Main Service programs

Service programs

E•FLOPS company provides service maintenance for its own production equipment within the territory of the Russian Federation. Technical support is provided remotely, at the service center, or on the customer's premises.

Support programs

Basic

Service mode: 8x5
Response time to inquiries: up to 24 hours
Response time for critical incidents: up to 4 hours
Technical consultation and software updates: 8x5
Incident resolution assistance: remote.

Standard

Service mode: 24x7
Response time to inquiries: up to 12 hours
Response time for critical incidents: up to 2 hours
Technical consultation and software updates: 24x7
Incident resolution assistance: remote. (except CRU)
Remote monitoring.

Premium

Service mode: 24x7
Response time to inquiries: up to 6 hours
Response time for critical incidents: up to 1 hours
Technical consultation and software updates: 24x7
Помощь в устранении инцидента – на территории заказчика
Provision of spare parts within the next business day (subject to availability in stock)
Remote monitoring.

Additional options

Additional options are purchased separately from the standard support programs and provide additional customization of the required level of technical support. The availability of option choices depends on the selected support level, service region, and equipment type.

Extended Warranty Period It is possible to extend the service period for equipment after the expiration of the standard warranty. Depending on the previously selected warranty period, the extension can be made for a duration of 2 to 4 years.

Media retention The media retention service option allows you to keep faulty information storage media (disks) after replacement.

On-site replacement of CRU On-site replacement of faulty Customer Replaceable Units (CRUs) during equipment installation. Engineer dispatch is carried out based on the availability of spare parts within the selected service mode.

Fixed recovery time Fixed recovery time for hardware component functionality in the event of a critical failure. The fixed recovery time period can range from 72 to 8 hours.

Additional services

Additional services allow you to utilize the manufacturer's highly qualified engineering support when required on demand. The choice of services depends on the type of equipment.

Pre-installation check Providing inspection, pre-configuration and start-up at the service site by service engineers and preparing the equipment for shipment to the customer.

Installation and Deployment The quick and accurate setup of equipment performed by a service engineer on-site. Two options are available: standard installation (for hardware) and comprehensive installation (for software-hardware complexes).

Service Migration Data gathering, compatibility checking with the new equipment, preparation of the new platform, planning and execution of consistent data preservation, data transfer, complete service restoration, testing, and delivery of the new system to the customer.

Equipment relocation Comprehensive diagnostics of equipment at the initial location, shutdown, disassembly, packaging of equipment. Unpacking, assembling, starting at a new location, diagnostics and testing.

On-Site Engineer The presence of dedicated service engineers on-site during equipment installation to provide support, administration, and prompt assistance during incidents.

Comparison of support programs

	Basic	Standard	Premium
Service mode	8х5	24х7	24х7
Response time to inquiries	up to 24 hours	up to 12 hours	up to 6 hours
Response time for critical incidents	up to 4 hours	up to 2 hours	up to 1 hours
Service mode	8х5	24х7	24х7
Response time to inquiries	up to 24 hours	up to 12 hours	up to 6 hours
Response time for critical incidents	up to 4 hours	up to 2 hours	up to 1 hours
Service mode	8х5	24х7	24х7
Response time to inquiries	up to 24 hours	up to 12 hours	up to 6 hours
Response time for critical incidents	up to 4 hours	up to 2 hours	up to 1 hours
Service mode	8х5	24х7	24х7
Response time to inquiries	up to 24 hours	up to 12 hours	up to 6 hours
Response time for critical incidents	up to 4 hours	up to 2 hours	up to 1 hours

Maintenance regulations