WARRANTY & SUPPORT PROGRAMS
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1 WARRANTY & SUPPORT PROGRAMS OPTIONS AND TERMS VERSION 6.02
2 METRONOR WARRANTY & SUPPORT PROGRAMS 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 SUPPORT CAN BE REACHED THROUGH THE FOLLOWING CONTACT POINTS: Corporate Headquarters Metronor AS, Oslo Norway: support@metronor.com Phone: Europe Office Metronor GmbH, Germany support@metronor.com Phone: US Office Metronor Inc, USA support@metronor.com Phone: Asia Office Metronor AS Beijing Representative Office, China support@metronor.com Phone:
3 METRONOR WARRANTY & SUPPORT PROGRAMS 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 coverage 1). 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/ , 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 upgrades 2) One Metronor TeZetCAD update 3) 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.
4 HARDWARE SUPPORT 12 Months 12 Months 12 Months Upgrade to Premium Warranty Free Standard Warranty Premium Warranty Upgrade/Renewal Premium Warranty Renewal SOFTWARE SUPPORT 3 Months 12 Months 12 Months Free Annual Software Maintenance Subscription Annual Software Maintenance Subscription CONTENT OF THE PRODUCTS PowerINSPECT upgrade / TeZetCAD update System SW upgrade Response time on-site visit Response time phone/ PC replacement Loaner parts HW repairs Helpdesk Service / specification Standard Warranty Premium Warranty Software Support PERMANENT AND TERM LICENSES 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 software will revert back to the most recent Permanent License version installed.
5 SUPPORT TERMS AND CONDITIONS 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, and/or Internet-based tools. Helpdesk services are offered within standard business hours: Monday Friday, (CET) - Norway and Germany Monday Friday, (CST) - China Monday Friday, (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. RESPONSE TIMES Customers covered by Premium Warranty have guaranteed response times. The response times are as follows: SERVICE Phone / / Helpdesk Loaner Parts On-site Visit RESPONSE TIME 1 Business Day 3 Business Days 3 Business Days
6 SUPPORT TERMS AND CONDITIONS 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, 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.
7 Metronor provides numerous support services ranging from preventive maintenance and online support to efficient equipment repair and calibration in case of an accident. 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 SUPPORT@METRONOR.COM - REPLY TIME IS 24H
8 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 HEAD OFFICE (NORWAY) Metronor AS P.O. Box 238 N-1394 Nesbru Norway Phone: Fax: info@metronor.com Web: EUROPEAN OFFICE (GERMANY) Metronor GmbH Germany Phone: info@metronor.com Web: US OFFICE Metronor Inc United States Phone: Fax: info@metronor.com Web: ASIA OFFICE (CHINA) Metronor AS Beijing Representative Office China Phone: Support: info-beijing@metronor.com Web:
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