Due to the high volume of requests for support; all email, phone, and virtual (Zoom) support not covered by a warranty will be billed at our current hourly rate (prorated in 15 minute increments). Credit card payment* is required for email and phone/virtual support, while credit cards or checks are acceptable for on-site support.
To receive support, please identify the type of contact method that you would like to receive support through and contact Bonnie via phone at (703) 444-1733 or email at Bonnie.Little@HNS-ONS.com to establish a support ticket. Depending on the type of support required the following process will be followed.
Emails: Lew, Lew.Little@HNS-ONS.com will respond to your emails with your questions. The more information you provide, the easier it will be to reply efficiently. In most cases, 1-2 email responses will fall under the 15 minute minimum. Please note that there is no guaranteed response time with emails, though we do try to respond promptly to all requests.
Phone/Virtual: These need to be scheduled with Bonnie at Bonnie.Little@HNS-ONS.com. For virtual calls via zoom, she will set up the call and email you the zoom link. We suggest you use your phone for the call so that you are mobile and can show Lew the equipment when directed. Phone/Virtual service calls are scheduled around installations on a first come, first served basis.
On-site Support/Service Policy
We still offer on-site support/service for troubleshooting & resolution for those who prefer a technician at your home or place of business. In addition, if we feel that we can’t assist you through email, phone or virtually, we will recommend an onsite support/service call.
On-site Support/Service: There is a 1 hour minimum charge and onsite service calls will also incur a travel fee based on miles travelled to your location. The travel fee will be outlined during scheduling. On-site support/service calls are scheduled around installations on a first come, first served basis. In addition, if applicable for you, we can call you if a window of time large enough to perform a support/service call opens up. This “last minute” type of support/service call is location dependent as it typically occurs when an install nearby finishes early.
*We do not keep credit card information on file. Upon completion of an email, phone or virtual service call, we will invoice you through our merchant processor for payment. Questions about the invoice may be sent to Bonnie.