Members will ensure that all staff who deal with customers are appropriately trained. Escalation procedures for sales enquiries, support and technical issues and customer services matters should ensure these issues are handled smoothly efficiently and promptly by appropriately trained staff. In the event that the Member does not have appropriately trained staff of their own they must make suitable arrangements with third party suppliers.
Members must be able to provide either internally or through external suppliers the appropriate expertise with regard to any hardware products currently being sold (unless the product is specifically excluded in advertising and relevant marketing materials). In this instance "appropriate expertise" includes the ability to translate the products’ features and performance into terms that a typical user or potential user of that product would find understandable.
Any "own brand" product sold by Members will be eligible for technical support for the lifetime of that product. In some instances "special offer" items may be sold which are not covered by lifetime support, in this case the item(s) concerned must be specifically excluded from lifetime technical support in any relevant advertising and also in any written quotation and invoice