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Support

Our Customer Care team is in-house and has practical experience with our products. When you contact us, you can be assured the talent answering your call will be able to assist you immediately – whether you are in the evaluation stage, development stage, deployment stage, or maintenance stage.

With the exception of corporate holidays, you can reach us Monday to Friday from 8:30 a.m. to 5:00 p.m. EST/EDT in the following ways:

Phone : +1-613-591-1555 ext.1
Email: support@pikatech.com

A technical team is eager to help you.


Corporate Holidays 2016

New Year’s Day – January 1
Family Day – February 15
Good Friday – March 25
Victoria Day – May 23
Canada Day – July 1
Civic Holiday – August 1
Labour Day – September 5
Thanksgiving Day – October 10
Christmas – December 26
Boxing Day – December 27

Warranty & Repair

WARRANTY

(a) PIKA warrants that all hardware Products supplied, exclusive of software, consumable and expendable materials, are free of defects in material and workmanship and conform substantially to PIKA’s technical specification, description or offer under proper use, operation, maintenance and service during the warranty period listed below for the applicable Product. PIKA will provide the necessary parts and/or labour to repair or replace (at its option) any element of the hardware Products so warranted in which, to PIKA’s reasonable satisfaction, a defect appears within the period of time for the specific PIKA Product noted below from date of shipment, subject to prompt notice being given, and the Products being shipped, carriage paid, to PIKA’s Plant. Such Products will be returned by PIKA, at Purchaser’s risk and cost.

 

Power Supplies and other accessories 3 months
PIKA WARP, Modules and Accessories 12 months
PIKA µWARP 12 months
InLineMM 36 months
DaytonaMM 36 months
PrimeNetMM 36 months
Vengines (for PrimeNetMM and DaytonaMM) 36 months
Digital HMP Boards 12 months
Analog HMP Boards 12 months

(b) PIKA warrants the Software where applicable, in accordance with the PIKA Software License Agreement attached here to as Appendix A.

(c) The foregoing warranties are given by PIKA in lieu of any other warranty, representation or condition, express or implied, including without limitation, any implied warranty of merchantability or fitness for a particular purpose, arising in law or otherwise in respect of the Products supplied under this Agreement.

Note: Warranty period takes effect on the date of shipment of the PIKA card from PIKA Technologies’ office.

The customer is responsible for the cost of shipping the product to PIKA Technologies for repair. This includes the cost of incoming freight charges as well as any applicable customs fees, duty, taxes, brokerage fees and document preparation fees. An approved Return Material Authorization (RMA) number must be indicated on the outside of the box.

For in-warranty product, freight charges for return shipment to the customer will be paid by PIKA Technologies. For out-of-warranty product, freight charges for return shipment will be charged to the customer.

The warranty period on repairs is 90 days from the shipment date of the repaired product to the customer or the remaining warranty period, whichever is longer.


Repair Policy

All products returned to PIKA Technologies, for any reason, must follow the RMA procedure.

Prior to returning a product for repair, the customer must first contact PIKA Technologies’ Customer Care department and outline the details of the defect or improper operation. A description of any tests performed, and the associated results, will help to identify the root cause. This approach ensures that the problem could not be addressed remotely thereby requiring the product to be returned to PIKA Technologies’ plant for repair.

For all product returns, an RMA Number must be obtained from a Technical Support Specialist within the Customer Care department.

The following information is required to obtain an RMA Number:

  • Serial number of the product to be returned (Note: Multiple cards are given individual RMA numbers);
  • Detailed reason for returning the card. (Note: Customers will be charged $50 for a missing or incomplete fault description.)

Customers can contact PIKA Technologies’ Customer Care department, Monday to Friday, from 6:00 a.m. to 5:00 p.m. EST/EDT, by phone at +1-613-591-1555 or email at support@pikatech.com.

Once an RMA number has been assigned, the RMA Number is to be clearly written on the outside of the package (product returned without a valid RMA Number may be refused).

