Warranty - Instruments
Typically if an Instrument fails and the customer is reasonably sure that its not due to user error, the instrument is required to be shipped to our service centre. After inspection, the instrument is officially pronounced a warranty claim, or not.
If the claim under warranty, we undertake to replace all faulty parts and return the instrument at our expense to the customer. This process does NOT include free labour. This will be charged for at normal labour rates, in line with standard practice in our type of industry.
If not deemed a Warranty Claim, a quotation is submitted to the customer and no work will be carried out until an official purchase order is obtained.
Warranty - Software*
Typically on all software, bugs are repaired free of charge
Modifications and customisations, where allowed, will be charged for at standard rates.
Warranty - Computers
If we have supplied a PC or Laptop, it is usually subject to the manufacturers standard support terms and conditions. The customer is obliged to ascertain these terms and conditions, and take appropriate action. Typically we only supply reputable makes that come with 1 - 3 year "Walk In" support.
All of the above are always open to discussion, and case by case other decisions may be made. Our experience is that our Principals go a long way to support their brand, and usually exceed customers expectations.
Delivery and Installation - Instruments
Instruments delivered have typically been checked on arrival in South Africa at our Service Centre and are ready to run. Complex Instruments may need a commissioning process and this will have been highlighted and already catered for in the original sale negotiation. The majority of our Instruments are "Plug and Play" so typically we do not highlight an extra cost. "Plug and Play" systems can typically be user installed. During this phase, we offer the local sales representative, backed with Skype, Team View, YouTube videos or similar digital support. Should a "Plug and Play" Instrument fail to install, support will be provided on a pay as you use basis, unless a warranty issue arises.
Delivery and Installation - Software*
All our software, whether provided on CD, DVD, USB Storage or Downloaded from the Internet is "Plug and Play" installable. The site IT manager should find no difficulty with this area. During this phase, we offer the local sales representative, backed with Skype, Team View, YouTube videos or similar digital support. Should a "Plug and Play" Instrument fail to install, support will be provided on a pay as you use basis, unless a warranty issue arises.
Delivery and Installation - Computers
Computers can easily be installed by the site IT manager or even users as long as the required permissions are on hand. During this phase, we offer the local sales representative, backed with Skype, Team View, YouTube videos or similar digital support. Should a "Plug and Play" Instrument fail to install, support will be provided on a pay as you use basis, unless a warranty issue arises.
Implementation - Instruments
Complex Instruments may need an implementation process and this will have been highlighted and already catered for in the original sale negotiation. Typically, most instruments need only be installed and setup up initially, and no further implementation is required.
Implementation - Software*
All software supplied is support by a Tech Support service from our website, mail or phone / Team View support.. Depending on the degree of complexity, especially where customisation is required, charges for the above services will be levied at an hourly rate. Large implementations are usually budgeted for up front, and customers who refuse to agree to such charges may be denied use of the software, unless it is agreed that the customers in-house competency does not require further assistance. We will take no responsibility for failed implementations due to lack of implementation support, or the use of third party un certificated support.
Implementation - Computers
Typically nothing is required in this regard. We have access to a wide range of IT support expertise, and will charge at an hourly rate to assist site IT managers to integrate our products with their Networks and other Protocols.
Training - Instruments
All Instruments come with extensive manuals, videos and other training material. During Installation, basic training is given, and a revision training is available free of charge after a few weeks when the users become familiar with the procedures. RETRAINING will be charged for at hourly rates.
Training - Software*
All Software comes with extensive manuals, videos and other training material. During Installation, basic training is given, and a revision training is available free of charge after a few weeks when the users become familiar with the procedures.
Complex Software requires formal training, charged at hourly rates, and this is usually highlighted in the sales process and budgeted for.
RETRAINING will be charged for at hourly rates.
Training - Computers
Little or no training is required for computers. Typically whatever is required is carried out by the site IT manager. We are happy to offer suitable support at hourly rates if required.
On Site Calibrations/Service/Support/Training
We are happy to offer on site support on the understanding that all charges related to getting a person to a site is paid for by the customer. An hourly rate is also charged to carry out the on site task. Typically we require an official order number and at least 60% advance confirmed payment. We however try to avoid on-site activities wherever possible, to reduce the cost of ownership and reduce down time, by implementing as many remote support protocols as possible.
* Software is understood to be current Licensed Legal versions. No support will be given for unlicensed software.
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