CCT’s Technical Support Engineers provide expert assistance on questions regarding the installation and use of the CCTK and related product line.
CCT provides free unlimited telephone and e-mail support for 90 days after purchase as part of our standard warranty. Customers who purchase the technical support upgrade option have unlimited telephone or email support for one year after purchase or renewal.
Customer Technical Support
|Availability:||Mon-Fri, 8:00AM – 5:00PM EST|
Maintenance & Technical Support Description
Telephone Support: Telephone Technical Assistance will be provided to authorized customer personnel during standard support hours 8AM – 5PM Eastern Time, Monday – Friday, except CCT holidays. Authorized personnel are identified at the time of purchase and can be modified throughout the life of the agreement by written notification. Authorized personnel must be employees of customer or subcontractors involved in the operation of the system. If it is determined via phone or on-line technical assistance that there is a software problem, CCT will provide an estimate to complete the correction within 24 hours.
E-Mail Support: Upon execution of the maintenance agreement CCT will provide a dedicated e-mail account for use by customer technical contacts. This e-mail account can be used to forward questions or report errors in system operation. It also allows the capability to attach supporting documentation of an error. Response to e-mail requests is guaranteed within 24 hours if received during standard operating hours, Monday through Friday, 8Am – 5PM ET except weekends and CCT holidays. Otherwise, responses will be provided by the end of the next business day.
Remote Troubleshooting: Remote troubleshooting allows CCT engineers to diagnose a system error without traveling to the customer site. This is accomplished through internet connections to the customer system. Remote troubleshooting can be conducted any time the customer system is operating on-line without support from customer personnel. In some cases, support from on-site personnel may be requested to assist in remote troubleshooting. It is the responsibility of the customer to install and maintain an internet connection to the system for this service.
Software Upgrades: As released, software upgrades will be provided free of charge for the products listed. From time to time new versions of these software products are released to correct known errors or upgrade functionality. If upgrades occur during the agreement period, CCT will deliver, install, and test upgraded software. Installation is performed at no charge, subject only to reimbursement of travel costs.