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| 3 Hours Down Time |
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| What is Down Time? |
Down time means the length of time when a digital office machine at customer site is breakdown so that customers are unable to make copies, to send and receive fax, to print, and/or to scan (which depends on the model of the machine and the malfunction reported by customers)
The length of down time starts being counted when a customer call is received by the Customer Contact Center/Astragraphia branch Call Center, up until the machine is running well again, which is proven by the customer's signature on Machine Record. |
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| Rules & Regulations |
| This 3 Hours Down Time Guaranteed Program is applicable to machines that fulfill the following conditions: |
| 1. |
"Office Digital" hardware products, that are rented or bought from Astragraphia (Model: DC-1055, DC-1085, AP-350, AP-450, AP-550, DC-606, DC-706, DC-2055, DC-2005, DCDC-156, DC-186, DC-235, DC-236, DC-250, DC-285, DC-286, DC-400, DC-405, DC-3005, AP-4000, AP-5010, DC-4000, AP-7000, DC-III Series, AP III Series, DC-C250, AP-C2200, AP-C4300, DC-C2200, DC-C3300, DC-C4300, DC-551, DC-706, DC-336, DC-450, DC-550, Able 3321 and Able 3221). |
| 2. |
The scope of the machine locations reaches areas around Jakarta, Tangerang, Bekasi, Karawang, Bandung, Semarang, Surabaya, Denpasar, Medan, Batam, Pekanbaru, Palembang, Balikpapan and Makassar. Area details can be asked directly to our branch office. |
| 3. |
Only valid on workdays, Monday - Friday (excluding National Holidays/Astragraphia Mass Leaves) starting from 08.00 - 16.00. If a call is received at 16.00, then the Three Hours Down Time Guaranteed program will end at 10.00 o'clock the following workday. |
| 4. |
Not valid for a Force Majeur and/or conditions and activities at customer site that might delay the completion of a procedure. on a particular day. |
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This program starts from 1 January 2008 until 31 December 2009. This program can be extended based on Astragraphia policy and shall be announced on Astragraphia website. |
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| Conditions |
| 1. |
The machine's malfunction has to be reported and recorded at the Customer Call Center or Branch Office Call Center. |
| 2. |
Customers makes a note of their complaint number and time of reporting (CR-in). |
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Customers make a thorough check on the reparation result by Astragraphia Technicians. |
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To equalize the counting of the down time, Customers are obliged to recheck the data on the machine record concerning time of report (CR-in), the arrival of the technician (Time-in), and duration of the repairing process (Time-out) |
| 5. |
The Machine Record is required to be signed by the customer as proof that the job has been done by the Astragraphia technician and the machine is back in operation. |
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| Astragraphia Guarantee |
| 1. |
Guarantee of the Technicians readiness and the certainty of their arrival |
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Guarantee of the swiftness & the completion of repairing in a professional manner. |
| 3. |
Guarantee of service satisfaction. |
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| Failure Compensation |
| 1. |
10% discounts from the related machines MoP (Marked on Paper or number of print) of a particular month will be given if the down time exceed its limit by 3 hours. |
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Discount is not valid accumulatively and only applies for a maximum of 1 failure in one month bill per machine |
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Discount given automatically and is included in the monthly invoice. |
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