Guaranteed HEZO AHB/SOS services ensure faster response time and, above all, guarantee the start time of device repair and delivery of spare parts/devices.
In addition to the above services, system care is also available, including inspections and service visits.
The system is inspected at least once a year. It consists of the following activities:
- review of device logs to determine whether any errors occurred,
- checking the software (firmware) version of the devices and updating, if necessary,
- checking the operation of devices after software update,
- Possible performance of work tests.
| Options: | HEZO SOS | HEZO AHB | HEZO QSP Bronze | HEZO QSP Gold |
|---|---|---|---|---|
| Telephone support | 8x5 / 24x7 | 8x5 / 24x7 | 8x5 | 24x7 |
| Technical support | YES | YES | YES | YES |
| Onsite support | YES (8h or NBD) | NO | 8x5 | 8x5 |
| Remote technical diagnosis | YES | YES | YES | YES |
| On-site diagnosis | YES (8h or NBD) | YES (NBD) | ||
| Guaranteed repair/replacement time | 8h or NBD | |||
| Guaranteed delivery time for parts | 8h or NBD | |||
| Technical support in Polish | YES | YES | YES | YES |
| Firmware/Software Upgrades Included | YES | YES | YES | YES |
Additional information:
HEZO Assistance QSP services are available in one-year and three-year variants, which can be renewed during the validity of the service contract. If the service is renewed after the deadline, an additional retroactive fee may be charged, the so-called "reactivation fee".
Service requests for reporting failures or technical support should be made via the website: myHEZO.pl or by phone +48 12 25 25 600.
Any additional services not covered by the above scope, as well as work outside standard hours, are agreed and priced independently with myHEZO representatives.
As a complement to maintenance services, we also offer implementation services, including planning, delivery, installation and implementation of videoconferencing systems, in accordance with the needs and requirements of customers. These services are provided exclusively to myHEZO trading partners. HEZO Assistance AHB / SOS services are available as standard in one-year and three-year variants, which can be renewed during the validity of the service contract. At the customer's request, they can be priced in other time regimes or for a different service period.
Terms and conditions of service provision:
Request window - the time during which service requests are accepted.
8x5 - means the possibility of reporting 8 hours a day (from 9:00 a.m. to 5:00 p.m.), 5 business days a week (Monday to Friday), excluding holidays and statutory holidays.
24x7 – means reporting is possible 24 hours a day, 7 days a week.
Delivery time - this is the time in which the target or replacement equipment is delivered to the indicated place, measured from the moment the validity of the service request is accepted.
NBD - equipment delivery on the next business day. Delivery is made via courier.
8 h - equipment delivery within 8 hours of application approval
Response time - the period from the moment the service request is sent by the user's authorized representative to the moment the HEZO engineer contacts the reporting person, provided that this period is within the service hours. For myHEZO service services - the response time is always no more than 1 hour.
Report channel - a possible method of communication with the team of HEZO engineers providing service services. All service requests should be submitted via:
Telephone hotline: 12 25 25 600
Internet portal: myHEZO.pl
e-mail: pomoc@myhezo.pl
Each service request is subject to verification of the fault/damage through technical interview, performance of service tests and/or sending logs from the devices. Only after the notification is verified and its validity is confirmed, replacement equipment is delivered, in accordance with the above guidelines.
To accept the report, it is necessary to provide the serial number of the failed device and the service contract number.
As part of the service, the user is obliged to return the damaged device within 7 days to the HEZO team or directly to the manufacturer, based on the received and prepaid bill of lading. Shipment details must be agreed as part of an open service request.
In case of escalation of the report, please contact us at: escalation@myhezo.pl
The full scope and list of activities performed as part of the implementation included in HEZO services are available from Exclusive Networks Poland trading partners.
HEZO services are provided by Exclusive Networks Poland S.A. - authorized distributor of Qualstar solutions in Poland, compliant with the requirements of ISO 9001/2015 in the field of service services. Exclusive Networks Poland S.A. sells products and services exclusively through a network of authorized partners in CEE.