Our dedicated Technical Support team is available free of charge to assist all Nimans account holders with post-sales support for installations, products and technical problems.
They also assist in pre-sales situations, ensuring our customers always buy the right products to maximise return on investment.
The team consists of highly experienced people who handle several thousand support requests per month. While the vast majority are resolved at first line, the team is in a position to draw on specialist brand knowledge when required and, using the unique position of Nimans as a leading telecoms distributor, direct access to the manufacturers.
Important Nimans Support Info
Nimans position with engineers calling our support desk is to offer the best support possible at all times. There are occasions however where this support can be restricted due to circumstances beyond our control. Details of this are below. Please read this information carefully as Nimans Technical Support on assumption of acceptance of this information.
When Nimans support carries out remote access
By disclosing remote access/log on details the customer retains sole responsibility for ongoing security and configuration checks. Nimans accepts no liability for any indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, remote diagnostics. It remains the reseller’s engineer’s responsibility to check that any changes made have not compromised any on site security.
When support is requested by unaccredited engineers
Nimans support to engineers is based upon the understanding that that engineer has the correct accreditation and/or training on the product they are requesting support on, to the latest available level of that accreditation. If the engineer calling has not got the correct level of accreditation further manufacturer escalation may not be possible and in this scenario best endeavours support can only be offered. (A full list of engineer training courses is available upon request.)
When support is requested on legacy products or legacy versions of software
Legacy products, and equipment no longer supported by the manufacturer, will receive best endeavours support only and Nimans cannot guarantee a solution. This also includes current equipment that is on legacy levels of software. (In these cases an upgrade to the latest version of software may be required before support can be offered)
When support is requested that involves 3rd party products/networks.
When it is suspected that any 3rd party equipment, networks or network providers, are at fault, or part of the fault, it is the responsibility of the calling engineer/company to carry out any diagnostics and/or changes on this equipment / network that are requested, and also to liaise with any relevant 3rd party companies required. It is also the responsibility of the calling engineer/company to provide all requested trace/diagnostic information from these products/networks.