VIRTALIS WARRANTIES, MAINTENANCE & SUPPORT
Virtalis offers multiple levels of warranty cover and maintenance and support arrangements on the products and systems we deliver. These include:
• Warranty cover/ Return to Base (RTB)
• Telephone support
• Software maintenance
• On-site support, including enhanced support
• On-site preventative maintenance
We request that customers email support queries to firstname.lastname@example.org to best communicate the nature of the problem in the first instance. As a guide, you should provide the following details:
• Name, your position and your organisation
• Contact details, telephone, mobile, email etc.
• Location of the system
• Description of the problem and whether it is intermittent or otherwise
• Whether the problem is of a critical nature
• When the problem first occurred
• Troubleshooting tasks that you may already have performed to try and diagnose, understand and resolve the problem and the results of those tasks
Customers may also call Virtalis by telephone on 0161 969 1155, selecting option three from the menu, for the support desk in order to speak to an engineer. The support desk is normally occupied between the hours of 08:30 and 17:30, Monday to Friday except during public holidays. In the unlikely event that all our first line support engineers are otherwise engaged, we encourage you to leave a voicemail for the support team. Depending on the critical nature of operation of a visualisation system, customers may be provided with a mobile telephone number to call in the event of the need to lodge a support call outside of normal business hours.
Support queries are recorded within a customer specific support log form in electronic format as part of our CRM system. A unique support log number is issued for each case raised and communicated to our customer. This allows the support desk and our customers to easily identify and track the problem and communicate its status. It also enables us to give our customers updates on the progress the resolution.
One year or three years’ cover is standard, but Virtalis does offer warranties of other periods. Other than consumables, such as projector lamps, cables and batteries, any component part that fails within the warranty period will be exchanged for a fully functional component at no charge.
Warranties for most major components are dictated by the original manufacturers and will normally commence immediately upon delivery to your site regardless of whether or not the system has been installed, commissioned and accepted.
ON-SITE PREVENTATIVE MAINTENANCE VISITS
The highest level of cover includes an on-site preventative maintenance visit, usually carried out annually, but which may be done alongside a visit to you for another matter.