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 CUSTOMER SERVICE PHILOSOPHY The ability of Qbisys to offer and manage support contracts has become increasingly important as the complexity and sophistication of our end user customers has increased. Multinational and other large corporations are requiring that Qbisys retain responsibility to ensure that the post sale support is maintained on their equipment. It is the intent of Qbisys Customer Service to ensure Qbisys's servicing standards are set high by remaining as influential and supportive as possible, ensuring in effect, that the end user is provided direct Manufacturer's Support. Our Partner Support Agreement allows Qbisys to work with our Product Resellers to provide the optimum On-Site Service Provider(OSP) to support the end user as if all resources involved were, in effect, a seamless extension of Qbisys's own service organization. All Qbisys Resellers are required to qualify as Certified Maintainers? to participate in the Partner Support Agreement and commit to a standard, Partner Support Agreement? Resellers who do not choose or are unable, to provide on site post sale service contracts to their customers, can request this support from Qbisys . Under the Partner Support Agreement, this responsibility cannot be sub contracted to an independent third party by the reseller, Qbisys will arrange to provide the service by direct service or using one other of their service partners. Resellers under the Partner Support Agreement will receive special programs on training, parts, logistics, maintenance and technical support, including on site, back up support. FIELD SERVICE OFFERINGS At the request of our Resellers, Qbisys Customer Service offers, either directly or under a Partner Support Agreement, the following categories of field service on Qbisys 's products in the field.
WARRANTY SERVICE Qbisys warrants to the original End User that the products (software and hardware) shall be free from defects in material and workmanship for a period specified in the manufacturers warranty from the date of shipment. During the warranty period, Qbisys will provide next day advance exchange on any product supplied by Qbisys . All failed Units must be returned to Qbisys within five (5) days from requesting the exchange. Next Day Advance exchange is defined, as the time QBISYS will ship out a replacement from Brisbane, Australia. ‘Warranty?covers the replacement of units only. It does not include the associated cost of labour to replace defective unit or to service the product on site. ON-CALL MAINTENANCE CONTRACT Four types of on-call services are available, Next-Day Service and 3 Same-Day Service. Next-Day Service:
Same-Day Services: All elements of next day service also apply to same-day services with the following differences:
RECOMMENDED POST SALE SERVICE PRICE LIST Qbisys Customer Service has established an End User Price List for contracted post sale service. Note: Unless otherwise authorised by Qbisys , Resellers can only perform End User Service on Qbisys products that they have sold. Third Party, Maintainers are not permitted to contract direct with end users. MULTIPLE-YEAR DISCOUNTS Multiple-year maintenance contracts are discounted by 10% for 2 years and 15% for 3 years. Purchase Order must reflect multiple years to qualify for discounts. Payment terms are payments in advance. WARRANTY CREDIT For customer choosing to upgrade their service during the warranty period to any of the on-site services will receive a 20% discount during the warranty period. INSTALLATION
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| Copyright 2007 Qbisys | support@qbisys.com |
