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Service Level Agreements

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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.

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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.

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 3.00pm (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, 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.

Pilka nozna. Fortuna I liga. Chrobry Glogow – Podbeskidzie Bielsko-Biala. 18.05.2019

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

The number of years reflect the total extended warranty period to be taken in consecutive years.

 

Service Level Agreement required.

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

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

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

 

No Service Level Agreement required.

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