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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 by filling out the form below or in the following ways:

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

 

Our technical team is eager to help you.


Corporate Holidays 2018

New Year’s Day – January 1
Family Day – February 19
Good Friday – March 30
Victoria Day – May 21
Canada Day – July 2
Civic Holiday – August 6
Labour Day – September 3
Thanksgiving Day – October 8
Christmas – December 25
Boxing Day – December 26

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.

Flat Fee Pricing

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.

Pika is pleased to announce a new support policy for HMP SDK and Analog/Digital plug-in boards. Our previous support policy (with credits earned through purchases) is being terminated, effective immediately. Unused credits for current customers will be honoured, but all credits will expire by July 31st, 2021. The new support policy includes two options: Priority Support by Contract, and Out-of-Contract Priority Support. 

  • Pika’s Priority Support by Contract agreement, paid annually, is tailored specifically to those customers requiring priority support and quicker responses. 
  • Out-of-Contract Support will work on a pay-per-use basis if a customer wants something fixed in a certain timeframe. 
  • If a customer doesn’t opt into either option, all technical issues they reported that are deemed to be software bugs will be queued by the priority in which they are received. When resolved, these fixes will be announced and included as part of the next GA software release or intermediate update.

Priority Support by Contract

This support is tailored towards customers requiring timely responses. It includes one or more of the following types of assistance: installation, configuration, deployment, application development, and migration. 

For those requiring a faster and more predictable response time, Pika can offer SLA-based support as an optional feature.

In its basic form, Priority Support operates on a best reasonable effort basis, but with no guaranty of problem resolution. In most cases, we will respond within one business day, but response times may take longer. 

Email requests are preferred as they allow our support team the time to review the information provided and either prepare an appropriate response to your inquiry, or a series of diagnostic questions. In some instances, remote login and/or access to engineering resources may be required.

Out-of-Contract Priority Support 

When a customer requires priority support but is not under contract, Pika may consider investigating and attempting to resolve the reported issue on a similar basis to in-contract Priority Support. This decision will be at Pika’s discretion, and will depend in part on the availability of technical resources. If agreeable, Pika will provide the customer with a custom proposal and quotation.

More information

In general, the time required to resolve a Priority Support ticket will include a combination of time spent by various members of the support team, the engineering team, and management.

Any support from Pika will require full cooperation by the customer to help isolate the issues. We may require the customer to supply the necessary source and/or sample code in order to replicate the reported issue. 

Our business hours are between 8:30 AM to 5:00 PM EST, Monday to Friday. They exclude Saturdays, Sundays, and applicable local holidays.

Pika’s warp and µwarp appliances are covered under a different policy.

For more information or questions regarding this policy or custom application development, 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