NATEC Rewrite Card System - Warranty
For Local Customers (Hong Kong)
Hardware
One-Year Free Off-Site Warranty within Metro H.K. Area*
One-to-One Replacement based on Chinetek Intelligence’s Sole Discretion.
Natec Printer Print-Head NOT included
*For Near-by Islands, Macau: Customer pays for Travel Fee (transportation expense, round trip) and Lodging if necessary.
Software
One-Year post UAT warranty period will be provided to resolve any technical errors arising from the programs.
Chinetek Intelligence will NOT be responsible for any amendments, alterations or modifications NOT specified or stated in the signed-off-requirement list.
Unlimited hotline support will be provided during 10am to 5pm from Monday to Friday and not included any public holidays.
Service provided in the Warranty / Maintenance period:
- Free telephone, facsimile and email support during 10am to 5pm from Monday to Friday and not included any public holidays.
We will exercise our best efforts to resolve problems and provide a solution to operate the hardware in the most effective and efficient way. However, we reserve the rights to render chargeable on-site service unless the problem cannot be resolved through telephone and other off-site support channels. All on-site service will be covered by a separate service confirmation after mutual agreement and will be charged at the following rates:
· Standard on-site service hours (Mon – Fri 9am to 5pm) based on 7 hours-working, 1-hour lunch
System Maintenance
Customers are recommended to clean the rewritable printers with the cleaning pen on a regular basis to ensure the best quality of performance.
Three months prior to the standard warranty period expiration, you will be invited to join the annual maintenance service.
Introducing Chinetek Intelligence ProSupport – Fast, reliable support services designed to address the solution challenges you face today. This support portfolio is focused on your needs, time demands and budgets.
Bronze ProSupport is included with your new CI Solution and is valid within the One-Year Limited warranty term built-in with your purchase:
Telephone support for solution incidents during business hours
Expert Remote Support delivered through a broadband connection, with VNC pre-installed and port made available for this online support
For added peace of mind and more extensive coverage, expand the Bronze Support included with your systems by upgrading to Silver or Gold ProSupport, where you can tailor your support solution by choosing the service model that best fits the needs of your environment and options that fit the way you use the solution.
*All Warranty Rates are based on Uninterrupted Coverage. Any discontinued-reinstated coverage will be charged an additional 50%. For example, a 15% Silver Support will become 22.5% if coverage was once discontinued.
Silver and Gold ProSupport Service includes:
• Direct telephone access to our engineers or analysts for expedited troubleshooting of hardware and software issues.
• On-Site dispatch of service technician and/or warranty parts to Customer’s business location as necessary for repairs and resolution necessary due to defects in materials or workmanship.
• Case Management to help track resolution and escalation of issues.
Customers enrolled in the Maintenance Program will enjoy:
1. Preferred On-Site Labor Rate, and
2. Priority Privilege on Service Order Placement
