Our focus is your success. There’s no better way to protect and extend your software and hardware investment than with a eData Collectors’ Business Care support. We deliver value to your organization by helping you reduce the time, resources, effort, and cost of operating your eData Collectors’ solution.
As trusted advisors, eData Collectors’ takes the time to get to know you and your organization’s requirements. We never stop looking for ways to improve the use of your software and hardware. We’ll help you understand how your customized solution improves business efficiencies, electronic audit trails and daily compliance. We hope you to learn from every interaction with us and benefit from user-driven product enhancements that keep you competitive.
Solutions Account Managers (SAM)
eData Collectors Solutions Account Managers (SAM) are seasoned professionals with both broad and deep experience in the business world and various industries. The SAM acts as the single point of contact and customer advocate within eData Collectors and is focused on building and maintaining a deep understanding of the customer business requirements.
The SAM is responsible for the quality of products delivered by eData Collectors, and works closely with the customer to ensure that such implementations are correctly aligned with the customer needs.
SAM’s responsibility is to ensure accelerated resolution of support issues should they arise. Should there be a situation where remedial action is required, the SAM works closely with the customer, and liaises with other eData Collector Team members to ensure that appropriate resources are engaged. The team also manages technical escalations within eData Collector on behalf of the client.
Account & Program Management
Through regular dialogues, the Solutions Account Manager (SAM) has the opportunity to better understand the client’s organization requirements (i.e. workflow, legacy applications, reporting requirements, networking and security environment). This concurrent information greatly facilitates more focused and effective support from SAM and eData Collectors’ support Team with whom the client’s information is shared.
The customer is also kept informed of eData Collectors’ new product and services, providing the necessary information for dialogues that may influence future developments and enhancements that help drive customized strategic deployment projects. Such projects may then be coordinated between eData Collectors and the client by the SAM.
eData Collectors’ and Professional Solutions Offering Customer satisfaction and responsiveness is eData Collectors’ number one priority. With eData Collectors’ support, clients can be assured that their eData Collectors’ products are performing optimally.
Additionally, eData Collectors’ Professional Services can be engaged for projects that are large in scope, initial deployments and critical deadlines.
eData Collectors’ 24X7 Comprehensive Support
Customers who need round-the-clock access to mission critical support will find the 24×7 Comprehensive Support meets their requirements. 24×7 includes telephone support, at any time day or night, 24×7 by calling (888) 219-9098. eData Collectors includes an advanced hardware replacement Return Material Authorization (RMA) benefit so that customers can sustain high levels of availability.
eData Collectors’ 8×5 Enhanced Support
Ideal for customers looking for written communication, eData Collectors Care 8×5 Enhanced Support offering includes access to support services via the customer support web portal. This option will allow customers to have fast and easy written access to the technical answers they require. Additionally, 8×5 Enhanced Hardware Support includes return and replace with three (3) days turnaround. The process for obtaining support is easy – just call us 24×7 at (888) 219-9098 to receive immediate support.
eData Collectors’ Premium Support
eData Collectors’ Premium Support Services focus on several specific areas to enhance the value you receive: Proactive, Continuous Improvement and Collaboration. Our premium support delivers proactive service activity, dedicated support engineers and on-site maintenance visits. Our objective is to identify and eliminate issues before the problems arise, determine how to prevent a re-occurrence, and collaborate with our client to build a long-term relationship that ultimately delivers a more effective and efficient support experience.
Our services are offered in addition to and not bound to the conditions of any maintenance contract that are applied to hardware and/or software of eData Collectors’ products.
eData Collectors’ Premium Support package includes the support of a Technical Account Manager (SAM) who is a seasoned professional with broad and deep experience in the client’s industry and Six Sigma Certified. The SAM acts as the single point of contact and client’s advocate within eData Collectors Team. The SAM’s focus is on building and maintaining a deep understanding of the client’s daily business requirements. The SAM is responsible for the quality of products delivered by eData Collectors and works closely with the customer to ensure that such implementations are correctly aligned with the customer needs.
Professional Services
Many times companies have large projects or implementations that require expert technical resources to meet deadlines, and to effectively complete eData Collectors’ software and hardware implementation with minimal issues. eData Collectors’ Professional Services are designed to ensure timely and expert delivery of individual customer projects and may be engaged at any time throughout the project lifecycle.
eData Collectors’ Professional Services Consultants are available at a per-day rate according to a predefined schedule and a statement of work defining clear deliverables. This is developed and agreed upon between eData Collectors’ and the customer prior to commencement of the consulting engagement. Experienced eData Collectors’ consultants will work directly with the clients to ensure the efficient execution of the project according to the statement of work agreement.
