Reliable & Complete Technical Support Service
Helios Technologies has a well-trained technical service team to provide systematic tailored solutions and give quick response, offering a highly efficient process by telephone or on-site. The Helios Team, along with our Regional Partners, possess a broad range of skills and wireless experience enabling customers to maximize their investment in Helios Products.
Once the data collection is complete, Helios engineers perform a detailed analysis and determine the design requirements.
The Helios Team, along with our Regional Partners, assists customers in solution design, site survey, installation & commissioning, training and supporting Helios Wireless Solutions.
Some of Helios Services include monitoring, remote problem correction, replacements parts, on-site repairs and other critical functions.
Many of our Regional Partners offer extensive & experienced engineering skills to provide comprehensive wireless network survey services for customers.
After analyzing survey data report, our Regional Partners will focus on understanding and communicating the precise requirements of customers to the Helios TEAM, who develops final solutions that are practical, technical and cost-effective after customers’ approval.
INSTALLATION AND COMMISSIONING
Our Team, along with our Regional Partners, provides field support services on Helios Equipment, installation and verification support on commissioning and proper operation of the systems. Our Engineers have extensive troubleshooting and commissioning expertise to solve any possible performance problem to make the systems work at optimized status, which can assist customers to finish engineering acceptance.
Utilizing the Helios Network Management System (NMS) can maintain your system with a variety of monitoring and support services.
Helios Technologies has telephone and email support service designed to ensure our customers always access to highly qualified engineers who are able to advise on the configuration or support of our products.
If there are any improvement in functions or feature of Helios products, Helios will provide professional and smooth software upgrade process through telephone, email and remote support to satisfy the expectation of our customer.
REPLACE & REPAIR
Helios provide rapid product/spare parts replacement and repair service, enabling our customers to maintain their coverage system at high availability and cost-effective level. During installation and commissioning, Helios offers any replacement of spare parts or equipment, software modification and necessary tools caused by the defect of system design, product manufacturing and installation. The repair service should be evaluated to judge repair or replacement.
In addition to offering a standard set of services, our team can tailor a support package to an individual project or customer need whether it is for a complete “turnkey” service or the provision of a simple training course.
Training courses are available to enable our customers to design, install, set parameter, operate and maintain their own systems, which can be tailored to meet operators’ or individual circumstances.
- Helios warrants that the products provided by Helios are free from defects in materials or workmanship under normal use during the Warranty Period
- The Warranty Period is 24 months after shipment date
- Helios products and spare parts are manufactured using new materials or equivalent to new in performance and reliability
- During the warranty period, Helios will provide free-of-charge repair or replace service for any defective Product, except when deemed caused by improper use.
- During the warranty period, Helios will give 7×24 technical support without charge. See the Contact Page for details.
- After the Warrantee Period, the cost of repair, replacement and technical support will be mutually negotiated.
RMA: Return Material Authorization
For the return of faulty or detective products, please request a copy of our detailed RMA Procedure, or ask Helios’ local Distributors or Partners for support:
Please email to [email protected] to obtain the RMA form and RMA number.
Request Support before sale, during sale and after sale service.
For any questions, suggestions or assistance with our products, please contact our Support Team.
- Email: [email protected]
- See Contact Page for Phone Numbers
In order to improve service and work efficiency of all support requests, please kindly provide the following detailed information. Helios will assign the correct personnel to contact you within 1 business day.
- Product Model No. (If you have already purchased Helios products, please provide Model Number, Serial Number, Firmware version (if known) and diagnostic file (if known)
- Description of the application and the network diagram, along with the detailed description of the problem you met.
4F, Helios Building, No.12 Xiangyue Road, Toch Hi-Tech Industrial Zone, Xiangan District, Xiamen, P.R. China 361100
Call us: +86-592-5785219
Email: [email protected]