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TRJA Support

Premium Service

Standard Service

TRJA systems back its products with comprehensive customer support options of standard and premium support. For direct support to email office@trjoy.com.

For improved customer support such as product update notifications and software releases, please send an email with your name, title, company name, contact information and product type to support@trjoy.com.

Standard Support and Maintenance

TRJA Systems provide up to three years of coverage for appliance hardware and software under its Standard Support and Software Maintenance package. With this package, you get:

  1. Telephone and E-mail Support. from 8am to 5pm Eastern Time, Monday through Friday, and email support with 30-minute response. TRJA responds to support incidents in the order received, with priority based on severity level of the reported problem.
Severity Level Response Time Objective
Severity Level 1 – Critical: a business process is severely affected and there is no procedural workaround. 4 hours
Severity Level 2 – Serious: a business process is affected, exposing data to potential loss, but normal business operations are not disrupted. Same business day
Severity Level 3 – Medium Impact: some loss of functionality, but no immediate business exposure. Condition can be circumvented or avoided on a temporary basis. 2 business days
Severity Level 4 – Low Impact: a minor condition or documentation error that can be easily circumvented or avoided, or a request for information or enhancement. 5 business days
  1. Hardware Device Fix and Replacement Protection
  1. Software and Configuration Updates. Customers have access to the latest revisions, improvements, modifications and enhancements to the software and microcode of the product modules purchased.The latest code may be downloaded from the Customer Support section of Vicom’s web page. three-year, non-cancelable agreement that entitles your organization to receive upgrade releases.

Premium Support and Maintenance

For customers whose business demands require very high availability and expedited fault resolution in the U.S. and selected locations overseas, TRJA will provide Premium Support and Maintenance under one or three-year agreements, subject to coverage availability. With Premium Product Maintenance and Support, customers receive:

  • 24x7x365 telephone call response and problem resolution
    Customers can receive level 1 through level 3 technical support on a round-the-clock basis. This means that we will open an incident report, collect configuration detail and incident data and start troubleshooting. The incident will be escalated to Engineering where it is determined that corrective action is required at the software, hardware component or system level.
  • Email notification revisions
    Customers who subscribe to Premium product maintenance and support will receive pro-active email notification of software and revisions to ensure they can update without delay and continue to receive maximum value from their investment in products.

TRJA
1830 42nd street
Astoria, NY 11105
Tel:718-264-8747
Fax: 718-454-2087

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