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Need support and have an existing EnableCARE Support Contract?
If so, please use our EnableCARE Contact Form!
Need assistance on a new project, solution upgrade or add-on?
If so, please Contact Us!
If your company does not yet have EnableCARE Support Contract or you would like further information, please read on…
Enablecore can provide support for any solution or product that it has originally provisioned and/or implemented, typically up to 3 prior versions and/or 5 years since original deployment.
Enablecore can also certify a new clients solution for continuing support, via an EnableCARE Support Contract, after any qualifying reimplementation or upgrade project.
Enablecore provides support in the following technology areas:
Feature | Non-Contract | EnableCARE |
Response Priority | X | Yes |
Response Time | 24 hrs | 4 hrs |
Minimum Incident Time | 1 hour | 15 min |
Contacts | Reseller | Reseller, Client, 3rd Party IT |
Toll Free Access | X | Yes |
Schedule After Hr | X | Yes |
Training | $ | Included |
Support Call | Regular Service Rate | Discounted |
An EnableCARE Support Contract provides for priority, ad-hoc support and training on existing implementations. An EnableCARE Support Contract is ‘not’ a pre-purchase of Professional Service Hours and does not cover add-on installs, re-implementations, upgrades or development.
Any Solution or Product originally provisioned and/or implemented by Enablecore, is eligible to be included on an EnableCARE Support Contract. If a solution or product was not originally provisioned or implemented by Enablecore but was subsequently reinstalled, upgraded and/or reimplemented by Enablecore it would also eligible to be covered on an EnableCARE Support Contract. To be eligible to be include a Enablecore software product on an EnableCARE Support Contract, the software needs to also be covered by a Software Assurance (SA) contract. This requirement allows Enablecore to update the software during regular support efforts.
Non-contract Clients should contact their Resellers for support and/or can receive Support from Enablecore at our prevailing Professional Service fees.
Support Contracts are available to purchase for a 1yr period and will co-terminate on a clients Software Assurance Contract expiry date.
Each support contract will have an explicit set number of ‘Incident Hours’, 10, 20, 50, with no rollover to the next year.
Consumption of support hours is recorded in 15 min increments, whereas non-contract clients will require a 1hr minimum.
Designated client contacts or their Resellers and/or 3rd-party IT may contact Enablecore directly via Email, Toll Free telephone within North America, or Skype.
Enablecore regularly provisions its support effort in tandem with the clients Resellers ‘Technical Services Resources’ so as to provide the most targeted and immediate response possible.
Enablecore provides a ‘PRIORITY’ response to EnableCARE clients, and strives to provide a 4hr response time within normal ‘Pacific Time’ business hours. Enablecore can also provide support after-hours on a best-effort basis and can be scheduled for on-call coverage to support a client physical inventory and/or upgrade, etc. Enablecore regularly provides support for International clients where possible in their local daily business hours.
Enablecore uses SOS Splashtop sessions to remote into their clients environment to provision diagnosis and support, or will use a client-supplied RDP or Connectwise session.
Software Assurance (SA) is a contract between Enablecore and the Client that grants the Client access to all newer Versions and minor Releases of their purchased software licenses, until the SA Contract Expiry Date. SA is 21% of the MSRP (Manufacturers Suggested Retail Price) of the purchased software license(s). The Client will not have any access to newer Versions and/or minor Releases after the SA Contract Expiry Date.
SA is ‘not’ a Support Contract. Enablecore may however, at its discretion, accept a Support Call to determine the underlying cause of any Client Issue. Where the Issue is determined to be caused by a software bug or error, Enablecore will fix and support the client to resolution. If the root cause or solution requires additional training and/or solution configuration, Enablecore can provide Professional Services to resolve the Client Issue, either directly or as a subcontractor to the Reseller.
Upon or Prior to SA Contract Expiry Date, the Client can renew their SA Contract by contacting Enablecore or their Reseller. The Reseller can arrange the Renewal with our joint client or have Enablecore contact and arrange the Renewal with the client directly.
