Service is inclusive of labour and parts, but excludes software. Response times may vary in remote or difficult locations. Technicians will be dispatched following telephone-based troubleshooting by our technical support personnel.
Advance Product Replacement
The customers can request Product to be forwarded for use by their own internal engineers. Calls received by 1500 hours will have product dispatched for delivery to the customer on the following business day A collection at time of delivery will be arranged with the courier. The return of the faulty product is the customers responsibility and will become payable if not returned.
1 year Collect and Return
Failure of a product reported by 1500 hours will be collected and returned within 3 business days.
1 year on site Next Business Day
Failure of a product reported by 1500 hours will be fixed by 1800 hours on the next business day.
3 year on site Next Business Day
Failure of a product reported by 1500 hours will be fixed by 1800 hours on the next business day.
5 year on site Next Business Day
Failure of a product reported by 1500 hours will be fixed by 1800 hours on the next business day.
1 Year Server 4 Hour response to site
Failure of a product between 0900 hours and 1700 hours will have an engineer on site within 4 business hours.
3 Year Server 4 Hour response to site
Failure of a product between 0900 hours and 1700 hours will have an engineer on site within 4 business hours.
1st year to 3rd year Warranty Upgrade
The system must still be in its present warranty agreement. The cover will include all parts and labour. The warranty will expire at the end of the 3rd year from date of original sale.
3rd year to 4th year Warranty Upgrade
The system must still be in its present warranty agreement. The cover will include all parts and labour. The warranty will expire at the end of the 4th year from date of original sale. The monitor will be exchanged on an age for age basis. Peripheral items such as keyboards, mice and speakers will not be covered.
4th year to 5th year Warranty Upgrade
The system must still be in its present warranty agreement. The cover will include all parts and labour. The warranty will expire at the end of the 5th year from date of original sale. The monitor will be exchanged on an age for age basis. Peripheral items such as keyboards, mice and speakers will not be covered.
Please Note - 3rd year to 4th year Warranty Upgrade and 4th year to 5th year Warranty Upgrade for Fileservers exclude display devices, internal & external tape backup devices and any external devices supplied with the fileserver such as Uninterruptible Power Supplies
Install to Desk (minimum 4 systems)
The product will be unpacked, checked, set up, connected to the network, powered up and tested. In addition all packaging will be removed. Installation for orders of less than 10 will be the following business day after delivery. Orders of 10 or more will be installed on the day of delivery.
Install to Desk and De-install (minimum 10 systems)
The product will be unpacked, checked, set up, connected to the network, powered up and tested. In addition all packaging will be removed. The De-installed product will be removed from site and disposed of in accordance with our offerings and your request.
Complete Install, De-install and Data Transfer (minimum 2 systems)
The product will be unpacked, checked, set up, connected to the network, powered up and tested. In addition all packaging will be removed. The Be-installed product will be removed from site and disposed of in accordance with our offerings and your request. We will transfer data to a maximum capacity of 200Mb from one system to another.
Engineer on site per Hour
For an engineer required on a customer’s site on an hourly basis.
Engineer on site per Day
For an engineer required for a full Business Day between the hours of 1000am and 400pm.
Senior Technician on site per Day
For a senior engineer required for a full Business Day between the hours of 1000am and 400pm.