Kodak 990 - Manual (Page 33)

Service Agreement Terms
Europe, Africa, Middle East
Service agreement availability
Standard Service Agreements are available across the European, African and Middle Eastern region where a
support resource currently exists or there are plans to establish the appropriate support infrastructure if a mutual
agreement is reached between the customer and the local Kodak organization, based upon a business case
analysis. Service Agreements may be purchased at any time during the useful life of a product; however, an
inspection may be necessary if the sale of the S/A does not occur immediately following warranty or a previous S/A
expiration.
Service agreement coverage
During the term of the Service Agreement, Kodak will provide support via their Customer Equipment Service
Division, either remotely, on-site or a combination of both, as deemed appropriate by Kodak Technical personnel.
Repair of the system will be to maintain performance of the equipment in line with advertised specification and
functionality.
Days and hours of coverage
Service Agreement support is available Monday to Friday 8.30 a.m. to 5.00 p.m., excluding local holidays. Support
may be available outside of these hours at local discretion and at a premium to the standard contract.
Limitations
This Service Agreement does not cover circumstances beyond the control of Kodak, including but not limited to;
problems associated with the failure to comply with Kodak Site Specifications; problems arising from the use of non-
Kodak attachments or accessories; relocation or resultant service; unauthorized modifications or service; misuse;
abuse; failure to follow Kodak’s operating and use instructions; or any components deemed by Kodak to be
consumable items (glass, lamps, etc.).
The services outlined in this document are Kodak’s only obligation under the terms of any agreement. Kodak will not
be responsible for any consequential or incidental loss or damage resulting from the sale, use, or improper function
of this equipment, regardless of the cause. Such damages may include but are not limited to, loss of revenue, loss
of use of equipment, cost of any substitute equipment, facilities, services, or claims by your customers for such
damages.
Response times
Kodak’s objective is to provide on-site service within the following timeframes: Specific country detail will be
supplied locally and may vary from the guidelines presented below.
Distance From Within Outside
Support Resource Contract Hours Contract Hours
0-50 Km 4 hours Best Effort
50-100 Km 8 hours Best Effort
Over 100 Km 16 hours Best Effort
Enhanced hours of coverage, guaranteed response times, and improved response times may be available within
individual countries or specific geographic locations at the discretion of local Service management.