Service and support
In many cases, the standard guarantee is insufficient, for instance in a corporate environment and in schools. We offer our customers a range of balanced service packs to increase the availability of your 3D printing capability. If your products are covered by this service, a team of technical staff will be at home and field supporting you with any difficulty. These services are both proactive and reactive, both remotely and on location are available. Look below for the standard service packs and ask for the rates per product.
By default we deliver the product with 1 year “bring in” guarantee. This warranty can be extended depending on the type of device for 2 or 3 years. For this extended warranty beyond the standard (factory) warranty applies. As an additional option, the defective unit can be picked up and replaced with another device during the repair period.
Depending on the model of the product a preventive maintenance contract may be placed. A mechanic will carry out maintenance on the machine one time per year at a time agreed with the customer. Maintenance materials, wear parts, labor and travel costs are included.
In critical business applications we can offer the customer site support. The customer can then use our telephone support to diagnose and if necessary a technician will visit the customer for repair on the customer’s location. Telephone diagnosis, warranty parts, labor and travel costs are included. Depending on device we can offer onsite support within 1 or 3 days. A printer may be available in case the repair time is too long. Click here for the Reactive Support Pack description.
According to the customer’s wishes, we can unpack the printer, install, calibrate and perform a functional test. Installing drivers and software to test the printer is part of the installation service. A general instruction about how to use the control panel, inserting printing materials and general user maintenance are also included.
Guaranteed repair times
In extremely critical cases business and production may need to conclude a service contract with guaranteed repair times. The most comprehensive form of service will only be offered in conjunction with preventive maintenance and responsive support contracts. In addition telephone diagnosis, parts, labor and travel costs are guaranteed during the repair. Depending on the device it could take between 48 hours (2 days) to 72 hours (3 days). This service is only applicable to professional and industrial products.