Service
JBH provides technical support for the products we sell, both software and hardware.

Technical support includes answering technical questions via our “800” number, email, and remote assistance (see below). Support is a very important part of our company structure and we are dedicated to providing convenient technical assistance and training to our customers. Our policy is to provide telephone and on-line service free of charge.
JBH knows how important it is to have your product functioning in your classroom and we will make every effort possible to resolve any service and training issues in a reasonable time frame. We want all our customers to have the best possible experience using our products.

Warranty and Service Overview

JBH will abide by the product manufacturer’s warranty on all products purchased.
   For new purchases, your service policy will start upon the completion and acceptance of the product installation or product invoice date, whichever may apply. For new purchases, the Level 1 Service Policy is included with your purchase for one year from date of installation or invoice, whichever may apply.
   New service contracts for products no longer covered by manufacturer’s warranty will start on the date of your Purchase Order and expire one year from that date. Your Purchase Order is your contract.

Contact JBH Support

Toll free: 800.455.9310
Direct: 847.226.6765
Fax: 847.729.1755
Email: carmel@jbhtech.com

Services Offered

JBH provides its customers with a wide range of support offerings to assist during all stages of product usage:

  • Assistance with installation and configuration
  • Assistance in resolving issues you may encounter while using our software products
  • Assistance with hardware as outlined by the Manufacturer’s Warranty
  • Hardware and Software Training

JBH currently offers two (2) service levels:

  • Service Policy Level 1 – Remote Assistance
  • Service Policy Level 2 – On Site Service

Please see attached service level outlines and contact JBH if you have any questions about your level of service. If you are unsure of the type of support program you have, please contact JBH at the numbers listed above.

Additional Service Capabilities

JBH does offer repair and training on products not sold by JBH.
   JBH has excellent repair and training personnel. Depending on the item, JBH is capable of repairing and conducting training on a variety of products. This is especially true for CNC products and laser engravers. Older Intelitek CNC and Robots can be upgraded, repaired and teachers can be trained. Other brands can often be repaired but upgrades are sometimes not offered by all manufacturers.

Service Policy Exceptions

The following service issues requiring an on-site visit are not included in the service policy and are considered chargeable. Service Policy Level 2 on site service fees will apply:

  • Re-imaging school PCs
  • Software re-installation due to new school PCs
  • Service required due to intentional harm, misuse, vandalism, etc. (Final determination by JBH staff – no exceptions)
  • Re-training due to change in or addition to school personnel

Disclaimer

These terms and conditions are subject to change at the sole discretion of JBH without prior notice. Any changes will be incorporated into the terms and conditions of this document and the new Service Policy document will be posted on the JBH website.

Service Policy Level 1 – Remote Assistance

School IT personnel required to be available during remote assistance to physically troubleshoot service issue(s).
Includes:

  • Phone Support
  • Email Support
  • Remote Support (such as GoToMeeting)

Fee:
Free

Duration:
Ongoing from the completion of the installation or date of invoice for new purchases.

Process:

  • The school staff member/instructor contacts JBH.
  • JBH responds within 24 hours confirming service issue received.
  • JBH service personnel will phone or email school staff member in an attempt to resolve issue.
  • If there is no resolution, JBH and the school staff member will set an appointment for remote assistance.
  • The instructor will inform school IT personnel of a remote assistance appointment.
  • If there is no resolution, the school staff member will have the following option:
    • Request an on-site visit from JBH service personnel as outlined in Policy Level 2 section and issue Purchase Order to JBH for on-site visit

Note: JBH service personnel will interact with school staff members and/or instructors only. Requests submitted by students will not be honored.

Service Policy Level 2 – On-Site Service

School IT personnel required to be available during remote assistance to physically troubleshoot service issue(s).
Includes:

  • On-Site Visit
  • Webinars for purchased products

Fee:
$50/hour plus travel expenses – call us for a quotation

Process:

  • The school staff member/instructor contacts JBH.
  • JBH responds within 24 hours confirming service issue received.
  • JBH service personnel will phone or email school staff member in an attempt to resolve the issue.
  • If there is no resolution, JBH and the school staff member will set an appointment for remote assistance.
  • The instructor will inform school IT personnel of the remote assistance appointment.
  • If there is no resolution, JBH and the instructor will set an appointment for an on-site visit.

Notes:

  • On-site service does not include the cost of parts and/or cost for shipping parts or equipment from/to the manufacturer.
  • JBH service personnel will interact with school staff members and/or instructors only. Requests submitted by students will not be honored.