|
Service Level Agreements (per testsystem) |
|||
|
BASIC |
ADVANCED |
PREMIUM |
|
|
Standard online support (phone, online, remote) |
✔️ | ✔️ | ✔️ |
|
Emergency support (phone, online, remote) |
− | − | ✔️ |
|
Access to customer portal (CRM) |
− | ✔️ | ✔️ |
|
Priority ticketing system (CRM) |
48 h |
24 h |
12 h |
|
Priority technical phone support |
24 h |
4 h |
1 h |
|
Remote system updates |
✔️ | ✔️ | ✔️ |
|
Latest software/firmware updates |
− | ✔️ | ✔️ |
|
Yearly hardware maintenance incl. spare parts / wear parts |
− | ✔️ | ✔️ |
|
Battery health check |
− | ✔️ | ✔️ |
|
Battery health check + refurbishment (if needed) |
− | − | ✔️ |
|
Rental systems during maintainance period |
− | ✔️ | ✔️ |
|
Rental systems during system downtime |
− | ✔️ | ✔️ |
|
On site repair service |
− | − | ✔️ |
|
Discount on spare parts |
− |
5% |
10% |
|
Discount on follow-up orders |
− |
5% |
8% |
|
Warranty extension |
− |
1 year |
1 year |
|
Availability of spare parts |
1 week |
3 working days |
1 working day |
For our premium members we are available from Monday to Saturday 6:00 to 22:00 (CET)
PREMIUM HOTLINE +43 664 80106 500
For more information please contact rfq@4a.at