The product(s) are to be properly packaged and shipped pre-paid to the address indicated in the RMA email.
Considerations:

  • A card(s) being returned to PIKA Technologies must be properly packaged in order to ensure the card is not damaged during transit. The product should be placed into an anti-static bag and, if possible, in it’s original shipping box. This should then be packaged for shipping in a second box to prevent damage.
  • PIKA Technologies is not responsible for any damage that may occur during shipping to its office. Sufficient insurance to cover any such damage is the responsibility of the shipper.
  • If PIKA Technologies is to return the product to an address other than the original shipment address, the new address must be included in the box with the product.
  • Only the original purchaser can return cards for repair under the warranty provided by PIKA Technologies.
  • Unfortunately, we cannot accept RMA shipments via UPS Ground. Such shipments will be refused and returned.

Repair Pricing

Pricing to repair in-warranty and out-of-warranty PIKA products depends on the scenario. Should the customer require further information and pricing on repairs and upgrades, not covered in this document, the customer is invited to contact a Technical Support Specialist within PIKA Technologies’ Customer Care department at 613-591-1555, extension 216, or support@pikatech.com.

Advance Replacement

If the product is dead-on-arrival (DOA) we can, upon request, Advance Replace the card without charge to the customer. A DOA is defined as a product failure that has occurred within 30 days of PIKA Technologies’ shipping date. If PIKA does not receive the replaced product(s) within 30 days of the replacement(s) being sent, the customer will receive an invoice for the new product(s).

In-Warranty PIKA Cards

Repair Pricing for In-Warranty PIKA Cards

Scenario

Repair Fees (US$)

Advance Replacement (regardless of whether the item is repairable or not) $250 advance replacement fee
Missing or Incomplete Fault Description (regardless of whether the item is repairable or not) $50 incomplete

Card is Repairable

Fault Found No charge
No Fault Found $150 no fault found fee
Void Warranty Refer to “Chart 4: Flat Fee Pricing”

Card is Not Repairable

Fault Found (no advance replacement) No charge; item is replaced
Fault Found (advance replacement) No charge; Customer has the new item
Void Warranty (no advance replacement) $125 diagnostic fee; item is not replaced
Void Warranty (advance replacement) Customer has the replacement item; Customer is charged their standard retail price for the advance replacement item

Notes: It is the responsibility of the customer to cover the cost of shipping an RMA product to PIKA Technologies. Return shipment of a repairable item will be paid by PIKA Technologies for an in-warranty product. Return shipment of a repairable item will be paid by the customer for an in-warranty no fault found product.

Out-of -Warranty Cards

Repair Pricing for Out-of-Warranty PIKA Cards

Scenario

Repair Fees (US$)

Missing or Incomplete Fault Description (regardless of whether the card is repairable or not) $50 incomplete fault description fee

Product is Repairable

Fault Found Refer to Flat Fee Pricing
No Fault Found Refer to Flat Fee Pricing

Product is Not Repairable

$125 diagnostic fee; Card is not replaced; Customer must purchase new card

Notes: It is the responsibility of the customer to cover the cost of shipping an RMA product to PIKA Technologies. Return Shipment and brokerage charges for an out-of-warranty repairable card will be charged to the customer.

Please note that we have recently updated our out-of-warranty repair policy.

Pika no longer provides flat fee pricing for the repair of out of warranty product. Instead customer wishing for out-of-warranty repairs will be required to send in the defective product to a Pika repair center. The board will still require a RMA authorization number. Once the board is received, Pika will analyze the necessary repair(s) and quote a repair fee. This fee will be based on the product and type of the necessary repairs. The customer will then have the option to proceed with the repairs or not. If the customer decides to forego repairs of a board or the board is deemed unrepairable a standard $125USD processing fee will apply per product.

Repair Services Pricing

The following chart indicates PIKA Technologies’ pricing for repair services

Repair Services

Repair Fees (US$)

Incomplete Fault Description $50
No Fault Found $150
Diagnostic Fee $125
Advance Replacement $250
Standard Retail Price of new card

 


Repair Time

Time:
PIKA Technologies will endeavor to return a product sent for repair to the customer within fifteen (15) calendar days of receipt of the repairable product.

Warranty:
The warranty period on repairs is 90 days from the shipment date of the repaired product to the customer or the balance of the existing warranty period, whichever is longer.

Priority Hot Line Support

 

Pika continues to offers free email support but without a guaranteed response time.

 

In addition, Pika can offer priority response time support (Priority Hot Line) with priority processing on tickets through a pre-paid support credit system.

