SUPPORT
Support Components
24 x 7 Phone Support
At iNetwall, we are dedicated to providing top-quality support for all of our products. As part of our commitment to customer satisfaction, we are pleased to offer telephone support for all products covered by our T&C Document.
Our team of experienced support engineers is available to assist you with any issues or concerns you may have, and to ensure that your product performs as described in the current product specifications. We take pride in providing timely and effective support, and our support policies and procedures are designed to ensure that our customers receive the best possible service.
To reach our support team, please call our toll-free number at 1800-iNetwall (46389255). Our trained support engineers will be happy to assist you with any support cases you may have.
24 x 7 Email Support
At iNetwall, we understand the importance of timely and effective support for all of our products. As part of our commitment to customer satisfaction, we are pleased to offer 24 x 7 email support for all products covered by our T&C Document.
Our support team is available around the clock to assist you with any issues or concerns you may have, and to ensure that your product performs as described in the current product specifications. Whether you have a technical question, need assistance with troubleshooting, or simply require additional information, we are here to help.
To reach our support team via email, please send your message to support@inetwall.com. We will respond promptly to your inquiry and work diligently to resolve any issues you may be experiencing.
Software Subscription
As part of our commitment to providing quality products and services to our customers, iNetwall offers free software patches and updates for covered products. These updates include bug fixes and new releases, which are generally available at no extra cost to customers with a valid product software subscription for the relevant time period.
However, please note that any options, upgrades, or future products which iNetwall or third-party vendors charge for as a separate product are not covered under this entitlement. In addition, hardware upgrades are not guaranteed to ensure compatibility with new software versions, and new software versions may not be compatible with outdated hardware platforms.
We strive to provide the best service and support possible to our customers, and our team is always available to answer any questions or concerns you may have. Please contact us at support@inetwall.com for further assistance.
Standard Hardware (HW) RMA
If a customer encounters a faulty hardware unit, iNetwall offers a hardware replacement program. The program requires the customer to report the faulty unit to iNetwall support for verification. Upon confirmation of the hardware fault, iNetwall will initiate the standard hardware Return Merchandise Authorization (RMA) process. The customer will receive a new replacement unit once iNetwall receives the faulty unit.
It is the responsibility of the customer to back up and properly store configuration files before returning the faulty unit. The replacement system provided by iNetwall may be new or refurbished, at the discretion of iNetwall.
Advanced Hardware (HW) RMA
iNetwall offers an expedited hardware replacement option for customers who require a quick turnaround time. In the event of a hardware fault, iNetwall support will confirm the issue and initiate the expedited hardware replacement process. A new replacement unit will be shipped out to the customer on the next business day (India) after completion of troubleshooting, provided that iNetwall support accepts and logs the system hardware fault before 16:00 (India Time) Monday to Friday.
Customers are responsible for backing up and properly storing their configuration files, as well as implementing these settings on the replacement hardware. The replacement unit may be new or refurbished, depending on iNetwall’s discretion.
The RMA unit will receive a thirty (30) day hardware warranty, or the remainder of the original hardware warranty or active maintenance contract, whichever is longer.
Please note that the faulty unit must be returned to an iNetwall authorized distributor within twenty (20) days. If the faulty unit is not returned within this timeframe, the full purchase price will be charged to the customer.
NBD (Next Business Day) Onsite Servicing
iNetwall offers a premium hardware replacement option for customers who require immediate assistance. This option involves sending replacement parts and a support engineer to the customer’s site on the next business day, subject to parts availability. The service is available from Monday to Friday, from 9:00 to 17:00, excluding normally observed local holidays.
To activate this service, the End User information (customer name, address, contact number) must be correctly provided, as it directly affects the service level agreement. If the End User information is incorrect or incomplete, this service may not be available.
This advanced hardware replacement service is only applicable to products purchased in the specific supported countries and will not apply to parallel-imported units. For a unit purchased in a specific country, onsite support can only be provided to an address in the same country. Refer to iNetwall’s Support Portal for the most current list of supported countries.
All claims filed for hardware units that fail will be repaired at the discretion of iNetwall, and RMA parts/components receive a warranty period of sixty (60) days or the remainder of the original hardware warranty or active maintenance contract, whichever is longer.
