External Support Policies

Technical Support Services

• Hours of 9:00 a.m. to 5:00 p.m. PST Monday to Friday

• Contact methods including email to ("support@microplex.com"), and phone (1-604-468-2444)

• First come, first serve service based on a central voice mail box (or online messages through email and HTML forms) and a continuously updated Support queueing system for the internal Support technicians to work from.

• Maximum three-hour callback time as long as the three-hour deadline time falls within the 9:00 a.m. to 5:00 p.m. PST work day.

Customer Rules

• The customer is always treated as the number one priority over any of Support's other work. His needs must never be forgotten or ignored.

• The customer should enjoy himself while dealing with Microplex so long term relationships can be established. Microplex is known for its personal attention to customers and for the way they are treated.

• When helping the customer, he should be learning as he goes along. He should understand what is being done rather than just following steps blindly.

• Every customer should receive complete solutions. This means calls, emails, and faxes should be answered in detail and without missing any information. This also means correct grammar and spelling as much as possible. Microplex would rather provide excessive support rather than too little ensuring that customers have all of the information they need at hand.

• When customers have ongoing issues, they should be given realistic deadlines and be contacted regularly with updates. The customer should never feel forgotten or that he is being a bother. Support must be pro-active with these ongoing support issues.

• A customer that calls/emails/faxes in should be contacted within three hours of his call-in time unless this three hour deadline time doesn't fall within the 9:00 a.m. to 5:00 p.m. PST work day. Backup Support should be brought in anytime this deadline is nearing.

Since all of Microplex's products now include flash, free network upgrades via TCP/IP are always available. All upgrade files and instructions can be found at Microplex's Technical Support area.

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Warranty Description

Microplex warrants its products to be free from defects in workmanship and material for the duration of one year from the time of the original purchase date.

The product warranty does not:

• imply the right to loaner or replacement units during the time required to perform repairs.
• cover loss or damage caused by shipping, improper use or installation, unauthorized repair or modification, excessive environmental conditions, and negligence or abuse.
• include the cost of shipping the unit back to Microplex for repairs.

Repair Steps

To obtain service under the product warranty, these steps must be taken:

1. Contact Microplex Technical Support to rule out configuration errors.
2. If the Support Technician cannot solve the problem and decides hardware is at fault, a Return Merchandise Authorization (RMA) number will be given.
3. The defective product should be returned to Microplex for repair noting this RMA number on the box.

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