Include the approximate time and day the problem occurred, the spot ID of the
material being inserted and what the operator reported about the incident. It is also
helpful to note any recent changes to the system. More information is always better
than too little information.
●
Your Contact Data:
Please include contact information so we can reach you to
discuss how to fix the problem, additional troubleshooting steps that are required or
to gather more complete information regarding the problem. Please include your
facility name (or call letters), your name, title, email address, telephone number,
hours of work, and other contact persons if you are not available.
SLA Options
Effective January 1, 2014
For questions, please email
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SLA STANDARD*
Services: Includes initial product orientation
Technical support M-F 8AM-8PM (EST)
Firmware and software upgrades
Includes repair expenses**
Includes ground shipping within US
International shipping is extra
Fees: Free for one year after purchase
●
SLA PRIORITY 24*
Services: SLA Extended Warranty plus…
Technical support 24x7x365
Expedited shipping is extra
●
SLA PREMIUM 24*
Services: SLA Priority 24 plus…
Next business day advance loaners
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SLA EXTENDED WARRANTY*
Services: Extends warranty after year one
Includes repair expenses
Expedited shipping is extra
●
SLA LEGACY
Services: Includes initial product orientation
Technical support M-F 8AM - 8PM (EST)
Firmware and software upgrades
Includes Duet, Soloist 2/ 2S, Mirage, edje1013/1015/2000/2100/2110.
Most legacy products cannot be repaired
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SLA SESSION SUPPORT
Services: Technical support M-F 8AM - 8PM (EST)
Includes support for 5 days after first call
●
SE SUPPORT
Services: Event based on-site technical representation