Problem Reporting Procedure

1. A brief description of your problem indicating whether the problem is hardware or software.
2. If it is a hardware problem, please report the failing unit number or Insight Unity Technical Support will identify it.
3. Depending on the problem type and its complexity, our appropriate support staff will attend to it. From this point onwards, our staff will monitor the unit(s) until its resolution.
4. Insight Unity Support staff will in the first instant respond to your nominated contact person to obtain further details on the problem, if any offering advice where this may be appropriate. In cases where an onsite repair is required, an engineer or software support staff will be dispatched to your office to investigate further and rectify your problem.
5. Critical problems, systems dead or severely degraded and extended breakdown problems will be escalated to Insight Unity management for their attention and to ensure all necessary actions are being taken.
6. If repair work or fault investigation extends beyond economical repair, you will be informed as soon as possible. Our engineer or support staffs will advice your staff when the problem has been resolved. This is to confirm the problem is resolved to your satisfaction, through a fault service report.
7. REGULAR PROBLEM REVIEWS HELP TO PREVENT FUTURE PROBLEMS AND IDENTIFY ROOT CAUSES.
8. All service data will be summarized on the computerized system to provide analysis information so that Insight Unity is able to review problems in regular review meetings.
9. In the case of you encountering any problem after maintenance or support, Insight Unity will back you up with a discussed Warranty term.
10. Please ensure all your problems are registered with Insight Unity Technical Department.
11. To ensure that the Problem Solving Cycle as figure below is optimized to the shortest possible time, Insight Unity Technical Center will ensure that its services personnel are fully trained to identify diagnose and resolve problems during first attempt whenever possible.