1. CUSTOMER SERVICE

2. TABLE OF CONTENTS Technical Support Services
“System” Problem Resolution Procedure
“PCB” Repair Procedure
Service Agreements
Master Software Agreement
QEI Hardware Agreement
ConfigWiz® Software Agreement
Server Hardware Agreement
“After Hours” Service Agreement
“Onsite” Support Agreement
Field Service
Training
Diagnostics
Patch Management
NERC Rider
Customer Service Workshops
Newsletter
New QEI Website
QEI Customer Service Team
Contact Information

3. TECHNICAL SUPPORT SERVICES
Help Desk
Service Contracts
Field Service
Training (factory, field, internet)

4. “SYSTEM” PROBLEM RESOLUTION PROCEDURE
Assign “Case” Number (computer generated)
- Brief Problem Description
- Assign Tech Support Specialist
Help Desk Personnel Identify Problem in Detail
- Immediate Resolution
- Seek QEI Specialized Support, if necessary
Immediate Resolution NOT Possible
- Assigned to most capable
- Customer follow-up during resolution period
- Issue Closed (resolution description archived)
CS Satisfaction Survey (Quarterly – 5 Customers)

5. “PCB” REPAIR PROCEDURE
QUICS / MCap / eCap
Contact Customer Service
- RMA Number Assigned
- Customer Contact Information
- Identify Board(s) & Description of Problem
Receive & Log PCB on Arrival (tracking begins)
FIFO Repair Priority, unless requested otherwise.
90-Day Repair Warranty
Unrepairable Board Replacement Discount when a QEI Hardware Service Agreement is in place.

6. SERVICE AGREEMENTS TDMS–Plus / QSCADA Software QEI Hardware
ConfigWiz Software
Server Hardware
“After Hours” Service
“Onsite” Support
Interactive Web Based Training
Diagnostics (Master Station)
NERC Rider (Master Station and RTU)

7. MASTER SOFTWARE AGREEMENT
Unlimited Telephone / Modem Support which includes:
- Database Assistance
- Configuration
- Troubleshooting Analysis
Bug Fixes As Required
Full System Upgrade Each Year which includes:
- All bug fixes available
- Application Enhancements
Patch Management Access

8. QEI HARDWARE AGREEMENT
Unlimited PCB Repair Service
Fixed Price
Next Day Service When Required (No Charge)
Discount On Unrepairable Boards

9. CONFIGWIZ® SOFTWARE AGREEMENT
Unlimited Technical Support
Unlimited File QA
Link Upgrades (Client & Server) as Required
ConfigWiz Upgrades as Required
Template Upgrades as Required
Patch Management

10. SERVER HARDWARE AGREEMENT
QEI Lead Coordinator (single point of contact)
8 X 5 Onsite Support
Fully Trained Support Technicians/Engineers
QEI Technical Lead on full-service restoration
Coverage Change, HP vs. QUEST/Service Express
- Coverage
- Stable pricing
- Obsolescence

11. “AFTER HOURS” SERVICE AGREEMENT
24/7 Available Technical Support
Guaranteed One (1) Hour Telephone Response Time
Guaranteed Three (3) Hour Remote Connection (if required)
Includes Weekends & Holidays
$1,955 Registration Fee (min. one-hour charge)

12. FIELD SERVICE Onsite Technical Support - Startup/Cutover
- Configuration (Control Room & Substation)
- Networking Assistance
- Communication
- Database
Depth of Resources & Availability
- Short Notice
Evenings
Weekends

13. TRAINING Factory - Prescheduled - Reduced Cost Onsite - Standard
- Customized
Internet (GoToMeeting)
- Scheduled at your convenience
- Unlimited Single User participants
National User Group Meeting
- Special Once-a-year Courses
Consultants Train for FREE

14. DIAGNOSTICS Master Station Total System Analysis
Overall System Health Reviewed includes Database, Configuration and Communications
Written Diagnostic Report includes findings and recommendations
System Analysis performed twice per year
$1,000 per year includes two system analysis sessions with accompanying Diagnostic Report.

15. PATCH MANAGEMENT Cloud based environment with SSA16 level security
Authorized customers are provided access based on their service agreements
Customers with access receive automated messages upon changes
Once alerted the customer logs in, reviews and updates their systems as needed

16. PATCH MANAGEMENT SITE (Box.com)

17. NERC RIDER
Must be enrolled in a Software Agreement (ConfigWiz® and/or TDMS-Plus/QSCADA)
Protected Patch Management Access
Additional Cost :
- RTU - $2,500
- Master - $5,000

18. CUSTOMER SERVICE WORKSHOPS
Customer Service workshops focus on QEI products/applications along with issues encountered and practical solutions. The workshops are offered FREE of charge to QEI customers enrolled in the Service Agreement Program.
Below is a list of the upcoming workshops:
Master Station DATE/TIME
ODA Management September 16, 2019/10AM-11AM Master Station System Maintenance November 18, 2019/10AM-11AM
Remote Terminal Unit (RTU) DATE/TIME
RTU Port Comms(Serial vs. Ethernet) October 14, 2019/10AM-11AM MicroPAQ (New Product Information) December 16, 2019/10AM-11AM

19. NEWSLETTER New Product and Service Announcements
Helpful Hints for navigating through the Master Station and RTU hardware and software
Q-Tips (“How To” tips from our experienced field service engineers)
Important Reminders for maintaining your system equipment and software
Published Quarterly

20. NEW QEI WEBSITE WWW.QEIINC.COM Full list of Products & Services
Documentation & Manuals
Company & Customer Service Newsletters
Customer Portal

21. QEI CUSTOMER SERVICE TEAM
ADAM BURTENSHAW
AARON FLYTE
GAIL SHAW
CHARLES FRY
ALBERT ABONGWA

22. CONTACT INFORMATION
Christopher Falkiewicz Customer Service Manager P: F: