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Support Cases -- Multi Entity Email
Our company is not responsible for the actual warranty on the products we sell but we "facilitate" the warranty as our vendors do not have the ability to properly follow up to make sure tasks are closed. Basically, we provide Tier 1 support and escalate to Tier 2 at our vendor. The case will take anywhere from 1 day to 9 months to close. The 9 months is in the case of replacement parts being manufactured and catching a boat.
The NetSuite Support Case is created via phone, email or web from our customers. Once we gather the appropriate information, we need to email that information to the vendor representatives.
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