Customer Service > Overview

International Datacasting Corporation has acquired Tiernan products. If you are trying to reach Tiernan customer support, please call (858)-805-7000.

 

IDC's products and systems have a reputation for high quality and reliability. Backing them up is our trained team of customer support engineers. IDC offers different support options to meet the needs of each customer and system.

The customer support group performs all post sales support. This group maintains all the information regarding which products were sold to which clients, the system drawings and configuration information, as well as customer contact information.

Customer service web site

IDC provides a password protected website accessible to clients for product information and upgrades. Software upgrades can be downloaded from this site and installed in most products by the customer.

"Bug Tracking"

Anomalies or "bugs" can surface from time to time. IDC also has installed an innovative web-based system for reporting potential anomalies in products. Customers may use this system to report anomalies or they contact customer support to submit the anomaly report. These reports are reviewed by IDC's engineering group to determine if there is a "bug" to be fixed, or explain the anomaly and suggest an acceptable workaround.

Warranty Highlights and Support Options

IDC's standard warranty features:

• One-year warranty on defects in material and workmanship. Repair or replacement of products or defective parts.
• Warranty Repairs at IDC's Ottawa headquarters.

Live help, when you need it

In addition to standard warranty IDC offers two "Priority Support" Options, Priority 85 and Priority 247.

Priority 85 guarantees an immediate (within one hour) return phone call and personalized support during regular business hours on weekdays.

Priority 247 guarantees the same, immediate response, but any time at all – 24 hours a day, seven days a week, three 365 days a year.

For more details on the benefits of the warranty and priority support plans see the following chart:

Levels of Customer Support IDC's commitment	Basic warranty	Priority 85	Priority 247
Equipment returned for service. Best effort turnaround from receipt of product. Parts & labour included. Returns prepaid by customer:	x	x	x
Shipment of advance temporary replacement parts for critical equipment:			x
Electronic mail inquiries and responses:	x	x	x
Remote diagnostic service (RDS):		x	x
Critical system problem resolution, system engineering service:		x	x
On-site support (one visit on-site), if required (note: travel & living not covered):		x	x
Proactive change impact notification:		x	x
Return phone call within eight hours, Monday through Friday (8:30am to 5:00pm EST):	x
Return phone call within one hour, Monday through Friday (8:30am to 5:00pm EST):		x
Return phone call within one hour, 24 hours a day, seven days a week:			x