Support Contract Overview
What's Included in Your Support Contract
Technical Support Access
- Support Channels: Phone, email, and support portal
- Availability: Belgian business hours (Monday-Friday, 9:00-18:00 CET/CEST)
- Response Time: Guaranteed response within 8 business hours
- Support Requests: Unlimited number of support incidents
Software Support
- Software updates and patches
- Bug fixes and issue resolution
- Remote troubleshooting and diagnostics
- Issue reproduction and testing in our laboratory
- Remote configuration assistance
- Support for both standard software interface and automation API
Hardware Support
- Remote hardware defect troubleshooting and diagnostics
- First-year hardware warranty: Replacement parts and components are included at no additional cost during the first year
- After first year: Hardware replacement parts and components are billed separately
Initial Setup
- Initial product setup and configuration assistance
- Basic training during onboarding
What's NOT Included in Your Support Contract
On-Site Services
- On-site visits or field service calls
- In-person support or consultations
Development & Customization
- Custom software development
- New feature requests or product enhancements
- Product modifications to meet specific requirements
Training & Education
- Additional training sessions beyond initial setup
- Advanced training courses or workshops
- User certification programs
Hardware Costs
- Replacement hardware components or parts
- Shipping costs for hardware repairs or replacements
- Consumables and accessories
Damage & Modifications
- Damage caused by misuse, accidents, or negligence
- Environmental damage (water damage, power surges, extreme temperatures, etc.)
- Issues resulting from unauthorized modifications or alterations
- Problems caused by third-party modifications
Third-Party Integration
- Support for third-party software or hardware
- Integration issues with non-approved external systems
- Troubleshooting third-party products
Other Exclusions
- Data recovery services
- Cosmetic issues that do not affect product functionality
- Issues outside the product's intended use or specifications
Important Notes
Resolution Time: While we guarantee a response within 8 business hours, issue resolution time depends on the complexity of the problem and the responsiveness of our customers in providing requested information and testing results.
Contract Term: Support contracts are typically annual agreements and must be active for systems to receive support services.
Questions? If you have questions about whether a specific service is covered under your support contract, please contact our support team during business hours.