FOCUS Smart provides 2 YEARS HOTLINE, ON-LINE and ON-SITE Technical Support Services covering T&E (Within KL Klang Valley) and Labor Costs to REPAIR / REPLACE any DEFECTIVE Installation Works / Installed Product/s. Note that the HOT Line service is available 24×7, the On-Line Teamviewer Technical Service is available during Working Hours and the On-Site Technical Service is available next Working Day unless otherwise agreed.
Subsequent HOT-LINE, ON-LINE & ON-SITE Support Service Warranties in the form of Extensions / Maintenance Agreements may be taken out for the Life Cycle of the System at a annual increasing Percent Value of all Installed Products. Note that mutually agreed Service Level Agreements (SLA’s) may also be included.
Products that have failed within issued Warranty Periods due to Miss Handling, Accidents, Incorrect third party Installation, Tampering, Storage / Operation in Out Of Specification Environments, Excessive Power Over Voltage / Fluctuations / Surges, Water Damage, Lighting Induction or Acts of Riot / War will not be covered.
Products repaired / replaced within Warranty Periods by FOCUS will only carry warranty up to the Period provided for by the original purchased product.
The final decision of cause of Product Failure and to Repair / Replace under warranty is with Focus Smart Technologies.
CUSTOMER Product Problems must be logged with FOCUS Smart using our “HOT LINE CONTACT US” Page.
Suspected Faulty Products may be either Physically returned to FOCUS Office for checking or if the customer is unsure what’s wrong – request FOCUS to come On-Site. For On-Site requests, FOCUS will Schedule and Dispatch On-site Support Staff to investigate, identify cause of Failure and proceed to Repair / Replace with the Same or Upgraded Product/s.
When FOCUS is Requested to go On-Site outside the FREE Service Period or any Maintenance Agreement, then a minimum T&E Charge of RM 120 Mon-Fri 0900-1800 / RM 180 (All Other Times) PLUS a Minimum Labor Charge of RM 100 / Hour will apply within Selangor. When On-Site visits are required outside Selangor, other Charges on a Quote by Quote basis will apply.
Once On-Site, FOCUS will Diagnose and confirm Cause of Failure and Under Warranty Coverage.
If the Faulty Product IS COVERED Under Factory Defect Warranty then FOCUS will send the product back to the respective Manufacturer for Repair / Replacement at no cost.
If the Faulty Product is NOT COVERED Under Factory Defect Warranty then FOCUS will issue a Quote to either Repair or Replace the Failed Product with another of SAME or BETTER Specifications. Generally if the Failed Product costs more than 50% of the cost of a New Product to REPAIR we recommend a New Product.
When Customers return Faulty Products to FOCUS, we will firstly Confirm Cause of Damage and secondly if the Product is covered Under Warranty.
If the Faulty Product IS COVERED Under Warranty then FOCUS will send the product back to the respective Manufacturer for Repair where the Customer will be charged Courier Fee’s PLUS Repair Labor Charges.
If the Faulty Product is NOT COVERED Under Warranty then FOCUS will issue a Quote to either Repair or Replace the Failed Product with another of SAME or BETTER Specifications. Generally if the Failed Product costs more than 50% of the cost of a New Product to REPAIR we recommend a New Product.
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