34 - TCM380 Quick Start Guide
For locations with a distance between 120 km and 200 km from major metropolitan cities, a supplementary driving time
could be added. This driving time will not exceed 2 hours. A complete list of the countries and major metropolitan cities
where 4-hour response service is available can be requested from your NEC Computers sales agent.
In case the 4 hours service cannot be delivered for a specific location, NEC Computers reserves the right to inform you of
this upon receipt of your “NEC UltraCare Registration Card”. Your NEC UltraCare 4 hours Response Service will be
available from the 10th working day after the reception and validation of the completed “NEC UltraCare Registration
Card” document by NEC Computers or on-line registration.
4 hours Response service is only applicable to Servers. The following items are not included in the 4 hours Response
service: notebooks, monitors, thin clients, keyboards, mice, accessories, racks, peripherals or any other items which are not
built into a Server as an internal component by NEC Computers at the time of purchase. A complete list of countries
where your UltraCare 4 hours. Response service is available can be obtained from your NEC Computers Sales agent.
5.3.5 - 4 hours Response 8x5 Interventions Cut-off time: 13:00 (local time)
The cut-off time is defined as the time by which your intervention must have been logged and qualified by the NEC
Computers Call Centre in order to receive a same business day repair. Interventions logged after the cut-off time or logged
and not qualified at 13:00 (local time) will be carried over to the next business day. Example: If an 8x5 4 hours Response
intervention request is logged at 15:00, NEC Computers commits to arrive on site at 11:00 the next business day. Working
hours for 4 hours. Response service are defined as being between 09:00-17:00 (local time) Monday to Friday, excluding
public holidays. A call is qualified when the NEC engineer has made a final diagnosis.
5.3.6 - 4 hours Response 24x7 Interventions Cut-off time
There is no cut-off time for this service. Please note that NEC Computers Call Centre support will be provided in English
on Saturdays, Sundays, during local holidays, or on business days outside Call Centre opening hours. The NEC Computers
voice response server will request your Product‘s serial number along with your phone number and the failure type. Within
half an hour, a NEC Computers engineer will call you back to qualify the failure and, if necessary, to arrange for an
intervention. For a 24x7 intervention to take place you must be present at the equipment location during the intervention.
Note – if you have not registered your 24x7 4 hours response service you will not be able to contact NEC Computers
outside standard office hours.
5.4 - Repair Time Commitment (RTC) On Site Service
5.4.1 - 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 for an authorised
service engineer to come to your premises. Once arrived on site, the service engineer will check the initial diagnostics and
repair the hardware issue within the committed repair time. 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. The operating system restoration time is not included in the committed repair time. All intervention
costs (travel, parts and labour) are borne by NEC Computers.
RTC service is only applicable for Desktops and Servers. The following items are not included in the RTC service:
notebooks, monitors, thin clients, keyboard, mice, accessories, racks, peripherals or any other items which are not built
into a Desktop or Server as an internal component by NEC at the time of purchase. NEC will not be liable for penalty
claims on these items.
5.4.2 - Repair Time Commitment Geographic Coverage
A complete list of the countries where our UltraCare RTC Service is available can be obtained from your NEC
Computers sales agent.
5.4.3 - 6 hours RTC Geographic Coverage
The NEC authorized service engineer will arrive at your premises and repair the hardware issue within 6 hours after the
NEC Computers Call Centre has logged the intervention request. The UltraCare 6 hours Repair Time Commitment
Service is available within a 120 km radius or less than 2 hours of travel time from major metropolitan cities. The UltraCare
RTC 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.
For locations with a distance between 120 km and 200 km from major metropolitan cities, a supplementary driving time
could be added. This driving time will not exceed 2 hours. A complete list of countries and the major metropolitan cities
where the service is available can be obtained from your NEC Computers sales agent.
In case the UltraCare 6 hour RTC service cannot be delivered for a specific location, NEC Computers reserves the right to
inform you of this upon receipt of your RTC service registration if the service cannot be proposed in a specific remote
area. Your NEC UltraCare 6hr RTC Service will be available from the 10th working day after the reception and validation
of the completed “NEC UltraCare Registration Card” document by NEC Computers or on-line registration. NEC
Computers is entitled to arrange an onsite visit on your equipment location to validate your contract.
5.4.4 - RTC D+x Intervention Cut-off time: 16:00 (local time)
The cut-off time is defined as the time 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.
8048450001_TCM380_QSG.book Page 34 Mardi, 10. juin 2008 4:48 16
