WiseGroup Companies

Technical Support Policy (TS)


Summary

This policy establishes the terms in which WisePlant Group LLC and/or WiseGroup Members replies to commercial inquiries, business opportunities, technical requests, technical support and general support cases.

WisePlant Group LLC and/or WiseGroup Members are strongly compromised with the commitment to reach the best quality service, the corporate mission and vision. We use the most advanced systems and we update them permanently incorporating new features.

Commercial Support

All inquiries are quality controlled, registered and all answers needs to be approved prior to be submitted to the interested party. In order to answer any commercial inquiries required by any client (new or existing), it must be answered by a recognized or formal means, through an account executive or through a certified channel partner. Our sales staff will attend all  inquiries as quickly as possible.

All quotations and proposals which are issued by WiseGroup and its Partners must go through a revision and approval of the competent technical area who knows the products and systems that are being considered. Every proposal needs to go through supervised independent technical process. In the event that the technical solution is susceptible to doubts, either because the minimum required contact details at the end user are not available (application, project, industry, territory, etc.) or because the minimum required technical information is not available, it may happen that the requested formal quote will not be issued. The interested party will always be informed about these processes and its status.

Any person who post any type of inquiry needs to be clearly identified. This means that the Entity, its location, contact information and data (Company, organization, intermediary, professionals) needs to be properly identified.

To be able to receive a reply to any inquiry, the interested party must have a valid user account at the SecureCloud, which is free and easy to create. The private account can be created in the following link: https://wiseplant.com/en/register/

The interested party can contact the assigned account executive directly or through the following link. In the case of receiving an inquiry through the following link it will be automatically routed to the appropriate executive or department. https://WisePlant.com/en/Submit-Ticket/

WiseGroup does not provide price lists. All product and services prices are available online through the web. Proposals and quotations are supplied to the clients through the web and Auto-Quote creation engine must be used. When a customer invites WiseGroup to a bidding process all documents to be submitted to the customer must be generated through the B2B+B2C platform at the SecureCloud. Product datasheets, users’ manuals, installation instructions and certificates are available at the Digital Library on the SecureCloud. Any other document which is prepared specifically for the proposal such as a technical explanation of the delivery, will be and must be saved securely at the SecureCloud.

All the information derived from the proposal are private and confidential and the interested party must use this information only for the intended purpose. The receiving party is not authorized to disclose publicly the provided information or given to a third party without WiseGroup authorization.

Commercial Technical Support

The technical assistance for commercial activities is available (and free of charge) only for Partners or Systems Integrators in any of its categories (Agent, Registered, Certificated or Premier). Our team of experienced professionals will assist technically in the evaluation of applications and selection of the best technical solution, only to commercial professionals who have registered or who are under the Partners program. Sometimes, and depending on the complexity or the business, we involve the factory to grant the end user Application Warranty, or to ensure that the technical proposal contains the highest level of analysis and recommendation possible.

Get to know more about the Partners Program here https://wiseplant.com/en/services-partners/. To start a commercial technical support case, you must use the following link. Technical Support Center: https://WisePlant.com/Submit-Ticket/

Technical Support

The regular technical support service is available to WiseGroup customers and/or users of the systems and products which we are representatives in the assigned territory. This service is provided free of charge under strict quality control. In order to access this service, users must demonstrate that they own the products or systems on which they are making technical inquiries. If we consider it necessary, we will request serial numbers of the equipment, identification of the software licenses, place where the purchase was made, etc.

Other options of contracted and paid services are available to provide our clients with a service tailored to their needs. To critical infrastructure industries the safety of their workers, the availability of their systems and the continuity of their operations in a safe manner is of vital importance. For these reasons it is that additional preventive, predictive and corrective maintenance services are usually necessary and available upon request, including:

  • Repair of products (Requires RMA)
  • Maintenance by passive or active guards
  • Updating of software licenses and priority technical support
  • Options for managed and unmanaged emergency stock

Contact us to learn about additional specialized technical support services. To start a technical support case, you must use the following link. Technical Support Center: https://WisePlant.com/Submit-Ticket/

What is our difference?

Our differentiation is to provide our customers and partners with the best possible experience in the selection of products, systems and services for industrial infrastructure and critical applications. In making sure that our clients are 100% satisfied with the instruments, equipment, systems we supply, services we provide and the attention they receive from any WiseGroup member. We carefully design some features of our service that no one else offers and that will surely be of value to the market.

Adequate Assistance

Our highly trained specialists will help the interested party in selecting the right equipment, model, instrument and/or service, contributing to saving money, time and avoiding frustrations. Technical support is available during all stages of the project, starting at the commercial phase until the last moment of life and system decommissioning.

Factory Warranty

Buy with confidence and obtain a minimum guarantee approved by the factory on the products and services acquired through WisePlant plus a series of additional features of free technical support in local language, calendar and local time zone.

Every product or system we sell and provide has a full factory warranty. We don’t sell outdated or recycled products and we only sell in the authorized territory. During the warranty period of the factory, all costs associated with the shipment and replacement of the product are covered by WiseGroup, in addition to technical assistance.

Application Guarantee

The application guarantee must be expressly included in the quotation and when accepting the purchase order. In case the product or system does not comply with the guaranteed expectations of the application, it may be returned for a refund and/or cancellation of your total or partial purchase.

The application guarantee is available to WiseGroup customers only when the products have been selected and the application has been evaluated by a WiseGroup technical specialist.

Deliveries

Despite the complexities that can occasionally result from imports into South American territory, we make this transparent for our clients with real-time location information and estimated arrival/delivery dates with predictable times. We have options for door-to-door delivery service even for large cargo sizes.

In addition to the regional offices, we have two logistics centers located in the United States of America and Uruguay for order management into South America. South American territory is known to be the world’s most restrictive territory and we know how.

B2B+B2C+B2S Platform

The lean, error free and no delays SecureCloud platform facilitates to every member or party to work focused on the same objectives, and the success of the results. Each inquiry, quote, order, project, service, or support case becomes a collaborative workspace preserving the roles of each of the members (manufacturer, consultant, integrator, end user, administrative, quality control, technical support, etc.). The SecureCloud was exclusively designed to support all modalities, including a single entity, corporate frame agreements, systems integrators, etc. Contact us to learn more. Each Bill of Materials (BOM) and/or Bill of Service (BOS) of any type of supply, training course, service or project is preserved from its conception at the customer inquiry and all the way to the manufacturing and suppliers with no possible mistake, error or delay.

Online Resources

Through our SecureCloud digital content platform, registered users’ access to many resources, tutorials, technical guides, manuals, use cases, reviews, comments and experiences in private forums and online technical support 24 hours of the day.

All the useful information and support ready when you need it. Including licensing information, history of your purchases, access to training courses, and many more. Visit the Digital Library. A customer account is needed to get full access to lots of highly qualified technical material.

Maintenance Services

We have various options of technical assistance services tailored to our clients with passive and active guards, preventive and corrective diagnostic services, management of emergency spare parts in the factory, in plant and/or in our offices, security audits, certification, maintenance services among other options.

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Signed On: July 14, 2019

WiseGroup Companies https://wisegroup.info
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Document name: Technical Support Policy (TS)
Unique Document ID: 08ad662ff1349560103a4660b39d877996a267ca
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July 13, 2019 10:36 am ESTTechnical Support Policy (TS) Uploaded by Secure Documents - Secure.Cloud@wiseplant.com IP 174.48.86.121