Pro-Bel has dedicated teams of support engineers in each of its regional offices, available to help customers diagnose and correct faults either on the telephone or through site visits. This help is available during office hours 9:00am to 5.30pm Monday to Friday, excluding public holidays.
All support calls are logged, either by the Helpdesk Operator or Support Engineer, and include the following information:
• Customer details, contact name and telephone number or e-mail address
• Product
• Symptoms and details of fault
Calls are officially closed when a solution has been provided to clear the reported problem, by either equipment exchange/repair or when the necessary action has been communicated to the customer and confirmation that the fault has been cleared from the customer.
Pro-Bel’s standard warranty offers a ten year return to base repair service for Pro-Bel manufactured equipment. Click here for full details of this warranty.
In addition to this standard warranty four levels of 24/7 Support Contract are available, each one may be purchased to provide cover for one, three or five years;
• Bronze
• Silver
• Gold
• Platinum
These contracts cover all Pro-Bel hardware and/or Pro-Bel software running on hardware supplied by Pro-Bel. They do not cover any problems associated with third party hardware that may be interfaced to the Pro-Bel System.
It is a stipulation of these support contracts that the customer holds a recommended set of spare modules on site. Spares can either be purchased outright or may be leased, for the duration of the contract with this cost included as part of the contract price.