Simple Installation and Professional Services
Depending on our clients’ needs, our expert team can assist on-site or remotely with customized and complete application and reporting configuration, installation, setup, integration with legacy systems and implementation. Client’s are provided with information, guidance , copies of installation and operations manuals as soon as a written purchase order is received – sometimes sooner. In most cases our software and hardware do not require Professional Services.
Training
Depending on our clients’ needs, our expert team can assist with on-site or remote training of how to utilize the software, hardware and handheld devices. In most cases, our solutions and hardware do not require training as electronic data is collected – by a Touch (no writing, typing, data entry, scanning, faxing). Our expert team can customize training for your officers, supervisors and managers per clients’ requirements.
eData Collectors provides customized training programs to serve the needs of our clients and Partners World-wide.
Written Orders
eData Collectors accepts written purchase orders on company letterhead via the following:
- Fax number: (888) 456-4777
- Email address: orders@eDataCollectors.com.
- Mailing address: 1 Concourse Parkway, Suite 600, Atlanta, GA 30328
Credit approval may be required for payment terms. The following minimal information is required on purchase orders:
- Name, phone number and e-mail address of the person placing the order.
- Ship to and bill-to address, e-mail address and telephone number for a contact.
- Quantity, part number, description and cost of each item.
- Desired ship method – UPS Ground, UPS Second Day, or UPS Next Day.
- Payment information – Major Credit Cards (Visa, Master Card) are accepted.
Limited Warranty
Hardware
All eData Collectors products are warranted to be free from defects in materials and workmanship for a period of one year from the date of original purchase. Batteries are warranted to maintain an adequate operating voltage level for a period of one year from the date of original purchase.
eData Collectors agrees to repair or, at its option, replace equipment supplied which proves to be defective in materials or workmanship. This warranty is limited to defects arising under normal usage and does not cover malfunctions or failures resulting from misuse, abuse, neglect, alteration, modification or repairs by other than an eData Collectors authorized service facility.
Software and/or Firmware
Title to software and/or firmware remains with eData Collectors and is licensed for use with specific hardware. The software and/or firmware is warranted to conform to the written specifications provided by eData Collectors. In the event of a warranty claim, eData Collectors will provide corrective measures which are limited, at manufacturer’s option, to repair, replacement or modification of the software and/or firmware code, or recommendation of a viable, alternative application that will enable you to work around the failure.
To obtain warranty service during the warranty period, client must notify eData Collectors, in writing, of claim and present proof of purchase (copy of purchase order and number).
REPAIR OR REPLACEMENT AS PROVIDED UNDER THIS WARRANTY IS THE EXCLUSIVE REMEDY OF THE BUYER. THE LIMITED WARRANTY IN THIS AGREEMENT IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESSED, IMPLIED OR STATUTORY, INCLUDING (WITHOUT LIMITATION) ANY WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, AND EXTENDS ONLY TO THE BUYER. IN NO EVENT SHALL MANUFACTURER BE LIABLE FOR LOST PROFITS OR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES CAUSED BY THE EQUIPMENT OR SOFTWARE, REGARDLESS OF WHETHER MANUFACTURER IS ADVISED OF THE POSSIBILITY OF DAMAGES.
SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, OR ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATIONS OR EXCLUSION MAY NOT APPLY TO YOU. THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE TO STATE.
End-User License Agreement
IMPORTANT – PLEASE READ CAREFULLY: This End-User License Agreement (“Agreement”) is a legal agreement between you (either an individual or a single entity) and eData Collectors, Inc. (“EDCI”) for EDCI’s software accompanying this Agreement, which includes computer software and associated media and printed materials, and may include “online” or electronic documentation (“Software”).
By installing, copying or using the Software, you agree to be bound by the terms of this Agreement. If you do not agree to the terms of this Agreement, promptly return this package to the place from which you obtained it.
OWNERSHIP. EDCI is the owner of all right, title and interest in and to the Software, including all patent, copyright, trademark and trade secret rights in and to the Software. The Software is protected by copyright laws and international copyright treaties, as well as other intellectual property laws and treaties. The Software is licensed, not sold, and no ownership rights in the Software are transferred to you.
GRANT OF LICENSE. Subject to the other terms of this Agreement, EDCI grants you a non-exclusive license to use the Software in object code form for your internal business purposes as follows:
YOU MAY:
(A) MAKE ANY NUMBER OF COPIES OF THIS SOFTWARE, PROVIDED THAT:
(i) each copy must be a complete copy, including all files on the original disk or media, and
(ii) you must complete EDCI’s software activation procedure for any computer on which the software is used for more than thirty days, and
(iii) you must pay the then-applicable license fee for each installed copy.
