1. Service Levels
The service will be rendered on a next business day basis within a 50km radius from the listed service centers.
The service will be provided on week days 08h00 – 17h00 public holidays are excluded.
Leema will also provide out of warranty service and repairs to B2C and B2B customers.
The service will be rendered with the OEM’s Terms and Conditions as a guideline
2. Call Center Procedures
The call center facility will operate in accordance with the SLA during business hours only and will strictly adhere to the asset management information (serial numbers sold), received from Leema Industries.
3. Support
Leema Industries will load a remote management agent eg. Team viewer or similar agent in the standard image for Customer and Leema Industries to perform remote support.
4. Return Policy
Please see Appendix B – Return policy
Appendix A
Definition Onsite Warranty Support Services – Onsite Warranty Support Services for the provision of maintenance on computer equipment and peripherals.
Scope of Work – Leema Industries will provide rectification and restorative actions for hardware malfunctions, which occur as a result of normal component failures.
The process involves
- On-site repairs
- swap outs of faulty Equipment or components
- removal to central workshops for major repairs
Application software and user data will be the responsibility of the client. Leema Industries will guarantee the provision of both essential spare parts and skilled labour for any necessary remedial equipment maintenance on-site, thereby restoring the equipment to its original condition by installation of and or replacing of components with new or warranted as new components, at its discretion, and reloading of Image or Operating System where applicable using the customers license key, provided that the equipment has been operated under recommended operational conditions.
Principal Level of Support Services – Entitles the Customer to on-site Support Services during normal business hours (from 08h00 to 17h00 Monday’s to Friday’s excluding Saturdays, Sunday’s and Public Holidays)
Mean Time to Respond (MTTR) – The average time measured from the raising of a request for support by the customer until the arrival of the technician at the customer site is 9 business hours (also defined as a Next Business Day response) in Main Centers.
Leema Industries Service Centers -Main Service Centers operated nationally by Leema Industries and are located at the following Service Depot’s: Centurion, Durban, Cape Town, Port Elizabeth, Nelspruit, Rustenburg, Polokwane and Bloemfontein.
Response – Requests relating to a SLA of 3rd Business Day response Level of Support will have MTTR on-site within the 3 business days, provided that the requested site is within a 80km radius of the nearest Service Centre. Should the nearest Service Centre fall outside the 80km radius from the specified towns and cities, an extra hour will be added for every 80km over and above the said 80km. Response is further subject to availability of spares.
Additional Charges – Leema Industries reserves the right to charge for any unnecessary call outs made, which falls outside the scope of this contract. The equipment or contact person is not available to carry out an on-site service call. Failure of payment in full to Leema Industries for the equipment, the warranty agreement or any additional charges invoiced by Leema Industries will result in this agreement being suspended, no calls will be logged and no support will be given to the relevant equipment. No suspension in terms of this clause will result in the extension of the period of the agreement.
Care of Equipment – The Client shall provide a clean, dust free environment for all concerned equipment that will comply with the specifications of the computer equipment.
Exclusion of liability – The Client shall indemnify Leema Industries against all loss or damage resulting directly from use of the equipment other than any such loss or damage cause by the willfulness of Leema Industries, its servants or agents. The recovery of lost data shall be the responsibility of the Client. It is further the client’s responsibility to make backups of data and to restore the relevant backups in the event of data loss, such as Hard Drive failure etc. Leema Industries shall however; make all attempts not to lose valuable information. Leema Industries will be responsible for all equipment once it has been removed by them from the premises of the Client and shall remain responsible until such equipment is returned to The Client.
Limitations of service – The following service are not included in the scope of the Onsite Warranty Support Services: These actions will exclude services, which in the opinion of Leema Industries, and at it’s sole discretion is required, due, but not limited to, misuse, power failure, accident, negligence, poor environmental and operational conditions, user training.
Services which in Leema Industries opinion are required due, but not limited to, to unauthorized repairs, modifications, upgrades or movement of the Equipment;
- Upgrading of the Equipment’s hardware, the performance of which has been adversely affected by new operating system and/or application software;
- Upgrading of the system software, driver, BIOS, etc., to the latest available revisions;
- Installation of the Equipment,
- Electrical work and Cabling external to the Equipment;
- Recovery and repair of DOA (Dead-On-Arrival) Equipment;
- Refurbishment of the Equipment;
- Installation of software,
- data back-up restoration and recoveries from failures due to a virus;
- Performing of services in connection with relocation of the Equipment,
- alterations, addition or removal of attachments, features or other devices;
- Repair of Equipment malfunction due to use of paper or magnetic tape, disks ,cartridges, fuser units, consumables not supplied or approved by or of poor quality;
- Services required due to and including, but not limited to fire, flood, lightning, storm, earthquakes, acts of civil or military unrest, similar causes beyond the control of Leema Industries at the time when such cause arises.
GENERAL – This agreement constitutes the sole record between the parties in regard to the subject matter thereof. No party shall be bound by any express or implied term, representation, warranty, and promise to the like not recorded herein.
Appendix B
Return Policy for Cooling off period, Out-of-Box Failures and Dead on Arrival Units
Coverage Period:
Cooling off period will be within 5 days from the date of receipt of the product.
Out-of-box failures or Dead on Arrival units extends for a period of 7 days from the date of receipt of the product.
Eligibility:
To be eligible for return under this policy, the following conditions must be met:
- The product must be in its original packaging and in the same condition as received.
- Proof of purchase or order confirmation is required.
- The issue reported must be validated as an out-of-box failure or Dead on Arrival by our technical support or quality assurance team.
Return Process:
Should you encounter an out-of-box failure or a Dead on Arrival unit, please follow these steps for a smooth return process:
- Contact our customer support team within 5 to 7 days of receiving the product to report the issue.
- Provide relevant details such as order number, product serial number, and a clear description of the issue faced.
- Our support team will first attempt to guide you through troubleshooting steps or confirm eligibility for a return.
- If the product is confirmed faulty after the above attempt, we will provide you with details of the nearest return center.
Return Conditions:
- The product must be returned in its original packaging, including all accessories, manuals, and documentation provided.
- Use the designated shipping method and adhere to the return instructions provided by our support team.
- The returned product will undergo inspection to validate the reported issue and ensure compliance with the return policy.
Resolution Options:
Upon receipt and inspection of the returned product, we offer the following resolution options:
- Replacement: We will send a replacement unit of the same model and specifications, subject to availability.
- Refund: If a replacement is not available, a full refund for the product’s purchase price will be issued.
Exclusions:
This return policy does not cover issues resulting from:
- Misuse, mishandling, or accidental damage after receipt of the product.
- Unauthorized modifications or repairs attempted by the customer.
- Normal wear and tear or damage due to improper installation or usage.
Contact Information:
For any inquiries or to initiate a return process for an out-of-box failure or Dead on Arrival unit, please contact our customer support team at calldesk@leema-industries.com