FAQs

Order Processing

Question: “How do I place an order for a Stancil System?”

Answer: When placing an order for a Stancil System or accessory, please fax the order including a P.O. to 321-309-2756. A signed copy of the Installation and Site Prep Guide must be received either via fax or via regular mail prior to system shipment. If you have any questions or need to check the status of an existing order, please contact us at 321-309-2740 Monday through Friday between the hours of 8AM and 5PM EST. After hours you will be able to leave a message and someone will contact you the following business day.

Support

Helpdesk

Question: “What’s the difference between 24x7 and what you call True 24x7?”

Answer: Many of our competitors tout 24x7 support. None can, however, compete with the level of service you will receive from Stancil Solutions. We provide a true 24x7 helpdesk with knowledgeable Support Engineers to handle your calls 24 hours a day, 7 days a week. Others only provide an answering service with a callback within four hours.

Question: “Why is support for the Stancil better than support for competitive products?”

Answer: When customers call our tollfree helpdesk, a factory trained Technical Support Engineer will handle the call. Whether it is a simple question or a complex issue with the system, our Engineers will work diligently to satisfy the customer’s needs with one main objective, Complete Customer Satisfaction. This includes the initial call as well as follow-up calls to ensure that the Customer is satisfied with the resolution.

On-Site Service

Question: “Do you offer on-site services for my mission critical system?”

Answer: Stancil Solutions has prided itself on being able to quickly respond to customers needs. If a customer requires on-site service, Stancil Solutions can provide this anywhere in the Continental US with a guaranteed four-hour (4) or less response time. Our on-site offerings are addressed later in this document.

Maintenance Options

Question: “What different maintenance options are available for my Stancil System?”

Answer: Stancil Solutions has seven options for Maintenance Coverage once the warranty expires. Below are the descriptions of the seven options. Pricing for these Maintenance Options are included in the bid proposal.

Warranty

Equipment Warranty

Question: “What kind of warranty will I get with my Stancil System?”

Answer: Initial Equipment Warranty - The Stancil Digital Logging Recorder includes 24 Hour Toll Free Telephone Support, Replacement Parts, and Labor (Return to the Factory) for one (1) year from the date of installation. Further in this document we will address upgrading the Warranty and Extended Maintenance Options.

Warranty Upgrades

Question: “How can I upgrade my system’s current warranty?”

Answer: The standard Stancil warranty includes labor to repair the system. However, the labor is for telephone support and diagnosis of system problems, as well as telephone software support. It does not cover labor for replacement of a part on-site or reloading of software on-site. If you are not planning to provide on-site labor yourself, or if the customer does not have an IT department to provide this on-site component, Stancil Solutions has two options available to upgrade the warranty to include On-Site Service directly from Stancil Solutions. You can add on-site service with 24x7 coverage or Monday-Friday between the hours of 8AM and 5PM local site time. Pricing for these two options are included in the Stancil Price List.

Question: “What are your typical support fees should I decide not to sign a contract?”

Answer: Let’s face it, as much as we would like, service cannot be free. To be the best in the industry, there are several things that are required to provide a high level of ongoing 24x7 technical support and customer service. There’s rent, electricity, water, phones, toll free numbers, computers, etc… And yes, the most important is, highly trained and knowledgeable people. Maintenance Agreements and Hourly Rates. Below are Stancil Solutions’ hourly rates for end users for systems not covered under a Stancil Solutions Maintenance Agreement.

Service Call Process

Question: “What is the process for obtaining support for my Stancil System?”

Answer: Now that we have covered all of the basics, let’s talk about the service call process. When customers call Stancil Solutions, there are several activities that take place. Below will give you an idea of what to expect when you contact us.

  1. Customer calls our toll free Stancil Support number: 800-290-4103
  2. Service call is received. A certified Stancil support engineer will answer your call.
  3. The Support Engineer will ask for a system serial number or look up the information up in our tracking system by site name.
  4. If the system is covered under warranty or a maintenance agreement, the ticket is opened and the engineer will proceed with asking the caller for the problem.
  5. If a part has failed, Stancil Solutions will send a replacement part overnight (on equipment covered under Warranty or Maintenance Agreement including Hardware Replacement) to the customer location for delivery.
  6. If the system has On-Site coverage with Stancil Solutions, we will schedule an on-site technician to meet the part. We guarantee a four (4) hour response (in the Continental US) or less from the time the user receives the part to the time the On-Site technician arrives.
  7. Once the problem is resolved, Stancil Solutions will follow up with the customer to make sure everything has been resolved to their satisfaction. If so, the ticket will be closed.