WARRANTY & SUPPORT
PROGRAMS
OPTIONS AND TERMS
Corporate Headquarters Metronor AS, Oslo Norway: E-mail: [email protected] Phone: +47 99 48 38 00 Europe Office Metronor GmbH, Germany E-mail: [email protected] Phone: +49 6806 994 0640 US Office
Metronor Inc, USA
E-mail: [email protected] Phone: +1 815 381 0920
Asia Office
Metronor AS Beijing
Representative Office, China E-mail: [email protected] Phone: +86 10 6447 3908
METRONOR SUPPORT CAN BE REACHED THROUGH THE FOLLOWING CONTACT POINTS:
Metronor has been supplying advanced portable CMM solutions to leading manufacturers
within aerospace, automotive and other industries around the world for more than two
decades. Our support organization is dedicated to serving demanding customers and
providing them with a professional range of competent and timely support services.
All Metronor hardware comes with 12-month Standard Warranty that can be topped up with
a Premium Warranty product for even better coverage. Premium Warranty may be continued
even after the expiration of the 12-month Standard Warranty. Software Maintenance is also
available for all Metronor software.
Customers without warranty or support agreements will have access to the services provided
by the Metronor support organization, but will be charged on a time-and-materials basis as
defined in the support services pricelist.
METRONOR
1. STANDARD WARRANTY
All Metronor hardware comes with a 12-month Standard Warranty. The Standard Warranty provides:
• Free replacement of all defective parts and remedy to all defects arising from faulty construction, material or manufacture;
• Free use of Metronor Helpdesk services.
2. PREMIUM WARRANTY
Premium Warranty must be purchased before expiry of Standard Warranty and can be renewed 4 times up to a maximum of 5 years coverage1). In addition to the coverage of Standard Warranty, the
customer will benefit from:
• Free repair or service of defect parts (defects caused by normal usage);
• Free access to loaner parts in case of repairs or services;
• Free replacement of system PC after 3 years of continuing Premium Warranty;
• Guaranteed response time for phone/E-mail, loaner parts and for on-site visit.
3. SOFTWARE MAINTENANCE
All Metronor software comes with a 3-month free support. After that period, the user may purchase a Software Maintenance product. While
on maintenance, the customer will benefit from:
• Free use of Metronor Helpdesk services
• Free system SW upgrade (MSS)
• Free Metronor PowerINSPECT upgrades2) • One Metronor TeZetCAD update3)
1)Premium Warranty must initially be purchased before expiry of the
Standard Warranty. This product cannot be discontinued and then reactivated at a later stage.
2)Includes upgrades to newer software versions. 3)Includes one update within the same version.
METRONOR
3 Months
12 Months 12 Months 12 Months
12 Months 12 Months
Free
Free Standard Warranty Upgrade to Premium Warranty
Premium Warranty Upgrade/Renewal
Annual Software Maintenance Subscription Annual Software Maintenance Subscription
Premium Warranty Renewal
HARDWARE SUPPORT
SOFTWARE SUPPORT
CONTENT OF THE PRODUCTS
PowerINSPECT upgrade / TeZetCAD update System SW upgrade
Response time on-site visit
Response time phone/E-mail PC replacement
Loaner parts HW repairs
Helpdesk
Service / specification Software
Support Premium
Warranty Standard
Warranty
With the purchase of new software licenses Metronor offers 3 months of
Software Maintenance subscription under Permanent License. A software version that is installed under Permanent License can be used even after the maintenance period is over. Software Maintenance subscription under
a Permanent License is renewable indefinitely but if ever allowed to lapse,
cannot be re-entered.
Before the Software Maintenance period is over, the customer is given the opportunity of renewing the subscription for the following 12 months under Permanent License. Should the maintenance lapse, re-entry will be made under a Term License. Under a Term License, after a customer’s Software Maintenance subscription ends, all softwarewill revert back to the most recent Permanent License version installed.
PRICES
Prices of Warranty and Support services are according to the pricelist valid at the time of subscription.
METRONOR HELPDESK SERVICES
The Metronor Helpdesk services are offered via phone, email and/or Internet-based tools. Helpdesk services are offered within standard business hours:
• Monday – Friday, 08.00 – 16.00 (CET) - Norway and Germany
• Monday – Friday, 08.00 – 16.00 (CST) - China
• Monday – Friday, 08.00 – 16.00 (EST) - USA
The Metronor Helpdesk will handle enquires related to troubleshooting and assistance of Metronor hardware and software, in addition to application-related advice. For customers without support agreements, the services will be charged on an hourly basis with 1/2 hour minimum charge.
