Support & Services

The main goal of the C-COM's  support staff is to provide users and dealers with services such as system operation help, trouble-shooting, failed parts repair and replacement (RMA - Return of Material Authorization), product technical information and documentation.

The Customer Support Concept is categorized into 3 main levels:

• End Users
• Tier 1 Support
• Tier 2 Support

Two adjacent levels are bound by the following agreements in terms of providing services and support to each other:

• EUA – End User Agreement
• SLA – Service Level Agreement

Fig. 1: Customer Support Pyramid

Each level is responsible for providing services to the level below it, and obtaining support from the level above it. In no case should a level have direct services and support to a level that it is not adjacent to. For example, Tier 2 Support cannot provide support directly to End users without the involvement of Tier 1 Support.

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