STANDARD WARRANTY – LAB & FIELD PRODUCTS
By default, 3-year Hardware/Software Warranty and Maintenance are provided for TestTree Lab & Field products. This warranty corresponds to the 3-year Advance Support Services package, detailed below.
STANDARD WARRANTY – MONITOR PRODUCTS
By default, a 1-year Hardware Warranty is provided for TestTree Monitor products. Hardware warranty extension is possible via the Advance or Premium Support Services, and must be done at product purchase to extend the benefits of the standard hardware warranty.
Support Services provided by TestTree are comprised by one Standard level (included by default for all products) and 4 additional levels available for purchase:
- Advance (Hardware + Software) included in Lab & Field products
- Advance Software
- Premium Software
- Premium Hardware
These services can be purchased in 1-year, 3-year or 5-year package, and can be renewed up to a total of 5 years.
SUPPORT SERVICES DETAIL
Hardware Support Services
- Free of charge repair of defective hardware with a turnaround of 30 days.
- Replacement of defective hardware with a new unit shipped from TestTree France within 10 days of confirmation of defective product (before reception of the faulty unit).
Premium Advance Replacement
- Replacement of defective hardware with a new unit shipped from TestTree France within 1 business day of confirmation of defective product; replacement unit coming from a dedicated customer spare stock.
Out of Warranty Hardware Repair
When the Warranty period has expired, product repair will be charged to the Customer with a turnaround of 30 days.
Software Support Services
- Answers to incoming requests regarding hardware warranty and eventual questions or issues raised.
Software Upgrade & Priority Helpdesk
- Access to all software and firmware updates, including the provision of bug fixes and new product features.
- Guaranteed response time and answers to incoming requests, provided by skilled support engineers through email, telephone as well as remote access investigation in order to deal with the questions & issues raised.
Premium Software Support
- Advanced operational maintenance and support provided by TestTree technical team with guaranteed response time.
- Pro-active Customer site visits to check system status as well as a dedicated SLA contract manager assigned to the Customer.