LOANER PARTS
Loaner parts may be required when customers’ parts are being serviced, repaired or replaced. Loaner parts are available for customers covered by Premium Warranty only. Transportation cost from Metronor to the customer is covered as part of the Premium Warranty, while the customer covers any import taxes or duties. The customer covers return shipment of loaner parts to Metronor. Loaner parts must be shipped back to Metronor within 3 business days of the receipt of serviced, repaired or replaced parts. Loaner parts will be shipped within the guaranteed response time.
Phone / Email / Helpdesk Loaner Parts On-site Visit SERVICE 1 Business Day 3 Business Days 3 Business Days RESPONSE TIME RESPONSE TIMES
Customers covered by Premium Warranty have guaranteed response times. The response times are as follows:
SUPPORT
SOFTWARE RELEASES
Updated Metronor System Software (MSS) as well as Metronor PowerINSPECT and Metronor TeZetCAD software will be made
available within 30 days after official release.
SERVICEABLE PARTS
The Premium Warranty product covers cost of service, repair or replacement of the following parts:
• Camera
• Lightpen, including chuck system
• Reference Bar (DUO only)
• System PC, including power supply and Firewire card
• I/O box
• RadioLink24 (excluding battery)
• Stability Bar
• LED box
• LEDs
The following parts are considered consumables and any service, repair or replacement cost is not covered by Premium Warranty, except for defects arising from faulty construction, material or manufacture:
• Cables
• Pan/tilt head
• Camera tripod
• Lightpen probes
• System transportation case
• RadioLink24 battery
ON-SITE VISIT
Any debugging and troubleshooting will initially be carried out by phone, email or Internet-based tools. If the problem cannot be solved within the guaranteed response time, the on-site-visit obligation will
come into effect.
The on-site visit included in Premium Warranty is restricted to the debugging and troubleshooting necessary to bring a system back to an operational state. Application consultancy and other services will be charged according to Mertronor’s pricelist. The customer will cover direct costs such as travel, hotel and per diem in conjunction with on-site visits. Travel for on-site visit will be initiated within the guaranteed response time.
SUPPORT
CUSTOMER SERVICE
LOCALLY: CONTACT YOUR METRONOR REPRESENTATIVE
PHONE: YOU CAN CALL OUR SUPPORT TEAM FROM 8 am TO 4 pm (CET) FROM MONDAY TO FRIDAY ON +47 66 98 38 00
E-MAIL: [email protected] - REPLY TIME IS 24H
Metronor provides
numerous support
services ranging from
preventive maintenance
and online support
to efficient equipment
repair and calibration
in case of an accident.
Metronor is a privately held high technology company headquartered outside Oslo, Norway. We develop a range of high-accuracy, large volume, portable electro-optical coordinate measuring systems that provide excellent return on investment for our customers as well as facilitate a highly efficient dimensional management of their manufacturing processes. Metronor’s Industrial Systems Business Unit provides a range of measuring systems to a variety of industries worldwide, either through trusted partners or directly through offices in the US, Germany and China. The flexible and robust nature of the systems enables them to be applied to a multitude of different applications within automotive, casting and machining, mold and die, energy and other transport and heavy industries. The systems are considered especially valuable when used for large measurement volumes, to optimize processes and in challenging environments.
Metronor’s Military Systems Business Unit provides a custom MIL-STD 3D and 6D boresighting system and solution. The product line includes systems for boresighting/ harmonization of various airborne and ground based weapon system platforms. HarmoLign also allow for full alignment/harmonization of Helmet Mounted Display and Sight tracker systems, making it a complete solution for the Military industry.
More information at www.metronor.com
ASIA OFFICE (CHINA)
Metronor AS Beijing Representative Office
China Phone: +86 10 6447 3936 Support: +86 10 6447 3908 Email: [email protected] Web: www.metronor.com.cn US OFFICE Metronor Inc United States Phone: +1 815 381 0920 Fax: +1 815 381 0921 Email: [email protected] Web: www.metronor.com HEAD OFFICE (NORWAY) Metronor AS P.O. Box 238 N-1394 Nesbru Norway Phone: +47 66 98 38 00 Fax: +47 66 98 38 01 Email: [email protected] Web: www.metronor.com
EUROPEAN OFFICE (GERMANY) Metronor GmbH
Germany
Phone: +49 6806 994 0640 Email: [email protected] Web: www.metronor.com
