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What does the MULTIEYE Package offer?
- By ordering a service package you receive service and support directly from our competent staff – combined with short response
time. - Questions concerning configuration and operation of MULTIEYE products can be answered directly. Defects and/or errors can be
quickly analyzed and errors resolved within a short time span. - The prices for MULTIEYE Software Updates and the Software Upgrades are included in the service agreement. Your system will
always be up-to-date. The Software Upgrade makes a change in versions possible and contributes to the system’s modernity. - Extended warranty.
- With the service options, the service coverage can be adjusted individually and specific to your individual system. Example "precautionary remote maintenance“. The device/system is controlled and maintained in cyclic intervals and that minimizes the risk of operation failure.
Hard drive errors can be detected in time and failure prevented.
Your Advantages
- Direct connection – you will get a special direct dial – no queue time
- Short response time
- Software updates and upgrades free of charge
- Remote evaluation and configuration of recorders and systems
- Warranty extension to 3 years (for MULTIEYE recorders and DVR-Kits)
Service options
- RMA advanced replacement within 2 workdays
- Precautionary remote maintenance
- Precautionary on-site maintenance
- On-site service
Service overview
Kind of service | Service features |
FTP access for documentation | yes |
Telephone support | Monday through Thursday 8:30 - 12:30 and Friday 8:30 - 12:30 and Response time 8 hours |
Email support | Monday through Thursday 8:30 - 12:30 and Friday 8:30 - 12:30 and Response time 8 hours |
Remote maintenance | Monday through Thursday 9:30 - 17:00 CET Response time 12 hours |
Warranty extension to 3 years | yes |
Software Updates | yes |
Software Upgrades | yes |
Definitions
Service hours are the times when service is provided:
Monday through Thursday 08:30 – 12:30 and 13:30 - 17:00 CET
Friday 08:30 – 12:30 and 13:30 - 15:30 CET
Exceptions: 12.24., 12.31.; and on German public holidays.
Response time is the time between receipt of the failure/problem report at artec and the beginning of the error diagnosis/email response.
Software Update is the latest officially issued version of the software with patches, additions and every other adjustment that can be seen as a minor change or addition (also known as a bug-fix). These adjusted versions do not contain any substantially new functions or specific features.
Software Upgrade is the latest officially issued version which has to includes changes in the software with substantially new functions or applications.
CET Central European Time = valid in parts of Europe and Africa.
Premium repair The repair is carried out within two work days. Repair of defect devices will be conducted within the agreed time after receipt of the device and shipped to the contractual partner via express service. Upon delivery on a holiday or a day before a holiday. The shipment will take place after 4 days at the latest.
Remote maintenance Via remote maintenance a service technician can directly access the device, analyze errors and resolve them and, if necessary, make a proposal for the repair. Remote maintenance requires the device to be connected to the internet and that artec has the data for IP dialup access and login.
Warranty extension The warranty for all products (Recorder/DVR-Kits) manufactured by artec technologies extends to three years.
The costs for our MULTIEYE service packages and for software products, recorders or DVR-Kits are manageable.
We would be happy to calculate a non-binding offer for you.
Service & Support conditions
MULTIEYE Service Package
27. July 2011
125 KB