(B) permit any third party providing services to you, or any third party to which you provide services, to access the Software, subject to the terms of this Agreement, provided that all such third parties are bound by the terms of this Agreement and any breach of this Agreement by such a third party will constitute a breach by you.
YOU MAY NOT, YOURSELF OR THROUGH ANY OTHER PARTY:
(i) sublicense, rent, lease, distribute, publish or transfer any portion of the Software, provided, however, that you may permit certain third parties to access the Software on the terms set forth above;
(ii) reverse engineer, decompile, disassemble, modify, translate, make any attempt to discover the source code of the Software, or create derivative works from the Software;
(iii) alter or remove any copyright, trademark, or other proprietary notice;
(iv) defeat, disable, or attempt to circumvent any protection or licensing enforcement mechanism or procedure used by or in connection with the Software; or
(v) export, re-export, download or otherwise use the Software in violation of any applicable law or regulation, including U.S. or other export laws and regulations.
OTHER RESTRICTIONS. This Agreement is your proof of license to exercise the rights granted herein and must be retained by you.
TERMINATION. This Agreement terminates automatically and without notice in the event you fail to comply with any provision of this Agreement.
EQUITABLE RELIEF: You agree that any breach by you of the restrictions set forth in the GRANT OF LICENSE section would cause irreparable damage to EDCI not compensable by monetary damages and therefore, that EDCI shall be entitled in the event of such a breach to obtain an injunction or other equitable relief against you in any court of competent jurisdiction.
NO WARRANTIES. EDCI EXPRESSLY DISCLAIMS ANY WARRANTY WITH RESPECT TO THE SOFTWARE. THE SOFTWARE IS PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, OR NONINFRINGEMENT. THE ENTIRE RISK ARISING OUT OF USE OR PERFORMANCE OF THE SOFTWARE REMAINS WITH YOU.
NO LIABILITY FOR CONSEQUENTIAL DAMAGES. IN NO EVENT SHALL EDCI, ITS RESELLERS, OR ITS SUPPLIERS BE LIABLE FOR ANY DAMAGES WHATSOEVER (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION, OR ANY OTHER PECUNIARY LOSS) ARISING OUT OF THE USE OF OR INABILITY TO USE THE SOFTWARE, EVEN IF EDCI HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. UNDER NO CIRCUMSTANCES WILL EDCI BE LIABLE FOR ANY AMOUNT IN EXCESS OF THE AMOUNT PAID BY YOU FOR THE SOFTWARE.
Because some states/jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, the above limitation may not apply to you.
U.S. GOVERNMENT END USERS: The terms and conditions of this Agreement shall pertain to the Government’s use and/or disclosure of the Software, and shall supersede any conflicting contractual terms or conditions. By accepting the terms of this Agreement, the Government hereby agrees that the Software qualifies as “commercial” computer software within the meaning of ALL federal acquisition regulation(s) applicable to this procurement and that the Software is developed exclusively at private expense. If this license fails to meet the Government’s needs or is inconsistent in any respect with Federal law, the Government agrees to return this Software to EDCI. In addition to the foregoing, where DFARS is applicable, use, modification, reproduction, release, display, or disclosure of the Software by the Government is subject solely to the terms of this Agreement, as stated in DFARS 227.7202, and the terms of this Agreement shall supersede any conflicting contractual term or conditions.
GENERAL TERMS. This Agreement is governed by the laws of the State of Georgia, without regard to conflicts of law principles. This Agreement will not be governed by the United Nations Convention on Contracts for the International Sale of Goods, the application of which is expressly excluded. You irrevocably submit to the jurisdiction of the state and federal courts sitting in Fulton County, Georgia, and any action or proceeding arising out of this Agreement will be heard and determined in such court, except as set forth in the “EQUITABLE RELIEF” section. If for any reason any provision of this Agreement is determined to be invalid or unenforceable, such provision shall be interpreted in order to give effect to such provision to the maximum extent permitted by law, and the remaining provisions shall continue in full force and effect. This Agreement constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior agreements, oral or written, and all other communications relating to the subject matter hereof. No amendment or modification of any provision of this Agreement will be effective unless set forth in a document signed by both parties.
Return Merchandise Authorization
If a product needs to be returned for evaluation and repair we ask our clients to collect as much information about the item as possible, contact the Account Solutions Manager (SAM), or eData Collectors Support Center to request a Return Merchandise Authorization (RMA) number by:
- Fax number: (888) 456-4777
- Email address: orders@eDataCollectors.com.
- Mailing address: 1 Concourse Parkway, Suite 600, Atlanta, GA 30328
