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Steljes Service Level Agreement – effective from 1st February 2014
SMART and Steljes Ltd work in partnership to ensure that you receive the best available service and support both during and after your SMART product purchase. In order to maintain this high level of service, SMART and Steljes Ltd have adopted a number of quality assurance schemes, which can be identified by looking out for the following logos:
For further information on SMART Factory Trained Installers, ISO 9002 or SMART Authorized Service Organizations, please contact Steljes Customer Services or your reseller.
Important Numbers Steljes Customer Services - +44 (0)8450 747007 Steljes Technical Services - +44 (0)8450 724999 Steljes Training - +44 (0)8450 747001 Steljes Technical Service Team: The Technical Team aims to provide telephone and/or email warranty support for your product between the hours of 9.00am to 5.30pm Monday to Friday, excluding English Bank Holidays and Christmas closures.
1. Eligible Products Only Product located in mainland UK and Northern Ireland, supplied by Steljes Ltd through a Steljes approved reseller are eligible for cover under the Plan.
2. If you suspect a problem? Once you have confirmed you believe the problem is due to the product covered by this warranty (as opposed to other equipment that may be affecting the performance of this product), you will need to contact the Steljes Technical Team either by phone on +44(0) 8450 724999, or by email at
[email protected] . The Technical Team will help diagnose to ensure the unit is genuinely defective under warranty. Please ensure you have the serial number of your Smart product available otherwise we may not be able to assist you. Your product will either have one of the following warranties. If you are unsure, the Technical Team will be able to advise you ( Note: some on-site warranties require registration, and if this registration has not been carried out under the terms and conditions of that warranty, that on-site warranty may be void). a) On-site warranty b) Collect, Repair and Return warranty (CRR Warranty) c) Return to Base warranty.
Note: In all cases, diagnostics/updates as we advise should be carried out to ensure your warranty is valid. Failure to do so may invalidate the warranty and result in charges to you.
Copyright© Steljes Ltd 2013. All rights reserved. No part of this publication may be reproduced without permission. All third party trademarks and copyrights are acknowledged herein. Warranty effective 1st February 2014
Steljes Service Level Agreement – effective from 1st February 2014 To enable your warranty claim to process we will need following information: −The SMART product serial number and when applicable, system/lamp hours . − A contact name and telephone number − A full description of the fault symptoms − The address (including exact location details) of the product. For all on-site and Collect, Repair and Return Warranties the following additional information will also be required: − The contact name and telephone number of the person to whom the Steljes engineer should report at the location. For any site visits, normal access is expected which is classed as normal highway access with local on-site parking , lift access for any heavy product( Defined as product heavier than 50kg)) located above ground floor, no additional security arrangements , and room available at time of visit etc. For heavy products, lift access must also be sufficient for lifting equipment and flight cases . Access must also be allowed for specialist equipment as required such as lifting equipment. Should any of the above not be the case, Steljes must be informed beforehand and Steljes reserve the right to make charges for additional time on site and additional resources needed. Please note standard visit times for all on-site visits are 9am – 5.30pm normal working days with no specific time. At a small additional cost, visits can be arranged between 9am-1pm or 1pm-5.30pm. Unfortunately no fixed time can be provided. You should also inform us if unit is in poor condition or security marked. In such cases we may provide a collect, repair and return service or RTB service. In both cases you will be responsible for removal and reinstall of units. Failure to inform us of this may result in charges to you. For any site visits including courier pick-up/deliveries that are arranged, Steljes must be informed of any cancellations by at least 2pm the previous working day to the visit. Failure to do this may result in full charges applying.
3. The Warranty Process. a) ON SITE and COLLECT, REPAIR and RETURN (CRR) WARRANTIES The Technical Team will confirm the proposed date of the service visit. A service visit will not be scheduled if the Technical Team is able to diagnose and resolve the problem over the phone or by email. A reference number will be issued by the Technical Team once they have logged your warranty issue. This reference number should be quoted at all times when communicating with the Technical Team
During a Service Visit 1.
