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On-Call
Factory Maintenance Service
This
program provides the customer with a combination
of an Expedited Replacement Service and
on-site support as required to resolve the
problem. As part of this service, Sagaxis
will assist the customer in diagnosing the
cause of the problem and will provide guidance
to resolve it. If a replacement unit or
module is necessary to complete the repair,
one will be dispatched within four hours
of being notified of the failure. Same day
shipments are subject to receiving notification
prior to 2:00 PM EST/EDT. If the problem
cannot be resolved within a 24-hour period
or if Sagaxis determines that on-site assistance
is required immediately, Sagaxis will dispatch
a Support Specialist.
Extended
hours coverage is also available at an additional
charge.
| Turnaround |
Sagaxis will provide immediate support.
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| Service Duration |
This service is available on a contract basis and is available for a one-year
term. |
| Freight In |
Paid by the Customer (including customs and brokerage charges) - Collect
shipments are not accepted by our repair depot. |
| Freight Out |
Paid by the Customer (including customs and brokerage charges) |
| Availability |
A 30-day waiting period may be applied before activating the contract if the
equipment to be covered is in excess of two years old and no prior contact had
been purchased.
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| How to Order |
The On-Call Factory Maintenance Service requires a Purchase Order specifying
the type of service requested and the product being replaced including its
specific model number and serial number.
Sagaxis will issue a Return Materials Authorization (RMA) number at the time
of the service request that must accompany the returned product.
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