SERVICE

SITE SURVEY

Many of our Regional Partners offer extensive & experienced engineering skills to provide comprehensive wireless network survey services for customers.

SOLUTION DESIGN

After analyzing survey data report, our Regional Partners will focus on understanding and communicating the precise requirements of customers to the Helios TEAM, who develops final solutions that are practical, technical and cost-effective after customers’ approval.

INSTALLATION AND COMMISSIONING

Our Team, along with our Regional Partners, provides field support services on Helios Equipment, installation and verification support on commissioning and proper operation of the systems. Our Engineers have extensive troubleshooting and commissioning expertise to solve any possible performance problem to make the systems work at optimized status, which can assist customers to finish engineering acceptance.

Monitoring

Utilizing the Helios Network Management System (NMS) can maintain your system with a variety of monitoring and support services.

ASSIST

Helios Technologies has telephone and email support service designed to ensure our customers always access to highly qualified engineers who are able to advise on the configuration or support of our products.

UPGRADE

If there are any improvement in functions or feature of Helios products, Helios will provide professional and smooth software upgrade process through telephone, email and remote support to satisfy the expectation of our customer.

REPLACE & REPAIR

Helios provide rapid product/spare parts replacement and repair service, enabling our customers to maintain their coverage system at high availability and cost-effective level. During installation and commissioning, Helios offers any replacement of spare parts or equipment, software modification and necessary tools caused by the defect of system design, product manufacturing and installation. The repair service should be evaluated to judge repair or replacement.

TRAINING

In addition to offering a standard set of services, our team can tailor a support package to an individual project or customer need whether it is for a complete “turnkey” service or the provision of a simple training course.

Training courses are available to enable our customers to design, install, set parameter, operate and maintain their own systems, which can be tailored to meet operators’ or individual circumstances.

Quality Warranty

• Helios warrants that the products provided by Helios are free from defects in materials or workmanship under normal use during the Warranty Period
• The Warranty Period is 24 months after shipment date
• Helios products and spare parts are manufactured using new materials or equivalent to new in performance and reliability
• During the warranty period, Helios will provide free-of-charge repair or replace service for any defective Product, except when deemed caused by improper use.
• During the warranty period, Helios will give 7×24 technical support without charge. See the Contact Page for details.
• After the Warrantee Period, the cost of repair, replacement and technical support will be mutually negotiated.

RMA: Return Material Authorization

For the return of faulty or detective products, please request a copy of our detailed RMA Procedure, or ask Helios’ local Distributors or Partners for support:

Please email to support@heliostelecom.com to obtain the RMA form and RMA number.