The Steljes engineer will endeavor to rectify or repair the reported fault on-site. However if the Steljes engineer advises the Customer that the fault is due to installation by or on behalf of the Customer , incorrect or not in accordance with the manufacturer’s standards and guidelines, the fault will not be covered by the Plan (see 4. Exclusions below) and Steljes reserves the right to charge a call-out fee.
2.
If the Steljes engineer is unable to repair the Product and the fault is not due to installation by or on behalf of the Customer, incorrect use or not in accordance with the manufacturer’s standards and guidelines, then a replacement Product will be provided (which may be a refurbished unit) for onsite warranty, or unit will be removed for repair for CRR Warranty.
3.
The end user on-site contact will be asked to sign the engineer’s Service Visit Sheet to acknowledge that the engineer has made the service visit and investigated/rectified the fault. The Service Visit Sheet will show a brief fault analysis, the actions taken and/or further action required and details of any equipment removed and/or replaced, or in the case of CRR warranty, acknowledge the unit /installation is as per the Visit sheet.
Copyright© Steljes Ltd 2013. All rights reserved. No part of this publication may be reproduced without permission. All third party trademarks and copyrights are acknowledged herein. Warranty effective 1st February 2014
Steljes Service Level Agreement – effective from 1st February 2014 Any issues that are believed to exist as a result of the service visit must be reported to Steljes within 7 working days of the service visit taking place. Steljes accept no liability for anything reported outside this period. For any product with CRR Warranty that is deemed to be a genuine warranty failure and not repairable on site, Steljes will ordinarily repair the product within 7- 14 working days of removal (subject to parts availability) .
Response Times for On-Site and CRR Service: All service requests received and approved by Steljes by 14:00hrs are processed using the following matrix:
All Units other than Smart Panels(including LRS Panels), Smart Overlays and Smart HAWMS:
Territory
SLA for Onsite Visit
Mainland UK (excluding (i) areas with the following postcode prefixes: KW, IV & PH; (ii) Northern Ireland; and (iii) all UK islands) Postcode areas with the following postcode prefixes: KW, IV, PH; and Northern Ireland and (iii) all UK Islands
Next working day 4 working days
Smart Panels (Including LRS Panels) only:
Territory
SLA for Onsite Visit
Mainland UK (excluding (i) areas with the following postcode prefixes: KW, IV, PH, AB, NR, SA, TQ, TR (ii) Northern Ireland; and (iii) all UK islands) Postcode areas with the following postcode prefixes: KW, IV, PH, AB, NR, SA, TQ, TR (ii) Northern Ireland; and (iii) all UK islands)
Next working day
4 working days
Smart HAWMS only:
Territory
SLA for Onsite Visit
Mainland UK (excluding (i) areas with the following postcode prefixes: TR,PL,TQ,EX,TA,DT,NP,CF,LD,SA,SY,LL,DG,TD,EH,ML,KA,PA,FK,KY,DD AB, IV, KW, PH, BH, (ii) Northern Ireland and (iii) all UK Islands
Next working day
Postcode areas with the following postcode prefixes: TR,PL,TQ,EX,TA,DT,NP,CF,LD,SA,SY,LL,DG,TD,EH,ML,KA,PA,FK,KY,DD AB, IV, KW, PH, BH, (ii) Northern Ireland and (iii)all UK Islands
4 working days
Smart Overlays only:
Territory
SLA for Onsite Visit
Mainland UK (excluding (i) areas with the following postcode prefixes: KW, IV, PH, AB, NR, SA, TQ, TR (ii) Northern Ireland; and (iii) all UK islands)
Next working day for initial site visit. If confirmed defective, 5 working days to replace unit following initial visit.
Postcode areas with the following postcode prefixes: KW, IV, PH, AB, NR, SA, TQ, TR (ii) Northern Ireland; and (iii) all UK islands)
4 working days for initial site visit. If confirmed defective, 5 working days to replace unit following initial visit
Please note that all response times are estimates only – Steljes will use reasonable endeavors to meet these response times but they cannot be guaranteed. All response times are subject to component stock holdings at time of service call and travel limitations.
