NCSAPP Support

Help Desk Support - In most cases, our appliance partners prefer that we provide the behind-the-scenes hardware support. Their support staff interfaces and deals directly with the appliance end users. We refer to this type of support as first tier support. First tier support more often than not involves software related issues, and our partners are well suited for this endeavor. The hardware support we provide is commonly referred to as second tier support. We support the supporters so to speak. This is not to say that we will not be willing or capable of dealing directly with the end users. We can do that. However, we will only do so with your explicit approval. When we do so, we will adhere to whatever protocols you establish. Our involvement must and will only enhance the user's perception of your company.

This Help Desk issue is something you can discuss with the Program Management staff that we will assign to handle your business. They will translate your requirements into specific protocols and instructions for our Help Desk staff to follow.

One-Year Return-to-Depot Warranty & RMA Procedure - NCS offers a one-year return-to-depot repair warranty on all appliance hardware platforms. All returns and exchanges must be approved in advance by a Customer Service Representative. A Return Merchandise Authorization (RMA) number will be issued upon approval.

In order to return an appliance product under warranty, please follow the steps below:

• Please have your system serial number ready.
  
• Contact NCS to receive an RMA number via Request Support Form or telephone (Direct: 703.621.1538/ Toll-free: 1 (866)-627-0990).
  
• Ship your appliance to NCS (at your expense) referencing the RMA number on the outside of the package:
  

  RMA #
  NCS Technologies, Inc.
  9490 Innovation Drive
  Manassas, VA 20110

• Once NCS has received your appliance, we will repair or replace your system and mail it back to you at our expense.

An optional service called "NCS Swift Hardware Replacement Program (NCSHRP)" is also available. This service may be utilized in order to keep your end user up and running at all times. Within 24 hours of identifying a unit with a hardware failure, NCS will provide a replacement unit to the customer. The customer will be required to return the failing unit to NCS within three (3) business days. Failure to return the failing unit within three (3) business days will cause the end user (or you at your option) to incur a charge for the value of the replacement. When an appliance partner agrees to participate in the Express Replacement plan, a pool of spare parts (including server chassis) will be maintained by NCS. When a unit is returned for repair, its usable parts will replenish the spare parts pool for future use. This is a highly recommended option for customers because it eliminates the need for your end users to troubleshoot the hardware.

In addition to the standard warranty options described above, we will also be happy to structure a service program that will address your specific needs. Please contact our staff to discuss your specific requirements.

For any support related question, please contact ncsappsupport@ncst.com or call 703.621.1538.