handling charges when shipping to Epygi.
Epygi reserves the right to revise or update its products, pricing, software or documentation without obligation to notify any individual or entity.
European End User Warranty
The European End User Warranty is the same as the End User Warranty above except the original warranty period is for two (2) years from the date of purchase.
Extended Warranty Information:
Extended Warranty Option
Epygi has an extended warranty program that is available for purchase by end users. The option is offered at the time of purchase and extends the users original warranty for an additional 3 years. Combined with the original warranty, the extended warranty would offer a total of 5 years protection for European End Users and 4 years protection for non-European End Users.
Extended Warranty Statement
Epygi Technologies, Ltd. (‘Epygi’) warrants to the original end-user purchaser every Quadro to be free from physical defects in material and workmanship under normal use for an extended three (3) year period from the date of the termination of the original Limited Warranty period (proof of purchase required).
Supported Products and Versions:
Out of Warranty Support
Out of Warranty Option: Non-Advance Replacement
For units that are out of warranty or are excluded from warranty for reasons expressed in the Limited Warranty statement, the unit can be sent directly to Epygi (at customer’s expense) for assessment and to determine a repair cost. A $ 50 USD inspection fee is assessed on all out of warranty units, regardless whether the unit is repaired or not. The quoted repair cost and inspection fee will need to be paid before the unit is repaired. The total cost will not exceed 50% of the current MSRP. If the unit is repaired Epygi will pay the shipping cost to return the unit to the customer. If the customer declines to have the unit repaired then the return shipping costs will be at the customer’s expense. A repaired unit is warranted for 30 days. To initiate repair for an out of warranty unit, a technical support request should initially be opened with the Reseller to request an RMA for the unit.
Out of Warranty Option: Advance Replacement
Epygi offers an Advance Replacement option for units that are out of warranty or are excluded from warranty for reasons expressed in the Limited Warranty statement. A “B” stock unit can be purchased for 50% off the current MSRP. Epygi will send the replacement unit using next-day shipping after receiving an approved Credit Card payment. Along with the replacement unit, Epygi will send a prepaid return-shipping label for return of the defective unit. If the defective unit is not received within 15 working days then the remaining 50% of the MSRP will be charged to the Credit Card. The replacement unit is warranted for 90 days however, the customer will have the option of purchasing a warranty for the replacement unit and this will need to be completed at the same time as the initial payment. To initiate an Advance Replacement for an out of warranty unit, a technical support request should be opened to request an RMA for the unit.
Note: Next day shipping and prepaid return-shipping labels can only be offered within the continental United States.
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