 

Priority Hot Line

 

One support credit consists of one hour of support time. This support time can include but is not restricted to installation support, configuration support, deployment support and/or application development support. This may also include support by email, phone, remote login and/or access to engineering resource. The preferred contact method continues to be email as it allows our support team time to review the information provided and prepare an appropriate response to your enquiry, or prepare a series of diagnostics questions.

There are two exceptions which do not consume Support Credits – 1) Hardware RMA processing and any investigation time surrounding this and 2) time spent after a Pika defect has been identified.

This priority hot line plan does not guarantee bug fixes or resolution times. Defects will continue to be evaluated and addressed at Pika’s discretion.

 

Support Coverage

 

Response time for Priority Hot Line is guaranteed within one elapsed Business Day. Business Hours and Business Day refers to the period between 8:30 AM to 5:00 PM EST (Ottawa, Canada) from Monday to Friday and it excludes Saturdays, Sundays and applicable local holidays.

 

Support Credit Accumulation and Tracking

 

Support Credits are accumulated at a rate of 3% of the purchase price of product. (Minimum purchase of $1000) So for example, if you purchase $10,000 you will receive $300 (approximately three hours) worth of Priority Hot Line support.

 

Tokens are purchasable through our standard purchasing procedures starting from $100 per hour.  Please contact your account manager for a quotation.

 

Priority Hot Line support credits must be purchased in advance and expire after one year. They are non-refundable and cannot be applied as credit against purchases.

Priority Hot Line usage is tracked by Pika Support. Time spent by Pika Support or engineering staff is tracked in 15 minute increments. One designated support contact must be identified.

After Priority Hot Line support credit expiry or the close of a ticket, a report of credit usage is available to the customer’s designated contact, upon request. The customer is given 5 working days to dispute this report in writing (email).

 

More information

 

Pika can provide a customized Priority Hot Line plan for customers whose requirements are not met by this standard plan.

 

For more information or any questions on this policy please contact:

 

Pika Support (support@pikatech.com)

 

Pika Sales (sales@pikatech.com)

 

+1 613 591 1555

Technical Bulletin

Technical Bulletins

Size

Description

Bulletin # 115 103 KB PDF Viking Power Supply requires a minimum current draw
Bulletin # 114 336 KB PDF How to enable Clear Channel for PIKA boards
Bulletin # 113 336 KB PDF Full duplex audio streaming with echo cancellation using the PIKA InLine MM and MonteCarlo 6.2
Bulletin # 112 142 KB PDF How to setup coaching functionality in an application
Bulletin # 111 142 KB PDF How to use the speech and energy detector
Bulletin # 110 94 KB PDF Daytona noise removal
Bulletin # 109 115 KB PDF Installing an H.100 to MVIP Adapter
Bulletin # 108 114 KB PDF Identifying PCI cards exhibiting VPOS errors
Bulletin # 107 132 KB PDF RBS Usage on PrimeNet MM Cards
Bulletin # 106 115 KB PDF Windows 2000 card auto-detection workaround
Bulletin # 105 124 KB PDF Implications of Conferencing Enhancements on 56303 DSPs
Bulletin # 104 111 KB PDF Performing an ISDN trace on PrimeNet MM cards
Bulletin # 103 132 KB PDF Interconnecting PIKA cards with MVIP and H.100
Bulletin # 102 103 KB PDF Using Daytona Cards with -24V Power Supplies
Bulletin # 101 116 KB PDF PrimeNet and 56xxx DSP Specification Chart
Bulletin # 100 142 KB PDF Audio Logging with Daytona and Inline

Application Papers

Every PIKA DSP and HMP board supports a plethora of features and applications. Here is a detailed Application Paper on each.

Application Paper Version
Passive Recording

HMP

Advanced Tone Detection (ATD)

DSP

Audio

DSP

Channel Associated Signaling (CAS)

DSP

Conferencing

DSP

Dial Pulse Detection

DSP

DTMF Detection

DSP

Echo Cancellation

DSP

Fax

DSP

Gainpad

DSP

Generic FSK

DSP

MFR2

DSP

Speech Detector

DSP

Tone Generation

DSP

G.711

DSP

G.726

DSP

RTP

DSP