![[Intel Navigation Header]](/CONTENT/PIX/HEADER.GIF)
Pay per Incident Support for Intel Legacy Products
Contents:
NOTE:
The program described in this document is applicable only in the U.S.
and Canada.
BUSINESS STATEMENT:
As part of an overall program called "Intel Support Services," which
provides value-added support for current products and continued support
for obsolete products, Intel is implementing a "pay per incident"
program on legacy products. This program is designed to allow you to
continue receiving support on products that have not shipped in at least
6 months. The purpose of the Pay Per Incident program is to align with
Intel's Support Services program and provide a means for Intel to
continue to provide support on non-current products.
Intel legacy products covered by the Pay Per Incident program are
Intel Above Boards
SatisFAXtion 100, 300, 350 modems
Intel Fax/Modems, stand-alone modem
PCMCIA and Wireless products
InBoard PC and InBoard AT
Snapin 386
Matched Memory SIMMs
SUPPORT OPTIONS:
You have two options for calling Intel's technical support:
Option 1:
You can call Intel using our 800 number at 1-800-404-2284 and pay by
credit card. The cost is $25 per incident, payable with Visa,
MasterCard or American Express. When you call the 800 number, you will
be routed to a menu where you choose the product you are calling about.
You will then be routed to a phone system that will ask for your credit
information. The information is validated and you will be transferred
to a queue to speak with the next available representative.
Option 2:
You can call Intel's 900 number at 1-900-555-5800. The cost is $2.50
per minute, with the first three minutes free. The charge will appear
on your monthly phone bill. When you call the 900 number, you will be
routed to a menu where you choose the product you are calling in on.
You are then transferred to a queue for the next available
representative.
RETURN POLICY:
The Intel return policy will remain the same. Any product that is
determined to be defective after troubleshooting, if still covered under
warranty, will be authorized for return. If an RMA (return merchadise
authorization) is issued, you will be not be charged for the cost of the
call.
INCIDENTS:
The program is Pay Per INCIDENT. For the purposes of this program, an
incident can be described as any call, or series of calls within a
24-hour period. For example, if you call for technical support and
during the course of the call are given a solution to try on your
computer, you have 24 hours to try the solution and call back. If you
call back after the 24 hours, you will be charged again.
SPARE PARTS:
Spare parts are replacement parts that are available to you for a small
fee. You can order replacement parts by calling 503-222-5393 and
placing an order with Visa, MasterCard or American Express. Or, you can
obtain the order form from Intel's World Wide Web site, ftp server,
CompuServe forum, Bulletin Board, or FaxBack service, and send in the
order form along with a check for the replacement part.
For Personal Conferencing products spare parts - Doc # 9023
For Memory and PC Accelerator products spare parts - Doc # 9020
For Communcation products spare parts - Doc # 9022
For Network products spare parts - Doc # 9021
For Mobile products spare parts - Doc # 3405
ONLINE SERVICES AND MESSAGING SUPPORT:
Online services will remain in effect as they are today. You can find
driver software and troubleshooting information on Intel's World Wide
Web site, ftp server, CompuServe forum, and BBS. Troubleshooting
documents are available on the Intel FaxBack system. Message areas on
the Intel CompuServe forum and BBS offer user-to-user conversations
about Intel products.
Q1 WHY IS INTEL IMPLEMENTING THIS PROGRAM?
The Pay Per Incident program ties in with Intel's new support program
called Intel Support Services, offering value-added support for current
products and continued support for obsolete products. The program
enables Intel to continue to provide quality support for products that
are no longer being sold.
Q2 WHAT IF MY BOARD (PRODUCT) IS DEFECTIVE?
If the board is defective and still under warranty, it will be
authorized for return and the cost of the call will be credited to you.
Q3 WHAT IF I JUST NEED TO GET A SPARE PART?
If all that is needed is a replacement part, the information will be
given to you for the spare parts program, and the cost of the call will
be credited to you.
Q4 MY PROBLEM WAS NOT RESOLVED, DO I STILL HAVE TO PAY?
Yes. Some problems are unresolvable due to system environments and
conflicts. The Pay Per Incident program charges will apply to the cost
of support that you received to diagnose the problem.
Q5 WHAT IF I'M A RESELLER?
The support policy applies to everyone. Resellers will have to use
either the 800#/credit card or the 900#.
Q6 WHAT IF I'M A CONTRACTOR WHO IS ON-SITE?
Contractors will be charged as end-users. Contractors will have to use
either the 800#/credit card or the 900#.
Q7 CAN YOU STORE MY CREDIT CARD NUMBER IN YOUR DATABASE SO I DON'T HAVE TO GIVE IT TO YOU EVERY TIME?
For security purposes, we do not store credit card numbers in our
database. You need to have your credit card number with you every time
you call to use the 800 number.
Q8 MY PHONE SYSTEM WON'T LET ME CALL A 900# AND I DON'T HAVE A CREDIT CARD, HOW CAN I GET SUPPORT?
You can check with your internal telephone support personnel and ask for
access to a specific 900 number for a specific period of time. Or you
can ask them to "unblock" the "900-555-XXXX" access, as 900 numbers with
this prefix are used ONLY for business purposes.
Trademark information