Telestar Technical Support Center
Besides excelling in traditional hardware troubleshooting, repair and service both through remote diagnostics and onsite service, Telestar also provides the most important service of all: one call for all video issues. Whether it be through local access, long-distance service or a network in Beijing, Telestar handles the entire process from start to finish to the client's specifications.
When a client places an order for the 384 program the following occurs:
Day 1: Network Ordering
Day 10 to 45: Cabling and Installation of the Equipment
First, Telestar interfaces with the local carrier for each site to arrange installation of the appropriate number of BRI lines, if required, or PRI circuits from the client's carrier of choice. Once installation of the circuits is complete, the unit is shipped to the client site where it is met by a technician. Telestar provides cabling from the demarcation point to the planned location of the video equipment (up to 250 feet) at no additional charge. The unit is installed and tested with approval given by the client, at that time.
Installation Date: Training<BR.
During the installation process, the client's local representative is trained on how to make an initial call. The Telestar Training Center numbers are pre-programmed into the client's calling directory. The push of two buttons connects a client to the Training Center for immediate and ongoing video training at any time, 8am to 5pm CST.
New users can access the Telestar Training Center at any time during the term of the agreement to learn how to best utilize their equipment and peripherals by video.
During the term of the agreement, a client need only call Telestar for support and service on all aspects of their video conferencing system. This includes both local and long-distance access. There is no need for a client to interface with their network providers during the term of a service agreement with Telestar. Service and support is available via audio and video calls 24 hours per day, seven days per week, 365 days per year.
Online diagnostics of the equipment allow Telestar technical personnel to determine the source of most problems. If it is determined that there is a malfunction of the hardware, a replacement codec and camera is sent by FEDEX directly to the client for client installation. Installation is simple, much easier than a VCR. The unit arrives pre-programmed with a client's SPID numbers and the directory access for the Telestar Tech and Training Center.
The client returns the defective codec and camera to Telestar in the shipping container provided by Telestar by collect freight. If the problem is still not resolved, Telestar will provide a technician onsite for diagnosis and repair. A next day onsite service agreement and four hour response time service are available at additional cost in certain cities, but the reliability of the equipment makes the need for this extremely low.
Service for various brands of equipment is provided directly by Telestar for clients throughout the U.S. and in select foreign countries. Installation and service of TANDBERG equipment in Europe is handled directly by TANDBERG. Installations in other countries are either handled by TANDBERG or through their affiliates in key cities. Olivetti and Ericsson provide backup service and support in various countries as well. In any case, a Telestar client interfaces only with Telestar. Telestar deals with the appropriate service organization to provide seamless service and support worldwide.
Accessories are available at additional costs
Contracts are for 36 or 60 months and custom quotes are also available.
60-month rate for units in major foreign countries is $484 per month, plus local taxes, duties, customs and network installation costs.
This offer is subject to credit approval and availability of network and equipment.
Customer pays freight of $587 per unit in 48 states, actual freight elsewhere.
Customer terms on all payments are 1% 10 days, Net 30 days.
Bills unpaid after 30 days are cause for termination of service without notice.
Reconnection fee is $189 per site.
The Telestar 384 program is designed to eliminate ALL of the headaches of video conferencing.