Nikoyo's Technical Service

1.    Introduction – Customer Services Department

The Customer Services Department under Nikoyo's Professional Technical Services team provides equipment and software technical support services to ensure your information technology systems are always maintaining at maximum system availability. As your IT service partner, we provide you with the best support services rendered by our professional technical team through their richest knowledge and experiences.

1.1  Equipment Warranty Services

Nikoyo warrants that equipment will be free from defects in materials and workmanship, strictly in conformity with appropriate product specifications. If notified during the warranty period that the equipment does not comply with the product specification, Nikoyo will repair the equipment at no charge.

Warranty period normally commences on the day following the completion of the acceptance test or ten days after the date of invoice whichever is earlier.

Warranty service provides Standard Maintenance Service for equipment purchased from Nikoyo at no charge during the applicable warranty period. Depending on product nature, warranty service may be performed on on-site basis or at service location specified by Nikoyo.

Users shall backup all electronic data already exists in the equipment at their own risks prior to service. Some repairs of systems may cause data corruption, for example, hard disk reformatting.

1.2  Equipment Maintenance Services

Equipment maintenance consists of Preventive Maintenance, Remedial Maintenance, Replacement parts and Engineering Changes.

Depending on product nature, maintenance services may be performed at the site of the equipment ("on-site service"), or Nikoyo's Technical Service Centres ("workshop repair"). Details on the services of Nikoyo's Equipment Maintenance are as follows:

1.2.1  Preventive Maintenance

Preventive maintenance consists of any function performed on a proactive basis designed to keep the equipment in normal operating condition. Any necessary Preventive Maintenance will be performed in accordance with the manufacturer's specifications.

Users may schedule preventive maintenance outside Nikoyo's normal business hours, or at more frequent intervals than those stated in applicable product specifications with Nikoyo's consent and upon payment of applicable surcharges if any.

1.2.2  Remedial Maintenance

Remedial maintenance consists of those functions required to correct or repair a malfunctioning piece of equipment. The response to a service may include Remote support, Workshop support and On-site support.

Nikoyo will provide remedial maintenance services during applicable hours of maintenance coverage as set forth in the maintenance contract, or if not specified, during Nikoyo's hours of coverage of Standard service for the product type.

-Remote support: on-line diagnosis and telephone assistance.

-On-site: If a problem cannot be solved via Remote Support, Nikoyo will dispatch a field service engineer to provide on-site maintenance at the equipment location in Hong Kong.

-Workshop Repair: Under Workshop Repair contracts, customers are responsible for sending and pick up the equipment to and from the Technical Service Centre specified by Nikoyo.

1.3  Equipment Installation Services

Installation Services include: Delivery, Installation and Removal of equipment.

1.3.1  Delivery

NIKOYO delivers products to a customer's designated location. Upon receipt of the product, customers shall inspect the products by themselves and notify NIKOYO of a claim for DOA (Dead on arrival) within an agreed DOA claim period if any visible damage found. No DOA claim will be accepted after the fixed time-frame.

1.3.2  Installation

NIKOYO will notify customers if products require any special physical environment before installation. NIKOYO will perform the following services for the installation:

♦  Site Inspection

♦  Physical installation of the equipment at the customer's designated location in Hong Kong.

♦  Verification of the equipment operation

Unless otherwise specified, installation is provided during normal business hours between 09:15 and 17:30, Mondays through Fridays, excluding Saturdays & Public Holidays. Additional charges are necessary on occasion of installation of different products during non-business hours on the basis of prior tacit and mutual understanding and agreed schedule.

1.3.3  Removal

Removal services include power down, packing, removal, relocation and re-installation of equipment at customer's designated location in Hong Kong.

Users shall backup all electronic data already exists in or related to the equipment prior to removal service for fear of unexpected data corruption. To safeguard their interests, customers are strongly suggested to arrange timely insurance for covering any loss and damage during removal.