The SOLINET technical support team works around the world and is coordinated from our head office in Germany. We use advanced procedures for remote diagnostics via the internet to quickly identify, isolate and update subsystems on-site.

 

We provide full support and our support services include:

• Fast Response
• International Presence
• Qualified Engineers
• Central Coordination

Standard Support Classification:

 

	Problem Class
	Blocking		Critical		Non-Critical
Hotline (Phone/Fax/Email)	Monday to Friday (8:00 - 17:00)
Software Updates	Free of charge
Response Time	2 Working Days
Intervention Time	ASAP	ASAP		Next Release
Neutralization Time	Interim Release	Next Release		Next Update
Validity	12 months from date of delivery/order
Hardware Repair Turnaround Time	28 Days

 

Problem Classes:

 

Blocking: System cannot be used for intended purpose.
Critical: Some aspect of intended purpose is not possible.
Non-Critical: System operational, but convenience of use is affected.

Response Time:To confirm that a problem report has been received and to establish contact to a specialist.
Intervention Time:To provide a work-around or bridging solution, where technically possible.
Neutralization Time: To provide an integrated solution.

 

Premium Support

 

In addition to Standard Support, SOLINET offers two Premium Support Programs (SILVER and GOLD), with accelerated response times for software updates and hardware repair. Please contact for further details.

 

Hardware Repair

 

SOLINET systems are delivered worldwide, and are very reliable. In the case of faulty or damaged hardware, systems still under warranty will be repaired at SOLINET free-of-charge.

 

License Agreement

 

All SOLINET systems are delivered subject to users accepting our license agreement. If you do not agree with the terms and conditions of the license agreement, please contact us.