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Contract Matrix



 
Service Type
Service Coverage
Platinum
Gold
Silver
Bronze
Telephone Assistance
7 x 24
7 x 24
M-F, 9-5 (Optional 7/24)
M-F, 9-5
On-Site Assistance
7 x 24
M-F, 9-5
M-F, 9-5 (Optional 7/24)
  
Customer Defined Priority
*
*
*
  
Urgent Phone
  On-Site
30 minutes
2 hours
30 minutes
2 hours
2 hours
4 hours
4 hours
 
Serious Phone
  On-Site
2 hours
4 hours
2 hours
4 hours
4 hours
Next Day
4 Hours
Not Serious Phone
  On-Site
4 hours
At Client Convenience
4 hours
At Client Convenience
Next Day
At Client Convenience
Next Day
Remote Dial In Analysis
*
*
*
*
Replacement of Parts
(Labour only)
*
*
*
  
Site Activity Log
*
*
*
  
Quarterly Site Audit
*
      
Annual Preventative Maintenance
*
      
Site Specifications Log
*
      

* Included in service package

Service agreements including coverage of replacement parts can be proposed on an as required basis.

WARRANTY ITEMS - As per conditions of the manufacturer, plus the support as defined by Otec Solutions on a per case basis.
Service coverage on warranty items include telephone assistance (M-F, 9a-6p) and available on-site assistance.

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