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Service Calls/Response Time
Subsequent to the initial baseline visit, ProMetric will establish a regular preventative maintenance schedule pursuant to the terms of the Service Contract.
ProMetric will provide technical assistance in the diagnosis and repair of all system hardware or software failures. In the event technical assistance results in a requirement to replace a part or component, ProMetric shall prepare a price quotation within a reasonable amount of time from the failure diagnosis. If a required part, component or assembly is not in-stock, ProMetric will use our best efforts to obtain the material as quickly as possible.
It is also our policy to respond to requests within four-(4) hours of being contacted. However, ProMetric Systems' Customer Service team will definitely respond to telephone requests for technical assistance within twelve-(12) hours following receipt of such request (Monday – Friday). If it is determined that an unscheduled maintenance service call is required, a ProMetric Customer Service Technician will target their arrival onsite within three-(3) working days (Monday – Friday).