What is covered
Every system we deliver carries a warranty against defects in our workmanship. Equipment we source carries the manufacturer’s warranty, and we handle the claim on your behalf rather than sending you to the supplier.
Warranty periods
- Custom software — 12 months from acceptance, covering defects against the agreed specification.
- System integration — 12 months on our integration work.
- Sourced equipment — the manufacturer’s period, stated on the quotation, typically 12 to 24 months.
Response times
- Critical — production stopped: first response within 4 working hours.
- Major — a core function unusable: first response within 1 working day.
- Minor — everything else: first response within 3 working days.
Working hours are Mon – Sat, 8:00 AM – 5:30 PM (GMT+7).
What is not covered
Damage from misuse, unauthorised modification, power events, environmental conditions outside the equipment’s rating, or third-party changes to systems we integrated with. New features and scope added after acceptance are quoted separately.
After the warranty
We offer annual maintenance agreements covering preventive maintenance, monitoring, priority response and a bank of support hours. Ask us for terms before your warranty runs out.
Making a claim
Email [email protected] or call 0975157205 with the system name, what happened, and when it started. Keep the equipment powered down if there is any risk of further damage.