Cordell Inc. has been commited to quality service for the past 30 years. Our goal in
Customer Service is to give our customers immediate access to knowledgeable personnel
who can assist with technical support, training, and repairs at a cost that returns more
value to you than the price paid for the assistance. We take pride in being an American
company with a full-time staff of telecommunications experts that are intimate with your
operations, your environment, and your Cordell products.
Policy changes for 2009
Cordell Service responsibilities
7/24 Support options
Product Warranty
Extended Service Plans
Training Policy
Configuration assistance
Documentation
Frequently Asked Questions
Customer Account login
Policy changes for 2009
Extended Service Contracts are offered to Users of Network Surveillance CiNAS, eTraffic
Solutions, Billing Verification Systems and EWSD solutions.
Cordell Inc.'s 2009 Customer Service Policy
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Cordell Service responsibilities
Cordell is responsible for providing technical support for calls received during normal
business hours 7:00 AM through 5:00 PM, Pacific Standard Time, Monday through Friday. Cordell's
Customer Service is closed on New Years Day, Memorial Day, Independence Day, Labor Day, two
days at Thanksgiving (Thursday and Friday), and Christmas Day.
Technical phone support focuses on the operation of Cordell systems. This includes, but
is not limited to, trouble shooting, advice, analysis, and limited training support. This
assistance is not intended for problem solving or analysis beyond the scope of Cordell
systems.
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7/24 Support options
Technical phone support for after hours, seven day, 24 hour call outs are available with certain restrictions for use.
Users are requested to follow the guidelines listed in the Cordell Customer Service Policy Year 2009 booklet.
The purpose of the 24 hour call policy is to provide remote technical assistance in the event of a major service
interruption or outage caused by the Cordell equipment during non-business hours. The 7 x 24 service support from
Cordell personnel is limited by phone for remote analysis, problem solving, configuration, and consulting. Cordell
will respond for after hours emergency on site assistance and charge on a time and expense basis.
After hours calls are limited to Users with Cordell CiNAS, eTraffic Solutions, Billing Verification, and CIM for
EWSD Systems.
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Product Warranty
Cordell warrants that all hardware shall be substantially free and clear from defects in material and workmanship and
will substantially comply with the specifications in the user documentation relating to such hardware for a period of
one year (12 months) commencing from date of installation.
Warranty coverage does not include on site assistance from Cordell personnel. Costs for on site visits are normally
billed on a time and expense basis. Each request for on site help is handled on a per case basis at the discretion of
the Service Manager in charge of the problem. A purchase order is requested in advance of any agreed visits.
Factory Warranty for new Accessories:
Cordell warrants that Accessories shall be substantially free and clear from defects in material and workmanship for a
period of one year (12 months) commencing from date of installation.
Factory Warranty for Software:
Cordell warrants that Cordell software and OEM licensed software with the Cordell Hardware Product will work
substantially as described in the applicable user documentation for the duration of the Factory Warranty period. This
warranty does not apply to software identified as third party software or otherwise identified as being furnished "AS
IS" condition. There shall be no warranty or liability for any software, which has been modified by Purchaser, its
customers, or any other party not under the control of Cordell.
Warranty for Replacement Parts:
Cordell warrants that any replacement part for Hardware or Accessories, or repairs performed to them during the
original warranty period, shall be substantially free and clear from defects in material and workmanship for a period of
90 days from delivery or upon termination of the warranty period of the original item, whichever is longer.
Exclusions:
The warranties, listed herein, shall not apply to any item which has been subjected to accident, neglect, misuse,
negligence in transportation or handling, incorrect connections to power supply, failure of electric power, air
conditioning, humidity control, causes beyond Cordell's control, or if the item was not properly maintained during the
warranty period. There shall be no warranty or liability for any item, which has been altered in any way or modified by
Purchaser, or any other party not under the control of Cordell.
Limitation of Remedy and Liability:
THE WARRANTIES SET FORTH ABOVE ARE IN LIEU OF ALL OTHER WARRANTIES OR REMEDIES, EXPRESSED OR IMPLIED. ALL OTHER
GUARANTEES, WARRANTIES AND REPRESENTATIONS, WHETHER ARISING UNDER STATUTE, COMMON LAW, COMMERCIAL USAGE OR OTHERWISE,
INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE HEREBY EXCLUDED. THE
LIABILITY OF CORDELL FOR DAMAGES FROM ANY CAUSE OF ACTION WHATSOEVER REGARDLESS OF THE FORM OF ACTION, WHETHER IN
CONTRACT OR TORT, INCLUDING NEGLIGENCE, SHALL NOT EXCEED THE PRICE PAID BY PURCHASER FOR THE AFFECTED PRODUCT(S). IN NO
EVENT SHALL CORDELL BE LIABLE FOR LOST PROFITS OR INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES.
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Extended Service Plans
Eligible Equipment
CiNAS, eTraffic, Billing Verification, and CIM for EWSD Solutions
Extended Service contracts are offered to Users on a per case basis developed in a collaborative effort with a goal to
meet the needs and expectations of the individual customer. Contracts are intended to offer a value of insurance and
support of hardware and software upgrades after the Factory Warranty has expired.
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Configuration assistance
New customers of the ISD4000 get two hours of configuration assistance included. CiNAS, eTraffic, Billing Verification,
and CIM for EWSD customers get configuration assistance included based on each maintenance contract.
Addidtional assistance is provided by telephone for the life of the product. Configuration assistance requested
beyond the scope of telephone support is provided on a time and materials basis as outlined in our
Customer Service Policy.
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Documentation
This link to our documentation archive is provided as a service to our Customers.
If you don't have a password please call or e-mail us to get one.
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Frequently Asked Questions
This link to our FAQ archive is provided as a service to our Customers.
If you don't have a password please call or e-mail us to get one.
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