Copyright© Steljes Ltd 2013. All rights reserved. No part of this publication may be reproduced without permission. All third party trademarks and copyrights are acknowledged herein. Warranty effective 1st February 2014
Steljes Service Level Agreement – effective from 1st February 2014
b) RETURN TO BASE WARRANTY 1.
A returns number and returns address will be issued by the Technical Team once they have logged the request for a product return. This returns number should be quoted at all times when communicating with the Technical Team. In all cases it is your responsibility to return the product to Steljes and you must ensure: - Product is correctly addressed and labeled with correct returns number as supplied by Steljes - Product is well packed to prevent any damage. Should any damage be found, you will be notified (please note this may invalidate the terms of the plan) - All accessories must be included unless this has been otherwise agreed by Steljes
2.
Failure to adhere to any of the above may result in delays, rejection of the unit and possible charges. For any product deemed to be a genuine warranty failure, Steljes will ordinarily repair or replace the product within 7- 14 working days of receipt (subject to parts availability).
3.
Should the cause of failure be deemed not to be a genuine warranty failure but due to damage/abuse etc, the unit will be deemed ‘out of warranty’ , .In such cases, you will also be responsible for return transport costs and Steljes reserve the right to charge an assessment fee of £90.00
4.
Should the product be found to have no fault, you will be notified and clarification asked of the fault to try and replicate. Unit will also undergo longer soak testing before deemed ‘no fault found’ and returned. In such cases, you will also be responsible for return transport costs and Steljes reserve the right to charge an assessment fee of £90.00.
5.
Once the product has been repaired or in cases where the unit is not repairable and a replacement is to be provided, you will be contacted to clarify a suitable return delivery date. Steljes will arrange delivery ay Steljes cost.
4. Exclusions Failures related or due to any of the following are not included within the Plan: − Installation*, set-up or configuration of the Product − Third party hardware, software, PCs, laptops or projectors − External third party cabling − Use not in accordance Product instructions* or user error − Missing items such as cables or fixings** Notes: * Instructions on the correct installation and use of the Product are supplied with each unit. Failures due to incorrect installation and / or use may invalidate the plan and incur a charge.
Copyright© Steljes Ltd 2013. All rights reserved. No part of this publication may be reproduced without permission. All third party trademarks and copyrights are acknowledged herein. Warranty effective 1st February 2014
Steljes Service Level Agreement – effective from 1st February 2014
The Steljes Warranty Plan requires installation only by SMART Certified Installers. Steljes always requires installation by a qualified SMART Accredited Installer that can be identified by the following logo:
** Items missing on delivery should be reported to Steljes Customer Care on +44 (0)8450 747007 within 24hrs of delivery. Failures caused by any of the following are not included within the Plan: − Relocation or transportation − Servicing not authorised by Steljes or its subsidiaries − Acts of God, fire, flood, violence or any other similar occurrence. − Damage or physical abuse − Environmental conditions
5. SMART Product Owner Obligations The Product owner is responsible for: − the choice of Product and its suitability for purpose; − ensuring the equipment is installed and used in strict accordance with the manufacturer’s guidelines*; − ensuring that routine maintenance and cleaning are performed in accordance with the manufacturer’s guidelines*; − telephone and postal charges in contacting Steljes; − specifications and instructions given to the Technical Team; and − all third party hardware and software, its performance, licences and authorisations.
Note: *; Instructions on the correct use, periodic care, routine maintenance and functionality of the Product are contained within the manufacturer’s operating handbook . Failure to provide Steljes with all reasonable information, co-operation, facilities and access to the Product may mean Steljes is unable to provide the required service and support in accordance with the Plan. On occasion it may be necessary to examine the faulty Product at the premises where it is located or at Steljes’ own premises. Steljes owns any original Product or Product part that it replaces under the Plan. Steljes may charge the owner for these originals if they are not returned on request.
Copyright© Steljes Ltd 2013. All rights reserved. No part of this publication may be reproduced without permission. All third party trademarks and copyrights are acknowledged herein. Warranty effective 1st February 2014
