Service enhancements for axxiv systems
On-Site Service within 4 hours
The axxiv systems are already equipped with an excellent standard warranty. If the standard warranty
is not enough to cover individual requirements, it is possible to upgrade it to include the 4 Hours
On-Site Service.
The 4 Hours On-Site Service offers the convenience of only having to register defect systems for
reparation at the service centre. As long as the system needs to be repaired, the registration has to be
done at the SERVICE- Centre by latest 4 o’clock. The service technicians respond either with the
hardware support on a remote basis or the component exchange on-site within 4 hours.
The support, repair, any spare parts required, service technicians' working hours as well as their
journey time and travel costs are all included as part of the service.
axxiv
product group
Standard guarantee
4hrs On-Site Service
Duration
Form
Maximum duration in years
Notebook 3
years
Bring-in
-
PC 3
years
Bring-in
-
Workstation 3
years
Bring-in
5
Server 3
years
Bring-in
5
Advantages
System downtimes reduced to an absolute minimum in the event
of loss or damage
System does not have to be moved from its location
High-quality service and support direct from the provider
Predictable repair costs
Most important benefits
Error analysis and technical support via the dedicated support
number
Labour, travelling time and spare parts all inclusive
Please, choose the most suitable service for you:
Type of service
Item number
Validity period
Product group
4 Hour On-Site Service
LTS-OSS-EX-SWS-3Y-E 36 months
Server / Workstations
Entry
4 Hour On-Site Service
LTS-OSS-EX-SWS-4Y-E 48 months
Server / Workstations
Entry
4 Hour On-Site Service
LTS-OSS-EX-SWS-5Y-E 60 months
Server / Workstations
Entry
4 Hour On-Site Service
LTS-OSS-EX-SWS-3Y
36 months
Server / Workstations
4 Hour On-Site Service
LTS-OSS-EX-SWS-4Y
48 months
Server / Workstations
Service enhancements for axxiv systems
Features of the 4 Hours On-Site Service
Service
components
Service description
The on-site service within 4 hours is defined in this documentation and is automatically active and valid from the time of purchase.
Registering a system
failure The SERVICE-centre assigns a ticket number to each defective system registered. This number is assigned to the device according to its serial number. The ticket number serves to identify the case at any time.
Error analyses and
support The customer receives support via the dedicated SERVICE-centre's support number. The service technicians compile a remote diagnosis. Access to the faulty system is therefore created, with help from electronic tools for remote support if possible. If a solution to the problem is not possible in this manner, the customer receives on-site support within 4 hours (providing they register the fault by 16:00). Repair SERVICE-centre performs all necessary repairs as well as device or component
exchanges at the location of the defective system until the product is operational again under normal operating conditions. The repair is performed by a qualified service specialist in accordance with the quality standards of the SERVICE-centre. The customer is responsible for backing up data. The Littlebit Technology AG cannot be held responsible for loss of data or for violation of the Data Protection Act.
Material The Littlebit Technology AG provides all parts and materials necessary to repair the product.
If parts are necessary to repair the product, which are not available at the time, the customer may choose from the following options:
- waiting until the original product has become available again - receiving a follow-up product or alternative of equal value
Defective parts will become the property of Littlebit Technology AG after having been exchanged.
Business hours The SERVICE-centre can be contacted during business hours as follows: MO – FR, 08.00 – 12.00 / 13.30 – 17.30. (except Swiss public holidays)
Response times The response time of 4 hours is the period of time between SERVICE-centre being made aware that their services are required by 16:00 at the latest and the arrival of a qualified service technician at the location of the system needing to be repaired.
If the service request reaches the SERVICE-centre after 16:00, then the on-site service will be carried out on the following working day.
The response time is guaranteed in Switzerland within a 200km radius of the SERVICE-centre unless one of the following factors occurs:
- elemental, outside influences of the environment (such as a flood or rockfall, etc.)
- obstruction by traffic conditions (congestion)
- obstruction by technical damages on the way there (traffic accident, defective vehicle)
The response time/journey time to system locations in the southernmost canton of Ticino can only be guaranteed to be within 6 hours.
Repair site With the 4 Hours On-Site Service, repairs are strictly carried out at the location of the system which needs to be repaired.
Service enhancements for axxiv systems
Features of the 4 Hours On-Site Service
Service
components
Service description
Scope of service The warranty covers the repair or replacement of the device or the replacement of parts of the device free of charge, in the case of hardware defects appearing within the agreed warranty period due to faulty materials or manufacturing faults. An upgrade may be required for the future use of components. SERVICE-centre will recommend a suitable replacement part to the client.
Littlebit Technology AG is obliged to protect customer data and to treat it as confidential. Furthermore, the SERVICE-centre takes the necessary security measures to protect data against unauthorised access or disclosure as well as illegal deletion. It is also responsible for carrying out instructions given by the customer concerning data processing.
Service limitations The following are strictly excluded from the service cover:
Installation and configuration of the operating system or any other software applications on the faulty components
Troubleshooting of networking and compatibility problems
Supplying a replacement for period of time during which the defective product is to be repaired
Third-party components and accessories, consumables, wear parts such as batteries, etc. The general warranty provisions of the respective manufacturer apply for these products. They can be replaced according to the actual cost and at the customer's own expense.
Also excluded are damages of any kind which are the result of:
the use of peripheral devices
improper use or operating errors
non-compliance of the instructions for use
repair attempts by the customer or a third-party without authorisation from the manufacturer
improper maintenance by a third-party
devices malfunctioning because of a power failure, leakage currents, missing EMC cabling (electromagnetic capability) or similar reasons
accidents, storms, lightning, fire, water or other liquids, other natural disasters, theft, riot, looting, effects or war or other forces majeures
the use of third-party components
unauthorised system modifications
BIOS versions/firmware updates/programmes correcting errors of any kind (e.g. service packs, bugfixes, hotfix)
resetting security functions, deleting passwords, etc.
improper use of the machine capacity or performance
improper operational environment on the customer's premises
If the device received by SERVICE-centre features at least two defects, only one of which is covered by the service, it is the customer's right to have one case of damage repaired.
In this case, Littlebit Technology AG reserves the right to offer the customer various options in terms of further action and cost estimates as well as to charge the relevant handling expenses.
For customers based outside Switzerland, this service is only possible via remote access (this must be provided by the customer) or by delivery and returns at the customer's own expense (the customer takes on delivery costs, tariffs and VAT). Specific stipulations apply for customers in Germany and Austria.
Service enhancements for axxiv systems
Features of the 4 Hours On-Site Service
Service
components
Service description
Limitation/exclusion of
liability The Littlebit Technology AG assumes no liability for indirect or consequential damages, particularly not for any recycling costs, reprogramming or reproduction of programmes or data or consequences of a violation of data confidentiality, loss of business of any kind, loss of profit, sales or savings, which occur as a result of Littlebit Technology AG violating its obligations pursuant to the service or guarantee.
If Littlebit Technology AG cannot fulfil this service due to adverse conditions, it may rescind the sale of the services, whereby the costs are refunded pro rata temporis to the customer.
Duration The 4 Hours On-Site Service begins on the date of purchase and continues to be valid until the expiration of the defined period for the item.
