CareTech Systems Pty Ltd or its certified dealer will provide onsite maintenance support for all equipment listed above for a period of twelve (12) months from the date of commissioning. After that date the client has the option to sign a SLA (Service Level Agreement) with CareTech directly or one of its certified dealers. The client will then obtain the level of service and response time that is suitable to their particular environment.
Global Online Dealer Support
The CareTech Dealer Network offers a unique support system providing the Certified CareTech Dealer with direct online access to the online Technical Support Centre knowledge base. Here Dealers can solve and search for all technical solutions if the technician is unable to find a solution he simply logs onto the fault logging system and reports this fault.Fault Logging back to Design Engineers
In Australia we have a team of technical support and design engineers manning the telephone and online fault logs. The team is online from 7.30am EST to 4pm at this time the European Support Desk team takes over and the dealer is actually in direct communication with the design engineers.“A Very Personal Service Solution”24 hr Client Help Desk
As part of our offer we will provide CareTech support personnel who answer phones during business hours, or 24/7 depending on client requirements. All calls will be logged and tracked in our support desk system and we will then provide monthly call reports for all clients’ incidents.Options for the help desk include:
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Business Hours Support 8:30AM 5:00PM Monday to Friday (included)
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24 x7 (optional upgrade)
CareTech (SLA) Service and Maintenance support can consist of the following:
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Routine maintenance and servicing to be carried out on a monthly basis for a period of 12 months from the date of Practical Completion to the end of the Maintenance & Defects Liability Period; Monthly maintenance and servicing will be in accordance with maintenance schedules recommended by CareTech;
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Maintenance, testing and inspections will be in accordance with regulatory requirements and relevant Australia/New Zealand standards;
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Replacement of consumables will be at the Client’s cost;
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Submission of reports to the Maintenance Manager can be made available;
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Audit logs and system logbook will detail all technical visits;
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Service personnel will be available for call out on a 24-hour per day, 7-day per week basis;
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Response time for emergency and corrective maintenance will not exceed 4 hours;
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Spare Parts will be kept in the CareTech Brisbane office;
Maintenance
