Technical support and customer service

Technical support and on-site service is carried out in accordance with the obligations (SLA) contained in agreements with manufacturers or supply agreements, or direct agreements with A-Service on a fee-for-service.

Technical support and on-site service includes warranty repairs and carries out for the equipment on which A-Service has direct warranty service contract with the manufacturer for (see "Licenses and certificates"). In this case A-Service company is fully responsible for the terms and quality of SLA.

Technical support and on-site service including other equipment on which A-Service has not direct agreement on the warranty service (absent in "Licenses and certificates section"), carried out on conditions not responsible for the terms and quality of third-party service centers. A-Service carries out the whole complex of works related to technical support and ensure systems operability without repair. If warranty repair is required, A-Service provides delivery to the relevant manufacturer's service center and back.

Technical support and on-site is provided by A Service and authorized service centers.

On-site
8х5
Standard

Support during business hours (8 hours a day, from 09.00 to 18.00 Moscow time) on weekdays (5 days a week, except weekends and holidays) with the engineer's possibility of the on-site service on the Customer's place.

Includes:

  • The procedure for registering and executing requests: receiving requests by phone, e-mail or on-line requests.
  • Information services and consultations: technical support by phone, e-mail consultations, providing software updates subject to licensing agreements, software updates counselling and/or carrying out software updates.
  • Remote diagnostics and providing steps to fix the problem.
  • Service engineer will deliver service onsite or remotely.
  • Diagnostics and equipment’s repair at the installation place
  • In case if it’s impossible to carry out repair works on the site, delivery of equipment to the service center and back.

Note:

* Warranty extension services that establishes the time limits for warranty repairs of faulty equipment, other than standard ones, are purchased separately

* Delivery and return of equipment weighing more than 50 kg is paid extra

* If the customer is located outside the administrative center an additional surcharge to the standard cost of the service is established

On-site
24x7
Standard

24/7 customer support, including on weekends and holidays(24 hours a day, 7 days a week), with the engineer's possibility of the on-site service on the Customer's place.

Includes:

  • The procedure for registering and executing requests: receiving requests by phone, e-mail or on-line requests.
  • Information services and consultations: technical support by phone, e-mail consultations, providing software updates subject to licensing agreements, software updates counselling and/or carrying out software updates.
  • Remote diagnostics and providing steps to fix the problem.
  • Service engineer will deliver service onsite or remotely.
  • Diagnostics and equipment’s repair at the installation place
  • In case if it’s impossible to carry out repair works on the site, delivery of equipment to the service center and back.

Note:

* Warranty extension services that establishes the time limits for warranty repairs of faulty equipment, other than standard ones, are purchased separately

* Delivery and return of equipment weighing more than 50 kg is paid extra

* If the customer is located outside the administrative center an additional surcharge to the standard cost of the service is established

On-site
8х5
Premium

Support during business hours (8 hours a day, from 09.00 to 18.00 Moscow time) on weekdays (5 days a week, except weekends and holidays). Response time - within 8 working hours from the moment of receipt of the incident, with the engineer's possibility of the on-site service on the Customer's place within 24 working hours from the decision moment of the need for on-site service.

Includes:

  • The procedure for registering and executing requests: receiving requests by phone, e-mail or on-line requests.
  • Information services and consultations: technical support by phone, e-mail consultations, providing software updates subject to licensing agreements, software updates counselling and/or carrying out software updates.
  • Remote diagnostics and providing steps to fix the problem.
  • Service engineer will deliver service onsite or remotely.
  • Diagnostics and equipment’s repair at the installation place
  • In case if it’s impossible to carry out repair works on the site, delivery of equipment to the service center and back.

Note:

* Warranty extension services that establishes the time limits for warranty repairs of faulty equipment, other than standard ones, are purchased separately

* Delivery and return of equipment weighing more than 50 kg is paid extra

* If the customer is located outside the administrative center an additional surcharge to the standard cost of the service is established

On-site
24x7
Premium

24/7 customer support, including on weekends and holidays(24 hours a day, 7 days a week). Response time - within 8 working hours from the moment of receipt of the incident, with the engineer's possibility of the on-site service on the Customer's place within 24 working hours from the decision moment of the need for on-site service.

Includes:

  • The procedure for registering and executing requests: receiving requests by phone, e-mail or on-line requests.
  • Information services and consultations: technical support by phone, e-mail consultations, providing software updates subject to licensing agreements, software updates counselling and/or carrying out software updates.
  • Remote diagnostics and providing steps to fix the problem.
  • Service engineer will deliver service onsite or remotely.
  • Diagnostics and equipment’s repair at the installation place
  • In case if it’s impossible to carry out repair works on the site, delivery of equipment to the service center and back.

Note:

* Warranty extension services that establishes the time limits for warranty repairs of faulty equipment, other than standard ones, are purchased separately

* Delivery and return of equipment weighing more than 50 kg is paid extra

* If the customer is located outside the administrative center an additional surcharge to the standard cost of the service is established

On-site
8х5
NBD

Support during business hours (8 hours a day, from 09.00 to 18.00 Moscow time) on weekdays (5 days a week, except weekends and holidays). Response time- within 4 working hours from the moment of receipt of the incident, with the engineer's possibility of the on-site service on the Customer's place within 8 working hours from the decision moment of the need for on-site service.

Includes:

  • The procedure for registering and executing requests: receiving requests by phone, e-mail or on-line requests.
  • Information services and consultations: technical support by phone, e-mail consultations, providing software updates subject to licensing agreements, software updates counselling and/or carrying out software updates.
  • Remote diagnostics and providing steps to fix the problem.
  • Service engineer will deliver service onsite or remotely.
  • Diagnostics and equipment’s repair at the installation place
  • In case if it’s impossible to carry out repair works on the site, delivery of equipment to the service center and back.

Примечание:

* Warranty extension services that establishes the time limits for warranty repairs of faulty equipment, other than standard ones, are purchased separately

* Delivery and return of equipment weighing more than 50 kg is paid extra

* If the customer is located outside the administrative center an additional surcharge to the standard cost of the service is established

On-site
24х7
NBD

24/7 customer support, including on weekends and holidays(24 hours a day, 7 days a week). Response time - within 4 working hours from the moment of receipt of the incident, with the engineer's possibility of the on-site service on the Customer's place within 8 working hours from the decision moment of the need for on-site service.

Includes:

  • The procedure for registering and executing requests: receiving requests by phone, e-mail or on-line requests.
  • Information services and consultations: technical support by phone, e-mail consultations, providing software updates subject to licensing agreements, software updates counselling and/or carrying out software updates.
  • Remote diagnostics and providing steps to fix the problem.
  • Service engineer will deliver service onsite or remotely.
  • Diagnostics and equipment’s repair at the installation place
  • In case if it’s impossible to carry out repair works on the site, delivery of equipment to the service center and back.

Note:

* Warranty extension services that establishes the time limits for warranty repairs of faulty equipment, other than standard ones, are purchased separately

* Delivery and return of equipment weighing more than 50 kg is paid extra

* If the customer is located outside the administrative center an additional surcharge to the standard cost of the service is established

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