Synectics products are sold with one, (and optional) two or three year parts and labor warranties. They are installed by a worldwide network of factory-certified integrators and resellers and supported by Synectics’ three-tier service protection plan.
First, end users are trained to be technically self reliant. That is, Synectics provides each user with detailed system documentation, hands on practical training, and spare parts so common system issues (“Tier 1”) can be diagnosed and resolved independently by in-house technicians without integrator or manufacturer intervention.
When additional assistance is needed, Synectics’ regional integration partners provide “Tier-2” telephone and onsite support. Authorized Synectics integrators employ full time, factory trained and certified technicians to handle escalated service issues for Synectics’ end users. Most Synectics’ resellers also stock spare parts and provide local training, integration, RMA and sales support.
Finally, Synectics’ own global engineering team provides “Tier-3” technical service and support for major software, hardware and integration issues. This includes, among other things, critical phone, Web and onsite support, major software upgrades, and custom software integration and implementation.