Support services

EMClarity provides three levels of Support services - full Engineering Support and Product Maintenance including on-Line monitoring of customer’s network and Hot-Spares, Engineering Support only – no Hot-Spares, and ad-hoc support on a fee for service basis.

 

Engineering Support and Product Maintenance

This service includes 24 X 7 on-line monitoring of the Customer’s Microwave Link network via an internet connection, unlimited phone or email based engineering support with project management of fault resolution.  This service is guaranteed for Monday to Friday (9:00 to 17:00 hrs Brisbane time) excluding public holidays.  Engineering support outside working hours may be provided when planned in advance.  This service also includes Product Maintenance with 'Hot-Spares' as outlined below under Warranty.  Monthly link performance reports are generated and provided where requested.  Limited after hours support is available.

 

Engineering Support only

Engineering Support service includes 24 X 7 on-line monitoring of the Customer’s Microwave Link network via an internet connection, unlimited phone or email based engineering support with project management of fault resolution. This services does not include Hot-Spares.

 

Ad-hoc support

EMClarity will happily provide support for all equipment not covered by Warranty or Engineering Support / Product Maintenance contracts on a fee for service basis.

 

New Product Warranty

EMClarity provides a standard 24 months warranty from delivery date on all equipment including a 'Hot Spares Service'.  A replacement module will be sent the same day as advice is received of a product failure.  Advice must be received during normal working hours but prior to 2:00pm (i.e. between 9:00 to 14:00 hrs Brisbane time) to allow for shipping that day.  The customer then must return the faulty module at their cost, as well remove and replace the faulty module. On-site support is not included in warranty, but can be arranged for additional cost.

 

Extended Warranty

Extended Warranty can be purchased directly or as part of EMClarity's maintenance support service. Extended warranty, including a 'Hot Spares Service', is purchased for a minimum of 12 months consecutively with and prior to the original warranty expiry. 

 

Product Maintenance and Repair services

The most cost effective and secure method of support for EMClarity products is to be covered by either an Engineering Support or Product Maintenance contract as outlined above. These low cost contracts provide priority access to technical staff for fast problem diagnosis and include Hot-Spares replacement to ensure downtime is minimised. Conditions apply and damaged equipment for example is excluded.

For equipment not covered by warranty or Hot-Spares support, EMClarity has a fully resourced maintenance and repair facility in Brisbane, Australia which can provide complete, fast and reliable repair of any EM product under a fixed price repair quote. 

Contact technical.support@emclarity.com.au or phone +61 7 3123 2380..