- Telephone Technical Support
- A response will be made by a member of Firfax Systems’ technical
staff within 2 hours of receiving a call for assistance
during normal business hours Monday to Friday 8.45am - 6.00pm.
Outside of business
hours
a G.S.M telephone number with message service will be provided,
a telephone response will be made within 8 hours.
- Field Support
- If a system cannot be repaired by the customer’s trained*
engineers within 4 hours of receiving telephone support
from Firfax Systems, a Firfax Systems engineer will be on site
within 48 hours
* trained means
an engineer trained by Firfax Systems or the system manufacturer.
- Escalation Support
- If a system cannot be repaired in 48 hours by a Firfax Systems
engineer, the matter will be passed to Firfax Systems’ Technical
Director who, at his discretion, will send an engineer of the next level
of seniority or request assistance from the manufacturer’s engineers.
- SPARE PARTS
- Firfax Systems will endeavour to stock consumable parts and
service items. Shipment to the customer will be made between 8.45am
- 6.00pm Monday - Friday. Spares should arrive with the customer within
24 hours (EUROPE) of order placement with Firfax Systems.
In the
event of Firfax Systems having no stock, the part will be ordered
from the manufacturer for direct shipment to the customer. From
the USA to Europe we would use best effort to ensure 48 hours delivery.
