Iron Systems's main mission is to bring total client satisfaction while delivering quality product on-time every time. ‘Commit to Client' is a re-occurring theme that highlights the core of our values and mission. In order to successfully accomplish this mission clients and their customers receive service and support that follows product from its creation to well after it has been delivered.

To better serve your customers we have a Centralized Helpdesk & Customer Service Team that is on hand and ready to service their needs. Our customer service team consists of professionals that are ready to assist them in the servicing of defective parts or products. Once the request has been received the Customer Service Professional will provide your customer with a Service Ticket and will follow-up to assist and track the status.

Even though we adhere to the most stringent quality standards and offer an exceptional quality assurance program we realize that there is still a chance, albeit minimal, for a customer to receive a defective product or part or face a system failure while in operation. Due to this realization we enact something called reverse logistics. What reverse logistics refers to is the taking back, repairing, refurbishment, upgrading, or disposing of a product and/or part. We have a Customer Service and Support team that is responsible for overseeing our reverse logistics services, their responsibilities include: managing warranty and repair services as defined by our Quality Assurance and ISO 9000:2001, along with managing service requests by streaming them through our Depot Center or Nationwide On-Site Service support. Through these reverse logistics services your customers will one, be assured that their problems will always be dealt with promptly, two, will always receive the quality product they were promised and three, will be empowered with the flexibility, predictability and reliability in products they deserve to have. In reference to the disposal of product/material take a look at our Environmental Policy. Our Reverse Logistics Services relieves you of the headaches that come with post-manufacturing services and provides you with more satisfied customers at a cost-efficient price. This will allow your organization to increase profit margins while achieving pro-longed success.

Warranty Repairs (One, Two, Three and Five-year hardware warranty Options):
Customers concerned about buying hardware from a software company (rather than loading it onto their own servers) can be easily reassured with IRON SYSTEMS’s unheard-of three year standard warranty on all systems we integrate.

Advance Replacements (Cross-shipping) for RMAs:
IRON SYSTEMS can keeps an inventory of all parts on-hand, allowing us to cross-ship them to the customer’s site when a return merchandise authorization (RMA) is received. If you prefer, we can also keep an inventory of finished appliance units in-stock, allowing us to ship a full replacement at the same time the customer is returning the current unit. Replacement units ordered by 100 PM PST will be shipped the same day.

Depot Services Options:
Customers can fully outsource their Appliance Maintenance to Iron Systems. We offer, Out-Of Warranty Repairs, Product Refurbishment to convert it new-ailke condition (system and packaging) and make it ready for re-ship, Product upgrade services, Repairing of damaged systems.

Depot Repair Tracking:
IRON SYSTEMS will track all repair orders throughout the entire company, all the depot repair units are segregated into individual pools based on their types such as RMA, Returns for Stock, Refurbishment, Upgrade etc and reported back to customer with pool status and failure-analysis report. Sales and technical support work as a team to resolve problems efficiently, and keep end users up-to-date with information.

Onsite Nation Hardware Support:
In addition to the standard warranty, IRON SYSTEMS offers an onsite warranty that is good for repairs at the customer location. Options include one, two, or three years, plus four-hour or next-day service. One of the keys to outstanding customer service is a fully functional, easy-to-use return merchandise program. IRON SYSTEMS has the mechanisms in place to help you look world class in the eyes of your customers.

Problems with finished units are rare. But when they occur you need to get answers quickly. IRON SYSTEMS provides both direct support for your customers and consultation with your technicians to resolve all types of problems efficiently, and to the customer’s satisfaction.

Troubleshooting questions:
One of the advantages of the appliance model to customers is one number to call for hardware or software problems. On your end, though, the question of which it is still remains. If you are providing all level one support, IRON SYSTEMS can provide a knowledge base of troubleshooting questions to help your support team determine if the problem is software or hardware related.

Lifetime toll-free technical support:
Although end user warranties expire after limited number of years, IRON SYSTEMS will continue to support the hardware for as long as the customer is using the product.

Operating System support:
Should a problem arise with appliance installation, imaging, device drivers incompatibility with any operating systems,, IRON SYSTEMS has the expertise to help the customer resolve any concerns or conflicts.

Iron Systems realizes that your time is a valuable resource. To help you utilize every minute of your day we offer a web based interface that serves as a streamlined process and tool for effective communication. Iron Systems's web based interface allows for the access to Downloadable Data on up-to-the minute Custom Reporting for your Business Processes and/or all Data pertaining to the program.

• On-Line RMA Requests
• Serial Number and Asset Information (Contact, License, MAC etc)
• Service Plan and SLA Information
• Caset Status and History
• Invoice details
• Shipment Status & Tracking Number