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onsite service and phone support
Normal phone and onsite support is billable as per our support rates.
Sometimes, in person or on the phone, it takes one or more support calls or visits to isolate the cause of a problem, which may be attributable either to hardware or software failure, or in some cases, user error.
For hardware failure: If this is the case, the support calls or visits will be charged, and we may make a recommendation where you can take the equipment for repair, either in or out of warranty.
For software failure: This is a typical troubleshooting occurrence, and is billable at our normal rate.
For user error: Here too, normal rates apply.
If an onsite visit is required in any of these circumstances, a travel charge will also apply.
warranty service
One significant reason for coming to ISU is to help make an appropriate assessment of your needs, followed by a recommendation based on our experience, before you place your order from your own, or one of our recommended sources.
Later, if an item does fail, manufacturer warrantees will often apply, typically for 1-3 years. Integrated Solutions Unlimited provides no warranty of any kind in any of its consulting capacities. ISU can not, and does not guaranty fitness of purpose or warranty against inadequacies of equipment, use, circumstance, manufacturer defects, or user error.
After purchase, we can help facilitate needed repairs. In some cases, vendors may require you to go through a failure analysis with them on the phone before issuing an RMA. If you choose to have us out for a support visit prior to sending or taking the equipment in, our involvement will be billable at our normal rate, even when the unit is under a manufacturer's warranty. We provide this service for many clients, to help them determine whether hardware or software failure has occurred. We, of course, do our best, to help the manufacturer recognize their responsibility whenever possible. It can sometimes be difficult to tell!
payment terms
Support visits are due and payable when the work is performed unless other terms have been arranged. All invoices are due on receipt.
We accept Visa, MasterCard & American Express, as well as business and personal checks, with proper identification. Even cash is acceptable tender.
cancellations
Any cancellations or changes in appointments less than one full business day before the scheduled time will be billed for an hour visit.
| ISU, Inc |
20211 Croydon Lane
Topanga, California 90290
email: info@isu.com
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main voice: 310.455.3950
trading support: 310.455.3950 x2
PC support: 310.455.3950 x4
Mac support: 310.455.3950 x3
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