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TECHNOLOGY POLICY - SERVICE AND MAINTENANCE CENTRE

1. POLICY SCOPE

  1. This policy defines the conditions that apply to the XYZ Technologies Inc. equipment, systems, and services. It provides a framework for any actions, timelines, responsibilities, and exclusions related to:

    1. • service calls;

    2. • repairs;

    3. • client and manufacturer duties.

2. EQUIPMENT COVERED BY A WARRANTY

  1.  

  2. 1. Service calls

    1. The client must submit all service calls through official Service and Maintenance Centre channels (via email to service@xyztechnologies.com, through the portal of the website, or by telephone to the dedicated service line).


  3. 2. Admissibility

​A service call is permitted under the warranty so long as:

      1. • the equipment is covered by a valid manufacturer’s guarantee or an active contract guarantee;
      2. • the equipment was installed, configured, and used in compliance with the manufacturer guidelines and as outlined in the project service documents;
      3. • no unauthorized modifications were made to the system.


​​ 3. Action plan

    1. a)     Timelines:

      1. • Timing will follow the steps outlined in the Service Level Agreement (SLA) of the service agreement;
      2. • If there is no service agreement, steps will be planned according to service priority and available resources, with priority being given to clients with an applicable service agreement.


      b)     What is covered:

      1. • Remote or onsite diagnostics in order to identify the hardware or functional defect;
      2. • The appropriate adjustments to correct any defect covered by the warranty.


      c)    What is not covered:

      1. • User training;
      2. • Programming or architecture changes requested after the date of project delivery;
      3. • Issues related to infrastructure weaknesses (network, power supply, cooling, third-party cabling, etc.)

​4. Procedure for repairing material (Return Merchandise Authorization – RMA)

     a)     Conditions :

​ ​ • A diagnostic completed by a Service and Maintenance Centre assistance agent is required before any RMA request;
​ • The decision to repair or replace defective equipment rests solely at the discretion of the manufacturer;
​ • Processing times depend entirely on the manufacturer and their logistical constraints.

​     b)    Liabilities :
 ​ ​ • The warranty covers the administrative management and coordination of the RMA, unless otherwise agreed upon;
​  • Transportation, duties, and/or handling fees are the responsibility of the client, unless otherwise agreed upon;
​  ​• XYZ Technologie Inc. does not guarantee the provision of replacement equipment, unless otherwise agreed upon;
​ ​ • In cases where temporary replacement equipment is provided, the replacement equipment is not subject to the same warranty and is not covered by the ​ ​ ​  service agreement;
​ ​ •XYZ Technologie Inc. is not responsible for refusals, delays, or final decisions made by the manufacturer.


3. EQUIPMENT NOT COVERED BY A WARRANTY

​​​1. Coverage
​Evaluation costs include the necessary labour to complete the technical diagnostics, identify defects, and prepare an estimate for the required repairs.

​2. Evaluation and repair process

​ a) Equipment reception: Each piece of equipment is registered and given an identification number, with an acknowledgement of receipt provided to the client.
​ ​b) Diagnostics: A comprehensive diagnostic test is completed by the Service and Maintenance Centre team.
​ ​c) Estimate: A detailed estimate is provided to the client (for repairs under $500, the evaluation leads directly to repairs).

​​ 3. Costs

​    ​a) Amount: Evaluation fees are $200 per piece of equipment, invoiced according to the loan terms of the client or due before the start of repairs.
​​  ​​b) Deduction of evaluation fees: If the client accepts all recommended repairs, the $200 evaluation fee will be deducted from the total repair cost.
   ​ ​c) Automatic repairs – under $500: For estimates of $500.00 or less, including labour and parts, the repairs will be automatically completed without further ​ ​ ​    authorization from the client in order to accelerate the process and reduce delays.
    ​d) Repair refusal: If a client refuses to proceed with the recommended repairs for estimates greater than $500, the equipment will be returned as is. In these ​ ​     cases, the $200 evaluation fee is non-refundable.



4.REPAIRS
 
​1. Warranty
 ​All repairs are covered by a 120-day warranty that includes labour and any replaced parts, under the condition of appropriate usage and in the absence of any ​ ​ ​additional unauthorized intervention.
 ​Unless otherwise indicated in writing and assuming that all equipment has been installed according to the industry standards set by the manufacturer, the warranty ​ ​specifically and uniquely covers the manufacturing defects or functionality of the equipment.
​​2. Transportation fees
 ​Pick-up and delivery of equipment are the responsibility of the client. XYZ Technologies Inc. may, at its discretion, offer to provide this service, minus the fees, ​ ​through their network of specialized partners.

​3. Exclusions 
 ​The warranty is not applicable in certain cases, including the following:
 ​ ​• poor usage or inadequate maintenance;
 ​ ​• damage caused by external factors (power surges, flooding, fire, vandalism, etc.);
 ​ ​• normal wear and tear;
 ​ ​• interventions by an unauthorized third party;
 ​ ​• unauthorized software installations or updates.

​4. Limitation of liability
 ​XYZ Technologie Inc.’s liability is limited to the conditions outlined in this policy. Under no conditions are operational losses, revenue losses, or direct or indirect ​ ​damages covered.

5. ACCEPTANCE
All bids and requests to XYZ Technologie Inc. imply full acceptance of the terms of this policy by the client.

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