Warranty Information

Warranty

Standard Warranty (Included at No Additional Cost)

• Devices: 2 – years, Next Business Day On-site Service, covering all parts and labour.
• Batteries: 1- year, Next Business Day On-site Service.

Extended Warranty (Additional Cost)

• Clients may request 1 or 3-year warranty extension, also Next Business Day On-site Service.

Hard Disk Retention

• Clients may retain failed hard drives when replacements are provided.

Warranty Period Calculation

• Starts from the date of delivery.

Support Services (Included at No Additional Cost)

Service Desk

• Available Monday – Friday, 08:00 – 18:00 (Irish local time), excluding Bank & Public Holidays.
• Support in English via telephone and email.
• Triage process to determine warranty defect vs. user damage.

Call Logging & Response Times

• Acknowledgement of support requests within 1 hour.
• Telephone support within 2 hours of logging a request.
• Support requests can be logged 24/7 outside standard hours.

Resolution Times

• Issues must be resolved within 24 hours.
• If not resolved remotely, a technician must visit on-site next business day with parts.

Account Management & Escalation

• Single technical point of contact
• Account Managers –
  • Cherrie Hill, [email protected]
  • Kathy Merrins, [email protected]
• Account Manager Monitoring SLAs & KPIs – Greg Kielek, [email protected]
• Escalation Contact for non-resolved cases – Anthony O’Dea, [email protected]

Additional Support Options

24×7 Support Option (Additional Cost)

Clients may request support outside regular hours.

International Support (Additional Cost)

• English-speaking support available worldwide.
• On-site resolution assessed case-by-case, device swap option via international courier.

Out of Warranty Repair Support (Additional Cost)

• Even if device will suffer customer induce damage, we can provide repair service (case-by-case).