If a Client is late on renewing their SA Contract, a Late Fee of 25% of the SA Contract may be applied, and any subsequent renewal will be back dated to their original SA Contract Expiry Date. At some point it is more advantagous for the Client to purchase an Upgrade at 50% of the MSRP. From time to time, Enablecore may at its discretion offer ‘Catch-up’ or ‘Amnesty’ offers that allow Clients to get back on SA at less than the Upgrade cost.
Clients, outside of an SA Contract, can receive Upgrades at 50% of the current MSRP when the new Software is placed on SA.
Where a Client has valid Software Licenses for Discontinued Software, Enablecore provides a 50% credit towards the MSRP of an equivalent Software License when the new Software is placed on a new SA Contract.
If a Client wishes to convert an existing Software Licence, and, if the license is on a current SA contract, Enablecore will extend a 50% credit towards the MSRP of the new Software License. License conversions of Portable App Keys is at no cost for clients on SA.
Purchasing industrial mobile computers and printers is an investment for your business and you rely on them to have a very high availability to support your operations.
Enablecore resells Zebras ‘OneCare Maintenance’ contracts and virtually all of its clients will elect to purchase a 3 or 5 year contract at the ‘Essential’ level of service, providing for 3 day repair depot turnaround. Enablecore provides those contracts with the ‘Comprehensive’ option that allows Zebra to inspect the device upon any repair event and also fix non-reported issues, typically to screen, battery covers, keyboards, printheads, etc.
For clients with an EnableCARE Contract, Enablecore will provide issue diagnostics to confirm that the device does in fact require an RMA vs an issue resolution. Often Enablecore can resolve an issue with a firmware reflash or driver reinstallation, etc.
If the clients device does require an RMA, Enablecore will facilitate this for the client via access to Zebras online portal and interact with Zebra technicians on your behalf.
Zebra Support links with popular devices
Zebra Online Repair Portal – for clients with a OneCare Contract
Seagull provides robust online Support resources that a client can leverage for both training and many ‘how-to’ issues. As ‘product marking’ and labeling directly supports operational continuity, going beyond free support resources and having priority access to issue resolution both via Product Maintenance and Support may be critical to your business.
To support clients, Enablecore resells Seagull Scientifics ‘Maintenance and Support’ contracts, typically at the ‘Standard’ level, providing clients access to both major version and release updates within the contract period.
Seagull quite actively publishes updates responding to both new features and issue resolution several times per year.
BarTender Release Notes – BarTender Support Portal (seagullscientific.com)
In addition to the availability of product updates, being ‘on-contract’ provides both the client and Enablecore (on behalf of the client) to contact Seagull for priority support.
We invite you to contact Enablecore to obtain an ‘Maintenance and Support Contract’ quote and/or any Seagull Bartender upgrade, printer license add-on, or reimplementation. Seagull licenses can be a bit complicated due to the age of the license, your purchased Edition and number of printers. For this reason, Enablecore would require a clients ‘PKC Product Key Code’ or ‘Support Number’ to reliably provide a quote.
Enablecore resells Datalogic ‘EaseOfCare’ contracts, typically for its rugged scanners and mobile devices and for a 2-day turnaround with the ‘Comprehensive’ option.
For clients with an EnableCARE Contract, Enablecore will provide issue diagnostics to confirm that the device does in fact require an RMA vs an issue resolution. Often Enablecore can resolve an issue with a firmware reflash or driver reinstallation, etc.
If the clients device does require an RMA, Enablecore will facilitate this for the client via access to Datalogics online portal and interact with Datalogic technicians on your behalf.
Support Resources
Manuals and Technical Documents
Datalogic Online Repair Portal
Client Login – for clients with EaseOfCare Contracts
We invite you to contact us today to discuss how Enablecore can ‘enable’ your organization’s operational processes.
Leading and provisioning strategic IT projects for inventory-based enterprises.
800-15355 24 Ave, Suite 227, Surrey, BC, V4A 5A4
1-604-270-1020
info@enablecore.com