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Support

Westek Technology firmly believes that high quality customer care throughout the company is the key to business success.

Westek is committed to the very best in Customer Service. All of our engineers are trained in all aspects of our product and are committed to customer satisfaction.


Customer Support Services

Westek offer the full spectrum of support services from customised chassis design and manufacture, software support, hardware support and system monitoring. All Support Services are managed and monitored centrally to ensure high level of customer service and satisfaction. Full escalation procedures are defined to ensure Service Level Agreements are delivered to ensure the smooth running of your business.

Westek have many years experience in supporting small, medium and large customer systems based on a wide variety of Operating Systems allowing us to address a wide range of computing problems within a single support team.

System Support Services

Westek have a dedicated team of engineers fully trained and equipped to repair, upgrade and maintain Westek equipment. Along with partner support companies Westek offer on site support covering the UK and many parts of Europe.

Hardware support contracts range from extended return to base warranties through to emergency on site services.
  • 4 Hour response on site service, Monday to Friday 9am to 5.30pm, excluding national holidays.

  • 8 Hour response on site service, Monday to Friday 9am to 5.30pm, excluding national holidays.

  • 24-7 emergency on site service, 8 hour response

  • 24-7 emergency on site service, 4 hour response

Westek maintains emergency spare parts in different locations around the UK to ensure that your chosen level of on site support service is delivered. Our out of normal office hour support services provides contact with a Westek engineer to respond to your request for support on a 24-7 basis.


Warranty
Westek's own manufactured products carry a warranty against manufacturing defects for a period of two years. The warranty and support period may be extended at the time of purchase by taking out one of Westek's extended warranty support agreements. Our warranty is a return to base warranty and this can be upgraded to an on site service using one of our service options detailed above.

For more details please refer to our standard warranty and returns documentation


Helpdesk

Westek provides free helpdesk support to its customers for products within the warranty period. Customers may contact our helpdesk by telephone (from 8.30am to 5.30pm on working days) or by email. Your request for assistance will be logged onto our database and tracked to ensure that your enquiry is dealt with efficiently and is automatically escalated if it remains unresolved for any length of time.

Contact details are provided to all our customers at the time of purchase.