What is the main difference between the Complimentary Care Package and the Premium Support Package?

The Complimentary Care Package provides basic support to get you started, including limited technical support, basic training and streamlined RMA processing. The Premium Support Package offers comprehensive support with unlimited technical assistance, advanced training, prioritised RMA handling and additional benefits like software updates and on-site support. (Refer to the comparison chart for a detailed breakdown.)

How do I know if I need the Premium Support Package?

Consider the Premium Support Package if:

• Your equipment is critical to your operations and downtime is costly.
• You anticipate needing frequent technical assistance.
• You require advanced training and support for complex issues.
• You want faster response times and prioritised service.
• You need Peace of Mind

What does "1-hour response time" mean?

The guaranteed 1-hour response time applies during our business hours (Monday–Friday, 9am–5pm). For support requests received outside these hours, we'll prioritise the issue and respond as quickly as possible, but response times may vary.

What is considered a "critical issue"?

A critical issue is one that significantly impacts your operation, such as a complete equipment failure preventing essential functions. Examples include:

• The equipment is completely non-functional.
• A major system malfunction is causing significant disruptions.

What happens if I experience a critical issue after hours?

Critical issues will be prioritised during business hours. We’ll work with you to develop a resolution plan as soon as we're available, ensuring swift action to minimise downtime.

How do I upgrade from the Complimentary Care Package to the Premium Support Package?

Contact our sales team on 03 9381 7888 or contact your dedicated account manager to upgrade to the Premium Support Package.

Can I downgrade from the Premium Support Package to the Complimentary Care Package?

The Complimentary Care Package is only available for the first 12 months after purchasing the equipment. Therefore, downgrading from the Premium Support Package is not an option. You can choose to not renew the Premium Support Package at the end of each annual subscription term.

What if my support needs are not covered by either package?

For support needs beyond the scope of the Complimentary or Premium packages, we offer Flexible Support, a pay-as-you-go option with hourly billing. Contact us to discuss your specific needs and get a quote.

What are your standard business hours for support?

Our standard business hours are 9:00 AM to 5:00 PM AEST, Monday to Friday.

How do I contact support?

You can contact support by:

Phone: 03 9381 7815
Email: support@covertel.com.au

Complimentary Care Package Specific Questions

What if my training needs exceed 3 hours?

We can arrange additional paid training sessions or customise a training package to meet your specific needs. Contact us to discuss your requirements.

Can I use the Complimentary Care Package for issues related to equipment integration or interoperability?

The Complimentary Care Package focuses on basic setup and functionality. Issues related to equipment integration or interoperability with other systems will require more advanced support, which is available through the Premium Support Package or Flexible Support.

Premium Support Package Specific Questions

What does the on-site visit include?

The on-site visit includes troubleshooting and assistance related to the reported issue within the Melbourne metropolitan area. Additional travel costs will apply for locations outside this area.

How do I request on-demand training?

Contact our support team to schedule on-demand training. We will work with you to arrange a session at your convenience.

Can I get customised training for my specific needs?

Yes, we can customise training sessions to address your specific needs and applications. Contact us to discuss your requirements.

How do I access the latest software updates?

You will receive notifications about software updates via email. We can also provide instructions on how to access and install the updates.

RMA Questions

What's the difference between technical support and RMA support?

Technical Support:

• Focus: Resolving technical issues, answering questions, and providing guidance on how to use the equipment effectively.
• Examples: Troubleshooting error messages, configuring settings, explaining features, and providing advice on best practices.
• Duration: In our Complimentary Care Package, it's offered for 12 months from the date of purchase.

RMA Support:

• Focus: Assisting with the process of returning faulty equipment for repair or replacement under warranty.
• Examples: Guiding customers through the RMA process, providing RMA documentation, troubleshooting to determine if an RMA is necessary and following up on RMA cases.
• Duration: In our Complimentary Care Package, it's offered for the duration of the manufacturer's warranty, which may vary depending on the equipment.

How do I initiate an RMA request?

Contact our support team to initiate an RMA request. They will guide you through the process and provide the necessary documentation.

Can I get a replacement unit while my equipment is being repaired?

We evaluate replacement requests on a case-by-case basis. Premium Support Package customers may be eligible for advanced replacement options like loaner equipment, depending on the situation and equipment availability.

Calibration Reminders Questions

How will I receive calibration reminders?

You will receive calibration reminders via email for both Complimentary and Premium support.

Can I customise the frequency of calibration reminders?

Contact our support team to discuss your preferences for calibration reminder frequency. We can adjust the reminders to suit your needs.