Service Agreement Terms | Europe, Africa, Middle East |
Service agreement availability
Standard Service Agreements are available across the European, African and Middle Eastern region where a support resource currently exists or there are plans to establish the appropriate support infrastructure if a mutual agreement is reached between the customer and the local Kodak organization, based upon a business case analysis. Service Agreements may be purchased at any time during the useful life of a product; however, an inspection may be necessary if the sale of the S/A does not occur immediately following warranty or a previous S/A expiration.
Service agreement coverage
During the term of the Service Agreement, Kodak will provide support via their Customer Equipment Service Division, either remotely,
Days and hours of coverage
Service Agreement support is available Monday to Friday 8.30 a.m. to 5.00 p.m., excluding local holidays. Support may be available outside of these hours at local discretion and at a premium to the standard contract.
Limitations
This Service Agreement does not cover circumstances beyond the control of Kodak, including but not limited to; problems associated with the failure to comply with Kodak Site Specifications; problems arising from the use of non- Kodak attachments or accessories; relocation or resultant service; unauthorized modifications or service; misuse; abuse; failure to follow Kodak’s operating and use instructions; or any components deemed by Kodak to be consumable items (glass, lamps, etc.).
The services outlined in this document are Kodak’s only obligation under the terms of any agreement. Kodak will not be responsible for any consequential or incidental loss or damage resulting from the sale, use, or improper function of this equipment, regardless of the cause. Such damages may include but are not limited to, loss of revenue, loss of use of equipment, cost of any substitute equipment, facilities, services, or claims by your customers for such damages.
Response times
Kodak’s objective is to provide
Distance From | Within | Outside |
Support Resource | Contract Hours | Contract Hours |
4 hours | Best Effort | |
8 hours | Best Effort | |
Over 100 Km | 16 hours | Best Effort |
Enhanced hours of coverage, guaranteed response times, and improved response times may be available within individual countries or specific geographic locations at the discretion of local Service management.
