Our solution comes with a comprehensive level of support.
At ISONAS, we are committed to providing customers with complete peace of mind. Technical support is available to our certified integrator partners. This certified network is the best resource to provide the most complete and comprehensive support for your system. With the support from your integrator partner and the purchase of an ISONAS extended hardware warranty on your products allows you to protect your investment for years to come. In the event you need support remotely we can assist. Our annual support agreement ensures you have access to tech support and allows you to experience direct support from our technical support team.
What does the Support Agreement provide?
Single Case Support: Our one-time support agreement provides technical support for a single case/issue. Our support team will remote into your system and work to trouble shoot your issues.
Annual Support: Our annual support agreement provides technical support for a single site for a full year. Whether you have a question about adding new people or questions on connecting to new readers our technical support team will remote in and assist.
What is the Extended Warranty for Hardware Components
After the initial 12-month hardware warranty expires, this extends protection to cover components, free of charge, that are defective for reasons other than miss-use, installation damage or natural disaster.
What products are eligible for Annual Support and Extended Warranty?
- PowerNet™ RC-03
- PowerNet™ IP Bridge
- DBCrystal Matrix v. 20.00 and newer*
- EasyWeb 2015*
- Pure Access
*Annual Support Only
Do I get an added benefit if I purchase the extended warranty with my initial installation and purchase of ISONAS hardware?
Extended warranty is only available at the time of purchase and is not renewable. Extended hardware warranty is available for one, two, three or five years after the initial manufacturer warranty period.
I bought my readers at different times. Do I get credit for warranty remaining on some of my readers?
No, extended warranty begins at the time of purchase of your hardware. Hardware on a site can have different warranty dates.
Can I purchase Service without Extended Warranty, or Warranty without Service?
Yes, you can purchase and annual support agreement without an extended warranty on your hardware and vice versa. If during trouble shooting, the hardware product is deemed the issue and, the product is out of warranty, the replacement is your responsibility.
Is the Extended Warranty for all readers on my system?
The extended warranty must be purchased for all readers on a particular access control system, and cannot be purchased for one reader of part of a system.
When does the annual support period begin?
The annual support begins at the time the service is purchased
What is the original ISONAS factory warranty?
ISONAS products have a factory warranty protecting against defects in materials and workmanship for 12 months from the date of original purchase.
What are ISONAS technical support hours?
ISONAS technical support is available 7:00a to 5:00p MTN time, Monday – Friday
Does ISONAS charge integrators and resellers for technical support?
No. Certified integrators ISONAS products receive technical support at no charge.
What is not covered by the Support Agreement and Extended Warranty plan?
Hardware and/or software connected to ISONAS products that are not manufactured by ISONAS, any wiring or networking equipment, and any computer or other hosting device not manufactured by ISONAS is not covered under the extended warranty or support agreements.