Support Programs

Customer Satisfaction Program

On-Call Factory Maintenance Service

SUMMARY

This program provides the customer with a combination of an Expedited Replacement Service and on-site support as required to resolve the problem. As part of this service, Develcon will assist the customer in diagnosing the cause of the problem and will provide guidance to resolve it. If a replacement unit or module is necessary to complete the repair, one will be dispatched within four hours of being notified of the failure. Same day shipments are subject to receiving notification prior to 2:00 PM EST/EDT. If the problem cannot be resolved within a 24-hour period or if Develcon determines that on-site assistance is required immediately, Develcon will dispatch a Support Specialist.

Extended hours coverage is also available at an additional charge.

DETAILS

Turnaround	Develcon will provide immediate support.
Service Duration	This service is available on a contract basis and is available for a one-year term.
Freight In	Paid by the Customer (including customs and brokerage charges) - Collect shipments are not accepted by our repair depot.
Freight Out	Paid by the Customer (including customs and brokerage charges)
Availability	A 30-day waiting period may be applied before activating the contract if the equipment to be covered is in excess of two years old and no prior contact had been purchased.
How to Order	The On-Call Factory Maintenance Service requires a Purchase Order specifying the type of service requested and the product being replaced including its specific model number and serial number. Develcon will issue a Return Materials Authorization (RMA) number at the time of the service request that must accompany the returned product.