Exclusive Support

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Bring Enterprise Service to SMB businesses

At QSAN we have always strived to bring our customers the highest levels of support and service at an affordable price. Modern businesses can no longer tolerate down time, 24/7 operation is the norm. So as part of our global strategy, we have built our systems to the highest possible standards, but piece of mind in the rare event of any issues is important. So we have carefully crafted our service levels to match business needs in a simple and affordable way.

These support packages are designed to enhance the free warranty that come with all QSAN devices. Every business is different, so we wanted to have tailored packages that match the service levels for anyone from a small business  up to enterprise customers with multi-site and international locations. For details on the support packages in your area, please see the table below, or feel free to contact us to find out more.

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Availability & Locations

Currently these support services are only available in the EU for all QSAN product lines. Any country outside of the regions outlined below are unable to be covered by the current level of service. However, for those outside the EU we may be able to tailor a package for you, so please contact your QSAN representative to find out more.

For logistical reasons, some remote EU areas may be limited to certain SLA’s, for any questions please contact our QSAN sales team who will be happy to go through this in detail.

Service Offerings

Exclusive support services are classified into the following four levels.
 

Service Offerings

Level 1
ADV REP
Level 2
NBD
Level 3
5x9x4
Level 4
​7x24x4

2 business day advanced parts replacement

   
Next business day parts replacement 
Next business day onsite intervention 
9 hours a day from Monday to Friday, 4 hours onsite intervention  
24 hours a day, 7 days a week, 7 hours onsite intervention   
24 x 7 Telephone support   
Unlimited web, Skype, email support
Access to online technical knowledge database
Remote console diagnostics


Different countries in Europe may have different support services provided. The following table shows the conditions and restrictions.
 

Maintenance Locations

Level 1
ADV REP
Level 2
NBD
Level 3
5x9x4
Level 4
​7x24x4

Germany, Austria, Switzerland*

Yes
​(note: customs
involoved for CH)
YesYesYes
UK & IrelandYesYesYesYes
FranceYesYesYesYes
Belgium, Netherlands, LuxemburgYesYesYesYes
Italy, SpainYesYesupon requestupon request
PortugalYesYesnot availablenot available
Poland**YesYesYes, however limited areasnot available
DenmarkYesYesnot availablenot available
Sweden***Yes (within delivery
zones using DHL
carrier services)
Yesnot availablenot available
Norway, Finland****Yes (note: customs
involved)
not availablenot availablenot available
Czech Republic*****YesYesnot availablenot available
Eastern European CountriesYesnot availablenot availablenot available

If you have questions or are interested in this exclusive service,  please contact us at Sales@QSAN.com 


* Customs procedures might be involved for the Advanced Replacement services in Switzerland, which might extend the replacement process.
** 5x9x4h onsite intervention in Poland restricted to 100km radius from: Katowice, Wroclaw, Warszawa, Poznan.
*** Advanced replacement in Sweden might be restricted to the areas of DHL delivery. NBD on-site support restricted to 100km radius from: Stockholm, Gothenburg, Malmö.
**** Customs procedures might be involved for the Advanced Replacement services in Norway & Finland, which might extend the replacement process.
***** Czech Republic NBD onsite service level is restricted to Prague area . Please contact us for any other regions.