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, 2015
For questions, please email [email protected]
SLA STANDARD **
Services: Includes initial product orientation
Technical Support (Available during business hours, excludes published holidays)
Firmware and software upgrades
Fees: Free for one year after purchase with option to renew
SLA PRIORITY 24 **
Services: SLA Standard, plus…
Technical support 24x7x365
Fees: 10% of the purchase price per year
SLA PREMIUM 24 * **
Services: SLA Standard, plus…
Technical support 24x7x365
Next business day advance loaners
Fees: 15% of the purchase price per year
EXTENDED WARRANTY * **
Services: Extends warranty after year one
Includes repair expenses
International shipping is extra
Expedited shipping is extra
Fees: 10% of the purchase price per year
SLA LEGACY
Services: Includes initial product orientation
Technical Support (Available during business hours, excludes published holidays)
Firmware and software upgrades
Includes Duet, Soloist 2/ 2S, Mirage, edje10xx, edje 20xx, edje 3xxx series units and EOL
Products
Does not include repair expenses or shipping
Note: Most legacy products cannot be repaired