e.POWER Customer Support
The mission of the e.POWER Customer Support & Education (CSE) team is to increase the level of customer satisfaction:
- By providing world-class maintenance for e.POWER, related products, and related solutions; and
- By delivering value-added customer services and premier educational services to our business solution partners and customers.
The CSE primary support staff delivers responsive telephone support to our business solutions partners and customers worldwide.
Basic maintenance service is available to all e.POWER customers with valid maintenance agreements or to federal customers who order maintenance from the heritage GSA schedule. In addition to access to the e.POWER Customer Care center for the submission and status of submitted Service Incident Reports (SIRs), product maintenance provides users with new releases and updates to e.POWER products. Customers are encouraged to submit SIRs online 24 hours a day, 7 days a week. Call center telephone access to respond to these submissions is available from 8 am to 5 pm EST within the Continental United States (CONUS), Monday through Friday.
In addition to maintenance on e.POWER products, customers may add third-party software and hardware to the their maintenance agreements. Third-party software maintenance includes the reporting of bugs or defects in the third-party software to the original vendor and supplying new versions and releases of third-party software to the customer as these new versions and releases are available, provided that this service is provided by the third-party vendor.
Third-party hardware maintenance services provided are those which are necessary to return the covered equipment to good operating condition. This may include new or equivalent used replacement parts for the covered equipment as a result of normal use. Hardware maintenance is remedial maintenance, which is the repair of equipment malfunctions. Preventive maintenance, which is the routine check-up in which moving parts are inspected and lubricated, dust is removed, parts that normally deteriorate quickly are checked and replaced, and so on, is not part of the standard maintenance agreement. However, Northrop Grumman may agree to perform preventive maintenance for a customer for an additional fee.
Basic maintenance agreements may also be augmented by Help Desk or other labor service support (see Professional Services).