Description
DESCRIPTION OF SERVICES:
- 1. For any breakdowns service would be available in normal business hours (6X8).
- 2. SEITB will manage all logistics of spares delivery, scheduling technicians visit and
ensuring a smooth trouble shooting and resolving the issues reported.
- 3. During breakdown of the machines, Certified Field Service Representative (FSR),
backed by years of industry experience, will visit, diagnose, and take appropriate
corrective actions.
- 4. SEITB Certified FSR will run tests to verify your system is functioning correctly in all
operational modes, firmware upgrades during site intervention.
- 5. Validation of Site conditions for smooth operations and provide suggestion for
improvement as applicable during site intervention.
- 6. The average response time will be 8 Hours (will vary for remote location as per FSR
travel time).
- 7. The average resolution time will be 48 Hours from the time of request (for complex
issues additional time will be needed).
- 8. Collection and final disposal of replaced spares and components.
- 9. Repair / Replacement Services Support.
Status of the Product and type of Support:
- -Renewal of SIB/AMC Care Pack within 15 Days after the Expiry date Continues Support.
- -Seamless warranty (SIB/AMC Care Pack Registered within Standard warranty) Continues Support.
- -SIB/AMC Care Pack Registered for a Product which is not in Standard
warranty/SIB/AMC Care Pack or after 15 days of expiry.
- -The first call can be logged after 45 days of SIB/AMC Care Pack registration(Start date).
Terms and conditions-
EXCLUSIONS:
Defects caused by the following shall also not be covered under this Agreement and SE shall not be bound
by the terms of this Agreement, in case:
- (a) External Batteries & other connected Accessories (SNMP cards, Links, cables, Ext. Chargers .. etc.
- (b) The Customer does not use the Equipment in accordance with the written documentation or
instructions issued by SE.
- (c) The Customer gets the Equipment serviced / repaired by any non-SE certified personnel or entity
or repairs or services the Equipment on its own.
- (d) if there is gap in warranty, the extended warranty will not be honoured as per policy.