Netpilot Software Assistance

Equiinet's Passport Scheme

Overview
The following text describes our Equiinet Passport service. The concept is to provide telephone software assistance for the NetPilot, CachePilot and SecurePilot ranges. The Passport is available to any End User organisation. We have tried to make the use, costing and operation of the scheme as simple as possible.

There are a number of Equiinet's partners offering a range of differing professional services to their customers. The introduction of this scheme is intended to be complementary to such services. In particular it is there to help those who now find themselves stranded without anyone to call - except the organisation whose name appears on the front of the unit - i.e. Equiinet.

Passport Assistance scheme details
Any End User organisation that needs software assistance on NetPilot, SecurePilot or CachePilot products can sign up for Equiinet's new scheme. You can ask for help on any software related topic. The passport applies to a named individual - not to any specific product.

Costs and Passport Types
An initial registration fee of £50 is made for each organisation. Then depending on your needs you can either sign up for a Silver Passport for £100 or a Gold Passport for £150. Both need to be renewed annually.

SILVER PASSPORT - what it provides
This gives you access to an Equiinet staffed telephone support line, and the ability to make 3 support calls during the 1 year passport life. You will be asked for your passport reference number and confirmation of other contact details prior to any diagnostic help and assistance being provided. Equiinet commit to responding to your call within 4 working hours (09:00 to 16:00 - Monday to Friday - excluding Bank Holidays).

GOLD PASSPORT - what it provides
This gives you access to an Equiinet staffed telephone support line, and the ability to make unlimited support calls during the 1 year passport life. You will be asked for your passport reference number and confirmation of other contact details prior to any diagnostic help and assistance being provided. Equiinet commit to responding to your call within 2 working hours (09:00 to 16:00 - Monday to Friday - excluding Bank Holidays).

FAQs

Q: Who is this service applicable to ?
A: Any End User organisation with a requirement to have extra assistance in regard to software on NetPilot, SecurePilot or CachePilot products.

Q: I've just purchased my unit and it has a 12 month warranty so what's the difference between a 'Warranty' and a 'Passport' ?
A: The Equiinet product warranty covers hardware defects within the first 12 months. The passport covers questions or issues you may have regarding software.

Q: The Company I purchased the unit from offers me all the support I need - so why do I need a Passport ?
A: If you are happy - we are happy - and there is no need to worry further! We see this service as a safety net for those who - for whatever reason - are left with no one to call when they need help!

Q: How much does it cost ?
A: An initial registration fee of £50 is made for each organisation. Then depending on your needs you can either sign up for a Silver Passport for £100 or a Gold Passport for £150. Both need to be renewed annually.

Q: What do I get by subscribing to a Silver Passport ?
A: This gives you access to an Equiinet staffed telephone support line, and the ability to make 3 support calls during the 1 year passport life. You will be asked for your passport reference number and confirmation of other contact details prior to any diagnostic help and assistance being provided. Equiinet commit to responding to your call within 4 working hours.

Q: What do I get by subscribing to a Gold Passport ?
A: This gives you access to an Equiinet staffed telephone support line, and the ability to make unlimited support calls during the 1 year passport life. You will be asked for your passport reference number and confirmation of other contact details prior to any diagnostic help and assistance being provided. Equiinet commit to responding to your call within 2 working hours.

Q: Do I need a separate Passport for each of my Products ?
A: No - The passport is assigned to a named individual within the End User organisation. It covers asking questions on any product type and in relation to any unit owned by the organisation.

Q: What are your working hours ?
A: 09:00 to 16:00 - Monday to Friday - excluding Bank Holidays.

Q: What happens if my problem turns out to be hardware related ?
A: If your unit is still under its initial 12 month warranty then, then standard returns procedure comes into operation. Your unit will be repaired and returned to you.

Q: If my problem turns out to be hardware related - and I want somebody to come to my site and fix it ASAP - how is this handled?
A: We will pass you to our hardware maintenance partner KCS, who can advise you on availability and costs.

Q: If my problem is software related and you cannot fix it - what next ?
A: We will make reasonable endeavours to give you an answer. If you find a problem that is not a configuration error - it may be you are trying to do something that the product is just not designed to undertake. You may be advised of a work around or advised to upgrade your hardware to a different model that does what you wish to accomplish. You may be advised that we are working on software enhancements that help your situation - but again we will make no guarantees.

Q: What happens if I don't have a passport and I need help now ?
A: We can quickly process you on to getting a Silver Passport on your first call. All you need is a credit card number and we can quickly progress to addressing your issue. You will have the benefit of being able to raise 2 other calls in the next 12 months

Q: I don't have a passport and I need help now and I don't want to pay .!
A: The answer is sorry! We are offering a low cost high value service - we have to fund it some how! You are welcome to visit our web site or call the organisation who originally sold you the unit.

Q: Are there any hidden charges like premium rate phone lines ?
A: No. Simple and complex questions are treated in the same way - so there is no extra hidden time penalty. So for Silver Passport holders you can raise 3 of any type calls of any duration. Gold Passport holders have no restrictions.

Q: If I start out on Silver and exhaust my 3 calls - what next ?
A: You can upgrade to Gold status for £100, or you can buy further calls on Silver at £50 a go or renew your Silver subscription.

Next Steps - Order Equiinet Passport Assistance Online here!

Passport Help Desk : +44 (0)1793 603747 - Monday to Friday 09:00 to 16:00
You will be asked for your passport number - provided on purchasing this option.

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