Once your call is understood to be a support related call, you will be transferred to the duty technician. Past experience has shown that Xiris solves most support related calls within four working hours. In the event your problem is not solved within four hours by the duty technician, the problem will be escalated to the R&D team for resolution after consultation with the other technicians. Xiris may (if authorized to do so) connect remotely to your system to offer remote diagnosis over a modem. In the event the problem is not resolved with two working days, the problem will be assigned an R&D priority and all concerned parties notified of estimated resolution time. Our goal is to maintain constant communication while solving all problems