After-sales service

Overview

The requirements to hardware and software availability are as manifold as the possible fields of application. Every operator must define his individual requirements to the degree of fail-safety of the hardware and to the requested hardware service. To meet these requirements transtec offers a manufacturer's warranty and in addition diverse service packages which you can select depending on your needs for availability and reaction time.

Service level		Express exchange		Bronze		Silver		Gold
Services		Express exchange in advance with express delivery of the replacement parts		3 years Bronze onsite service		3 years Silver onsite service		3 years Gold onsite service
Service keyword		5 x 8		5 x 8, NBD		24 x 7 x 8		24 x 7 x 4
onsite technician		-		next working day		within 8 hours		within 4 hours
Reaction time		8 hours		8 hours		4 hours		4 hours
Total period		3 years, 5 years		3 years, 5 years		3 years, 5 years		3 years, 5 years
Telephone hotline		Monday to Friday, 8:00 a.m. - 06:00 p.m.				Monday to Sunday, 0:00 a.m. - 12:00 p.m.
Alternative contact
Online form		You can report faults comfortably via an online form.
Collection		Our technician takes along defective components or we come and collect them.

If during the phase of project design you become aware that you need a service which should be as tailor-made as your hardware, please contact our team of consultants - we are glad to offer you our assistance.

Exchange of parts without long waiting periods

The ideal entry for your hardware. If case of a hardware fault, a replacement component will be sent by express the very same day. Our logistics partner will come and collect the defective hardware at your address.

This service is suited for all those who are not sufficiently covered by a mere manufacturer's warranty and who are not able to replace the hardware by themselves.

Express Exchange Service for transtec hardware:

• Sending of replacement parts via express delivery
• Reaction time within 8 working hours
• Collection of the defective parts or of the system by one of the forwarding agents ordered by transtec

For additional information please refer to the description of services of this service level.

One technician for all cases

You prefer to have an onsite technician? Then the Bronze Service is the right option. In case of a hardware defect a service technician will come to you within the next working day and carry out the repair. The technician takes along the defective components or transtec comes to collect them.

Bronze Service for transtec hardware:

• onsite service
• Reaction time within 8 working hours
• Time of arrival on the next working day (if notified in time)
• Collection of the defective parts or of the system by one of the forwarding agents ordered by transtec

For further information please refer to the description of services of this service level.

Can we get you more than this?

Your service for raised standard pretentions. You can access our 24-hours, free telephone hotline. If the telephonic qualification reveals a fault, a service technician will come to you within 8 hours and will start to repair the system - even in the evening or on weekends.

If you prefer a 24x-7 service or a desired date of use for the next working day, the Silver Service is the optimum choice for you.

Silver Service for transtec hardware:

• onsite service
• Enterprise hotline on 24 hours per day, on 7 days per week, on 365 days per year
• Reaction time within 4 hours
• Arrival time within 8 hours
• Collection of the defective parts or of the system by one of the forwarding agents ordered by transtec

For additional information please refer to the description of services of this service level.

As flexible are you are yourself!

The service for highest pretentions. You need the recovery of your system as soon as possible and even on weekends or on holidays? Then our Gold Service is the right option for you. After having reported a damage to our free 24-hours hotline and after having completed the qualification, a service technician will arrive within 4 hours to start to recover the system.

Gold Service for transtec hardware:

• onsite service
• Enterprise hotline on 24 hours per day, on 7 days per week, on 365 days per year
• Reaction time within 4 hours
• Arrival time within 4 hours
• Collection of the defective parts or of the system by one of the forwarding agents ordered by transtec

For additional information please refer to the description of services of this service level.