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Field Maintenance Program for Kubik CDR240-M CD-ROM Jukebox
Our customer's data integrity and uptime are our primary concern.
Introduction
Advanced Mechatronic Services provides an array of products and services for users of high-capacity mass storage autochanging (jukeboxes) devices. These products and services include sales, repair, engineering support services, service management, system integration, software development and consulting services.
Advanced Mechatronic Services has teamed with Kubik Enterprises, designers and manufacturers of the Kubik CDR240-M CD-ROM jukebox, to offer the industry's best possible hardware support services. Our vast experience in the field support arena combined with jukebox design experience allow us to offer unparalleled hardware support.
AMS personnel understand that in this age of smaller, faster, and more powerful computers, data is being created at an exponential rate. Because this data is "mission critical" it is imperative that its integrity is maintained and that it can be reliably accessed when needed.
Our People
Our technical staff has extensive experience in all aspects of computer operations, and we approach mass storage device support from a "total system" point-of-view. In 1987, our engineers delivered the industry's first transparent Exabyte 8mm drives for DEC and Sun platforms. We later developed the industry's first 8mm autochanger (jukebox) and some of the world's most complex configurations. We have attached 8mm, 4mm, magneto-optical, CD-ROM and associated autochangers to all popular platforms.
Our Services
AMS provides sales, repair, field service, service management, engineering support services, systems integration, software development and consulting services. A variety of service options are available to our customers to ensure the right fit for their requirements. These options may be tailored to support the needs of customers working with mass storage devices at any level.
Our Commitment
Because we understand the customer's requirement for maximum uptime and share their concern for maintaining the integrity of their data, we provide quality services and sell only fully tested field proven products.
Field Hardware Maintenance Offerings
AMS offers two levels of Field Maintenance support that are tailored to the customer's requirements. Field maintenance is delivered by trained AMS contractors in major metropolitan areas throughout the U.S. All service requests are received, screened and logged in AMS' problem database where they will be analyzed for trends and/or potential problem areas. The request is immediately dispatched the technician/branch office near the requesting site. The technician will arrive on site with the right part to correct the problem. Under certain conditions, parts will be kept on site and replenished as necessary.
- Level One
- Level One full service maintenance provides for a variety of on-site service packages with "call windows" for 8, 12, 16 or 24 hours a day with 4 or 8 hour response. Service is available Monday thru Friday and Saturday and/or Sunday. Under Level One service, labor within the call window is provided at no additional charge and all spare parts are provided, tracked, shipped and configured with the correct revision of microcode and/or ECN for the attached host computer. All technical support is provided at no additional charge.
- Level Two
- Level Two provides telephone technical support and spare parts to customers with in-house technical staff with an interest in maintaining their own hardware. Personnel maintaining the hardware must attend AMS training and certification at the customer's expense. This service offers a 1 hour turnaround on calls (typically within 15 minutes) with a technical support specialist with expertise on the requested hardware device. All spare parts are provided, tracked, shipped and configured with the correct revision of microcode and/or ECN for the attached host computer. All technical support is provided at no additional charge.
The AMS Advantage
- Quick Turnaround
- Customized Service Programs
- Customer selects plan that is best for their application
- Autochanger hardware design expertise
- Our engineers are familiar with the failure mode of autochanging devices and are constantly making suggestions to the manufacturer to enhance reliability and maintainability
- Expertise in integration
- Our engineers have attached high-capacity autochangers to a variety of platforms and are familiar with DOS, OS/2, Netware, Unix and DEC VMS
- All spares undergo extensive testing/exercising prior to shipment
- All parts are tested on our in-house test-beds under our own "Flogger-ciser" stress-test package
- All parts are configured for the platform that they will be attached to
- Different platform drivers have different requirements for jumpers, etch cuts, and firmware. AMS has a continuing program to verify/qualify new versions of microcode to insure that the manufacturers new "fix" didn't break something
Customer Satisfaction
Customer satisfaction is achieved by providing well-trained personnel that understand the customer's application and appreciate their requirement for uptime. Our personnel are required to understand the customer's application as well as the hardware. This knowledge coupled with our expertise in mechatronics yields a satisfied customer.
How to obtain maintenance
Contact contract administration at:
Advanced Mechatronic Services, Inc.
5610 Guhn Rd, Suite 100 * Houston, TX 77040 USA
voice: 713-460-5544 * fax: 713-460-5651
sales@mechatronics.com
Maintenance agreements for the Kubik CDR-240M are between AMS and the Alliance Partner or AMS and the end user. All contracts are billed monthly, quarterly or annually in advance.
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