NEC UltraCare
SM
Services - 33
5.1.1 - Definition
NEC Computers delivers a complete replacement unit or a Client replaceable spare part at your premises (e.g. accessories,
batteries, keyboards, mice, etc.). Service levels may vary per country/region.
When NEC Computers Call Centre diagnoses a hardware problem, NEC Computers will dispatch an authorised courier
company to your premises to collect the failing Product and deliver a functional unit. You are required to have the faulty
unit or part ready and available for replacement in order to obtain the replacement unit. Within the scope of this service
and following NEC Computer's prior authorization, you may replace the spare part yourself. All intervention costs (travel,
parts and labour) are borne by NEC Computers.
5.1.2 - On-site Exchange Cut-off time: 16:00 (local time)
The cut-off time is defined as the time on a given day by which your intervention must have been logged by the NEC
Computers Call Centre in order for the service level to apply. Interventions logged after the cut-off time will take an
additional business day before service can be provided.
5.2 - Pick Up, Repair and Return (PURR) Service
5.2.1 - Definition
NEC Computers coordinates the collection, repair and return of the Product. Service levels may vary per country/region.
When NEC Computers Call Centre diagnoses a hardware problem, NEC Computers will invite you to prepare the
Product for shipment. A NEC Authorised Service Partner will contact you to arrange for the pick-up of the Product. On
the agreed business day, a NEC authorised courier company will pick up the Product at your premises. Once the Product
is repaired in our certified NEC Computers repair centre, the courier company will return the Product to the same
location. All costs (transports, parts and labour) are borne by NEC Computers.
5.2.2 - Geographic Scope
A complete list of the countries where the PURR service is available can be obtained from your NEC Computers sales
agent. If you purchased your product and require service in another country than that of purchase, please contact your local
NEC reseller for service. NEC UltraCare Warranty geographical coverage is only available on the mainland of the country
of purchase. Overseas territories, islands and remote areas service coverage can vary per country and specific details can be
requested from your local NEC Computers Client Service Office.
For International warranty service for laptop, please refer to the paragraph 5.7 for details.
5.2.3 - Pick Up, Repair and Return Cut-off time: 15:00 (local time)
The cut-off time is defined as the time by which your intervention must have been logged by the NEC Computers Call
Centre in order for the service level to apply. Interventions logged after the cut-off time will take an additional business day
to arrange pick up of the product.
5.3 - On-site Repair D+x
5.3.1 - Definition
NEC Computers coordinates the repair of the Product on site at your premises. Service levels may vary per country/
region.
When NEC Computers Call Centre diagnoses a hardware problem, NEC Computers will arrange an intervention date
with you. On the agreed business day, a NEC authorized service engineer will come to your premises to check the initial
diagnostics and repair the hardware issue. If the repair requires replacement of a hard disk, the engineer will restore the
operating system to a functional level, using the NEC licensed operating system copy which you must provide. You are
then responsible for restoring any additional software beyond the operating system and for reloading the data from the
backup. All intervention costs (travel, parts and labour) are borne by NEC Computers.
5.3.2 - On-site Repair D+x Geographic Coverage
A complete list of the countries where our On-site service is available can be obtained from your NEC Computers sales
agent. If you purchased your Product and require service in another country than that of purchase, please contact your local
NEC reseller for service. NEC UltraCare Warranty geographical coverage is only available on the mainland of the country
of purchase. Overseas territories, islands and remote areas service coverage can vary per country and specific details can be
requested from your local NEC Computers Client Service Office.
NEC UltraCare Services are only valid in the country where both the NEC UltraCare Service and the corresponding
Product were purchased (unless otherwise stated by NEC Computers).
5.3.3 - On site Repair Cut-off time: 16:00 (local time)
The cut-off time is defined as the time on a given day by which your intervention must have been logged and qualified by
the NEC Computers Call Centre in order for the service level to apply. Interventions logged after the cut-off time or
logged and not qualified, will take an additional business day before service can be provided. A call is qualified when the
NEC engineer has made a final diagnosis.
5.3.4 - 4 hours Response Geographic Coverage
A complete list of the countries where our UltraCare 4 hours Service is available can be obtained from your NEC
Computers sales agent.
The NEC authorized service engineer will arrive at your premises within 4 hours after the NEC Computers Call Centre
has logged and qualified the intervention request. The UltraCare 4 hours response service is available within a 120 km
radius or less than 2 hours of travel time from major metropolitan cities. The UltraCare 4 hours Response service is not
available in overseas territories, islands and remote areas. Please note the intervention period (8x5 or 24x7) determines
whether the service level is in hours or business hours.
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