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Service level agreements

Warranty Extension

Warranty extension commences after the standard 2-year manufacturer warranty for defined serial numbers.

The warranty extension includes:

  • The free repair of the defective device during the term of the contract
  • If the device cannot be repaired, it will be changed against a replacement device
  • Free standard return delivery
  • Free software updates (new features are not necessarily included)
Part Number Extended warranty in years
SLA-EWA-3 1  
SLA-EWA-4 2  
SLA-EWA-5 3  
SLA-EWA-6 4  
SLA-EWA-7 5  
SLA-EWA-8 6  
SLA-EWA-9 7  
SLA-EWA-10 8  


Each year of extended warranty is charged with a certain percentage. For the total number of years of extended warranty, these annual percentages must be added together.

There are two scenarios:
Scenario 1: Extended warranty purchased at the time of the initial equipment purchase.

Scenario 2: Extended warranty purchased aft er the initial equipment purchase, with some of the years not being covered by an extended warranty. Each gap year will increase the cost of each year of warranty extension by 1%.

Support

Our highly qualified technical support team will provide assistance according to the level of support booked.

Support includes:

  • Receipt of error report by phone or e-mail
  • Opening a ticket
  • Assistance with problems caused by operating errors
  • Troubleshooting and solution with the support of the partner/customer
  • Definition and execution of factory tests
  • Escalation to R&D department
  • Coordination of on-site service – IHSE’s on-site service can be requested on demand.

Phone Support Packages:

  • Package 1 (SLA-SUP-85):
    8h/5days Monday to Friday except Baden-Württemberg and German bank holidays
    Level: Standard phone support or e-mail on weekdays
    Availability: Mon to Fri, 8.30 am – 4.30 pm
    Duration of Contract: no minimum contractual period
    Costs: free of charge
  • Package 2 (SLA-SUP-247):
    24h/7days Monday to Sunday including bank holidays
    Level: Extended support by phone or e-mail
    Availability: Mon to Sun, 8.00 am – 6.00 pm with one hour response time and from 6.00 pm – 8.00 am with 2 hours response time
    Duration of Contract: minimum 2 year contract

 

Service Level Agreement required.

Stock Holding

Upfront replacement of defective devices.

With the option of stock-holding, replacement devices are held in stock and can be called upon in the event of a fault. This is for a device specified by its serial number.

The stock-holding service includes:

  • Error analysis by the technical support team in cooperation with the customer
  • Same day dispatch of a replacement device upon receipt of the error report before 12pm (Monday to Friday) and subsequent initial analysis of the error. Except Baden-Württemberg bank holidays and German bank holidays
  • Express courier service for same day shipment of the replacement unit (delivery typically next business day; except Baden-Württemberg bank holidays and German bank holidays)
  • Installing of the latest available backup file and firmware of the system
  • Free-shipping to named destination as per SLA agreement
  • Warranty extension by the same number of years as per the chosen stock holding option. This applies only to one device specified by its serial number. Example:
    • Device 1 – stock holding, warranty included
    • Device 2 – stock holding, warranty NOT included (options: purchase additional warranty or leave without additional warranty)

Part Numbers:

  • DRACO tera enterprise – minimum runtime of the stock-holding 3 years
    (SLA-SHO-DTE)
  • DRACO tera compact – minimum runtime of the stock-holding 2 years
    (SLA-SHO-DTC)
  • DRACO vario / compact extender – minimum runtime of the stock-holding 2 years
    (SLA-SHO-DVE)

 

Service Level Agreement required.

On-Site-Service

Our highly qualified technical support team will provide on-site support according to the level of on-site support booked.

On-site service packages:

  • Package 1:
    Availability: Monday – Friday including bank holidays
    Level: On-site troubleshooting within 48h after receipt of error report at IHSE headquarters
  • Package 2:
    Availability: Monday – Friday including bank holidays
    Level: On-site troubleshooting within 24h after receipt of error report at IHSE headquarters
  • Package 3:
    Availability: Monday – Sunday including bank holidays
    Level: On-site troubleshooting within 24h after receipt of error report at IHSE headquarters

IHSE’s on-site service can be requested if the customer or the partner are unable to solve the problem.

On-site service costs are calculated on a case-by-case basis.

IHSE Service Level Agreements