6.3.2 BASIC Service
BASIC Service offers full coverage from 8 a.m. to 5 p.m., Monday through
Friday. Options are available to extend your coverage to 12-, 16- or 24-hour
periods, and to include Saturdays, Sundays, and holidays. Under the BASIC
service plan all parts, materials and labor are covered in full.
6.3.3 DECservice
DECservice offers a premium, on-site service for committed response to
remedial service requests made during contracted hours of coverage. Remedial
maintenance will be performed continuously until the problem is resolved,
which makes this service ideal for customers requiring maximum service
performance. Under DECservice all parts, materials, and labor are covered in
full.
6.3.4 Carry-In Service
Carry-in service offers fast, personalized response, and the ability to plan your
maintenance costs for a smaller monthly fee than on-site service. When you
bring your unit to one of the many Digital SERVICenters worldwide, factory-
trained personnel repair your unit within 2 days. This service is available on
selected terminals and systems. Contact your local unit. Digital SERVICenters
are open during normal business hours, Monday through Friday.
6.3.5 DECmailer Service
DECmailer offers expert repair at a per use charge. This service is designed
for users who have the technical resources to troubleshoot, identify, and isolate
the module causing the problem. Mail the faulty module to our Customer
Returns Center where the module is repaired and mailed back to you within 5
days.
6.3.6 Per Call Service
Per call service offers a maintenance program on a noncontractual, time-and-
materials-cost basis. It is appropriate for customers who have to perform
first-line maintenance, but may occasionally need in-depth support from
Multivendor Customer Services.
Preventive Maintenance and Problem Solving 6–5
