SERVICE DETAILS
Q-MATIC system is a sophisticated system with many electronic and mechanical components. These components are subjected to long hours of operation, wear and tear, and exposed to dust and moisture, which may deteriorate over time. The Q-MATIC system needs to be regularly serviced to maintain its condition, performance and reliability such that it can continue to serve you for many more years.
In addition to the standard warranty to our Q-MATIC system, we will offer our on-site maintenance support service to our customers. Our on-site maintenance support service program provides regular and on-demand servicing and repair to keep Q-MATIC system in excellent working condition.
The key benefits of our maintenance contract are: |
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| 1. |
On-site maintenance support service of ticket machine and LED Display units and other part and components with original manufacturers. |
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| 2. |
Telephone and email technical support assistance. |
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| 3. |
Periodic system checks and servicing to prevent disastrous system failure and high recovery costs. |
Q-MATIC System Parts Coverage
The parts coverage under our on-site maintenance support contract includes the following:
| Devices |
Coverage Scope |
| Q-WIN System |
All software and hardware support service, parts and component will be under separate quote. |
| Q-NOVA System |
All software and hardware support service, parts and component will be under separate quote. |
| LED Display |
Based on original manufacturer warranty . |
Warranty void if damages to the covered equipment are caused by customer mishandling or misuse.
In the event the covered equipment suffers from a major disaster, PPN will use its economically reasonable best effect to ship replacement equipment in an expedited time frame.
Q-MATIC Maintenance Service
Our on-site maintenance support contract fee is a minimized annual fee without any additional charges. The subscription fee includes Telephone, Email and Onsite Technical Support, Emergency Support, within service hour. Fees will be adjusted annually to reflect changes in yearly inflation, repair prices, and changes in installed base.
Our Standard Service Program includes the following:
(Custom Made Service Program can be discussed.)
Periodic Service
| 1. |
Yearly (within contract period) on site maintenance to perform system components checking.
Note: Preliminary system check is considered as the first maintenance job. |
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| 2. |
Retraining for customers on Q-MATIC system operation and maintenance. |
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| 3. |
Update customer on latest Q-MATIC technology and applications. |
On-demand Service
| 1. |
Helpdesk
• Hotline: (852) 2556 2162 |
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| 2. |
Technical Support (Severity 3 & 4 cases as defined by PPN)
• Service Hours: Monday to Friday: 09:00 – 17:00, Saturday: 09:00 – 12:00
• Engineer Telephone Assistance: within 2 hour
• Engineer Onsite Assistance: within next working day |
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| 3. |
Emergency Support (Severity 1 & 2 cases as defined by PPN) |
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• Engineer Telephone Assistance: within 1 hour
• Engineer Onsite Assistance: within 4 Hours
• Out of Hours Onsite Assistance: will be separated quote |
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| 4. |
Repairs |
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• Faulty parts will be replaced on site if spares are available
• Severe faults will be handled by factory
• Factory Repair cycle Time: 10 – 30 days (Expedited service will be charged) |
Notes on Severity Definitions:
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Severity Definitions
(Critical level of customer assistance requests) |
| Severity 1 |
Loss of service condition. System is inoperative and inability to use product has critical effect on Buyer operations. |
| Severity 2 |
System is partially inoperative and severely restricts Customer operations. |
| Severity 3 |
System is usable by Buyer with limited functions. Condition does not severely restrict Buyer operations. |
| Severity 4 |
System is usable and means of circumventing condition has been found, condition does not materially affect Buyer operations. |
For a more detailed description of
our Services, please contact our sales Department at sales@ppn.com.hk or Click Here.
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