Avtec prides itself on the highest levels of service and customer support

 

Avtec has specialized in total solutions for thirty years. Our expertise encompasses all aspects of a console system project from conceptual planning, integration, installation, training and go-live support.

Project Management

The goal of Avtec for every system is “Total Customer Satisfaction.” Upon acceptance of a system order, a Systems Integration Engineer (SIE) is assigned to manage the project for its duration. The SIE is responsible for all aspects of the project from planning to cutover. As a result, they’re involved in the scheduling, system definition, configuration, screen building, circuit interfacing, testing and system acceptance. They work hand-in-hand with the customer’s project management and technical personnel to become intimately familiar with the operations of the organization.

Training

Avtec offers training classes on Scout, DSPatch, DSPatchNET at Avtec’s S.C. headquarters as well as on-site.

Consultation

Avtec System Integration Engineers are available for on-site visits to help you get the most from your system.

Examples of services offered:

  • Analyze System performance and network performance
  • Assist with Disaster Recovery/Business Continuity plans
  • Consult, plan, and/or implement hardware expansion and/or software upgrades
  • Provide overview of upgrade features available
  • Consult and assist with any “”moves/adds/changes”” to the System
  • Consult and assist with User interface & Process improvements
  • Provide Maintainer and/or Operator refresher training
  • Consult and plan Enhanced Feature requests
  • Review MDF Layout with customer
  • General problem investigation and resolution

Technical Support

Avtec strives to provide the most responsive and knowledgeable technical support in the console industry using a dedicated team of in-house engineers. Standard telephone and email support is provided during standard business hours, typically Monday through Friday 8 a.m. to 7 p.m. (EST). Most issues are resolved on the first contact, however all incidents are logged and assigned a “Case Number” for tracking, follow-up, and metrics. If necessary, additional resources are pulled in based on criticality to the customer’s operation.

How to contact technical support

Avtec Technical Support is available by telephone, web access, and email according to the following schedule:

Normal Support:

8 a.m.-7 p.m. Eastern Daylight Time, Monday through Friday, excluding Avtec holidays. Special arrangements to work on issues outside Normal support hours can be made with advance notice.

Emergency Support:
24 hours x 365 days

Note: We request that you carefully consider the urgency of your support call outside normal support hours.

Telephone: Toll Free 800.545.3034 or 1.803.358.3600 x1201.

Email: email hidden; JavaScript is required (We do not recommend email for emergency issues.)

Avtec also offers web-based case logging for selected clients. Contact support during normal hours to request a user name and password.

To expedite resolution of your problem, please have the following information available:

  • Type of System
  • Criticality of issue
  • Name and contact number for your system administrator

 

Emergency Support

Our customers require 24×7 emergency support, which is why Avtec maintains on-call engineers to respond to critical customer problems that can’t wait until the next business day. Calls to the technical support telephone number are answered by a professional help desk associate who will triage the problem and contact an Avtec engineer to return the call, generally in less than 10 minutes. We require all emergency calls to be handed off live (person to person) to our engineers to ensure you get a return call quickly.

Telephone: Toll Free 800.545.3034 or 1.803.358.3600 x1201.

Return Material Authorization (RMA)

Avtec dispatch consoles are designed for high reliability and long life, but from time to time, a repair may become necessary. To efficiently process your repair, an RMA number is required before shipping items to Avtec.

How to obtain an RMA Number
RMA numbers may be requested via phone: 1.803.358.3600, or by filling out the RMA form on the right and emailing to email hidden; JavaScript is required or faxing the form to 803.358.3636.

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