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Care Packs
Maintenance Packs
Project support
Home » Services » Service level agreement (SLA)

Get security and peace with the Epatra SLAs

For us, service is much more than just a guarantee.

Epatra’s SLAs are divided into a Care Packages for solutions and a Maintenance Package for maintenance. These can be closed separately or in combination, entirely according to the customer’s wishes. A Care Package guarantees that your customer will have access to working equipment quickly or even very quickly. A Maintenance Package reduces the risk of breakdowns and extends the life of the equipment.

Execution is taken care of by our own people, so you or your client don’t have to contact third parties, all for a known and fixed all-in price in advance. Below you will find a table with all possibilities and combinations for an SLA of Epatra.

care packs*
basic**
better
best
INCLUDED SERVICE
EPATRA service and support portal available 24/7
 
 
 
1st line support: Via portal and by phone during office hours
 
 
 
2nd line support: Specialist telephone or remote desktop support
 
 
 

3rd line support: On-site service technician

 
 

(projector and/or display)
 

(all parts)

Response time after notification guaranteed within

Best Effort
8 working hours

4 working hours

Resolution time after request guaranteed within:
Best Effort
16 working hours
8 working hours
Replacement/comparable equipment for repairs
 
 
 
Exemption for travel expenses mechanic
 
 
 
Exemption for mechanic working hours
 
 
 
Exemption shipping costs
 
 
 

Mechanic available outside of office hours (at an adjusted rate)

 
 
 
Installation guarantee after delivery
1 month
3 months
6 months
Incident handling
EPATRA Portal
EPATRA Portal
EPATRA Portal

Please contact us for the monthly costs

Included
request >
request >
* The packs are based on the complete AV set-up in the room in question.

** Standard manufacturer’s warranty

7/10 CUSTOMERS
MAINTENANCE PACKS*
basic**
better
best
INCLUDED SERVICE
Testing of all AV resources
 
 
 
Testing all connections between the AV resources
 
 
 
Thorough removal of dust from the outside and, if possible, from the inside of the AV media
 
 
 
Verification of the correct functioning of essential parts of the equipment
 
 
 
Drawing up an inspection report
 
 
 
Thorough cleaning or replacement of dust filters
 
 
 
Cleaning of the lens of the projector and/or the surface of the projection screen, digital blackboard, LED screen and/or touch screen
 
 
 
Determination of the hours of operation of the equipment
 
 
 
Upgrading of system software (if necessary)
 
 
 
Firmware upgrade (if necessary)
 
 
 
Please contact us for the monthly costs
Included
request >
request >
* The packs are based on the complete AV set-up in the room in question.

** Standard manufacturer’s warranty

7/10 CUSTOMERS
Project support

Epatra can guide you from the moment the lead comes in.

There’s a reason we refer to ourselves as a service author. Delivering a product is not that difficult and we have a handy order portal for that. But when it comes to projects, you could use some expert support. For example, when drawing up the quotation. Or maybe you’d prefer to have the installation done by Epatra. With our project support we can guide you from A to Z or take work off out of your hands.

Read more about our project support

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