Tangui Network Ind Support Center

This document explains Tangui Network Industrial, LLC pre- and post- sales technical support and application engineering policy. This policy does not apply to commercial support queries such as order status, accounts payable, and similar commercial concerns.

​

Definitions

1.  Customer - A company, organization, reseller, or individual who purchases product(s) directly from Tangui Network Industrial, LLC.

2. Resale Contact - A company, organization, or individual who purchases products from a system integrator, reseller, or original equipment manufacturer who had sourced the product(s) in question from Tangui Network Industrial, LLC.

3. Pre-sales Technical Support - Assistance provided to Customers or prospective Customers to assist in gathering their technical requirements and proposing and/or demonstrating offerings to those needs utilizing us products.

4. Post-sales Technical Support – Assistance provided to Tangui Network Industrial, LLC Customers in troubleshooting equipment purchased directly from us that is not operating correctly, providing guidance to Customer to assist in remedying the issue.

5. Application Engineering – Engineering assistance related to overall system design, and product configuration, including but not limited to:

   • Pre- or post-shipment configuration and testing of purchased equipment

   • System design and/or architectural drawings

   • System documentation development

   • Technical support provided at a customer site

   • Turn-key system implementation and startup

   • Product training

​

Pre- and post-sale technical support is provided free of charge to Customers. Technical Support can provide:

• Pre-sales guidance to customers and prospective customers related to hardware selection, based on application information provided by customer.

• Assistance to Customers to determine if the issue they are experiencing is due to defective hardware or improper configuration.

• Guidance on product features for given application, including providing links to DIY Support Resources.

• Determine if hardware that is suspected to be defective is covered under warranty, and, if so, facilitate a warranty replacement.

• ​

The services described above are only available to  Customers. In the case of resellers,  will provide Technical Support at its sole discretion. If it is determined that the caller is a Resale Contact, or had purchased the hardware from another non-Tangui Network Industrial, LLC source, the caller may be directed to call the entity they purchased the hardware from for technical assistance. Alternatively, the Application Engineer can coordinate a quote to provide support on a time and materials basis.

 

Scope of Services for Application Engineering

If a support request is determined to be an Application Engineering request, the Application Engineer will determine the rough scope of requirements through discussion with the caller, and coordinate, if required, a project quote. Application Engineering and Field Support can be delivered as a turn-key service or on a time and materials basis.