Support

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customer
and tech support
never stops

Customer: A large New York school district needed to update its library system with computerized inventory, bibliography, and book checkout. Procurement was blocked by budget cuts and specialist staffing stalled by a hiring freeze. The district sought professional counsel on how to tackle the problem. Solution: Boundless provided a study report covering overall feasibility, cost analysis and budgeting, design requirements, and implementation. We then put together an entire network infrastructure. Boundless also provided liaison with third-party software vendors and on-site installers. After the installation was in place and operating, Boundless was contracted to support all the desktops in the new library system.

Comprehensive Annual Support for users that require ongoing assistance; offers fast, convenient access to Boundless Technologies’ Tech Support engineers. Per-Incident Support designed for those users not covered by an annual support agreement; provides hourly- basis access to our Tech Support engineers. Specialized On-Site Training is offered for system admin- istrators and support engineers responsible for managing thin client enterprises. Professional Services include a full range of consulting and integration services for all Boundless Technologies thin client and Systems Software products: on-site installation, systems integration, network services, customization, upgrades, and interoperability consulting and development. "Quick-Ship" Equipment Replacement Program provides fast emergency replacement of products to end-user mission-critical sites.

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he last time you called tech support because your desktop was down, did you wait long? Was it frustrating? If the answer is "yes," you didn’t call Boundless Technologies, where experts like Christian Escudero (below) are on the line with the answers you need as promptly as possible.

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Any company with as many units in the field as we have gets support calls. We anticipate them; we’re prepared. To make life easier for our customers, we run a fully-staffed Technical Support and Professional Service Organization. Whether a customer has a product question or needs advanced network assistance, one call to Boundless Technical Support ensures that our customers receive the highest possible level of service.

Most questions are operator-information queries: how to do something specific (or maybe something unusual). When a desktop is down – although infrequently – it’s most often a site-specific situation, and we talk the user through restoration procedures over the phone. In cases in which the user has actually experienced a failure, we put the highest priority on bringing that desktop back up. That may mean immediate shipment of a replacement unit – anywhere in the world. Or it may mean bringing the unit back to Boundless for fast-turnaround service and/or repair. Jorge Flores (below), one of our repair specialists, uses a microscope to pin- point a problem – and make it right.

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There are times we’re powerless to fix something – such as in the event a physical catastrophe. And even in those extreme circumstances, we’ll ship a new unit that’s a clone of the original. We not only work hard to gain your trust – we work hard to keep it.