SUPPORT POLICY

For our customers’ satisfaction and for them to benefit as much as possible from their investment, AETA is commited to support its products on the long run.

Beside a warranty period of 2 years and the many more years with the device being functional, AETA:

• Will repair your products, however old they are, as long as spare parts are available (from stock or from the market).
• Will work on critical firmware updates on the products that are still estimated in use.
• New

To best satisfy our customers, AETA is committed to providing long-term support for its products. Beyond the 2-year warranty period, and for the many years that the product will remain functional, AETA commits to:

• Repair your products, regardless of their age, as long as the components are available, whether in stock or on the market.
• Work on critical software updates for all products still in use.
• Provide innovative features on the current generation of products.

For any assistance, the following procedure should be followed:

Before contacting us, please check the following:

• Does the unit use the latest firmware?
• Have you read the product user manual and application note that may help?
• Did you purchase directly from AETA or through an integrator or distributor?

o If necessary, contact him first

When you call us, please have the following information at hand:

• Unit type.
• Serial number.
• Firmware version.

Make sure the device is connected to the internet and that remote support is enabled. Also put the device in debug mode to facilitate our intervention.

Our Approach to Support:

In order to provide impeccable customer service to our direct customers, AETA is obliged to allocate its support team on the customers that fall under the following support policy:

At AETA, we clearly distinguish between the different types of support:

• Pre-sales support: We answer questions during test phases free of charge.
• After-sales support: For products already sold, we always ask for the customer’s name and serial number.
• Our Approach to Support:
  In order to provide impeccable customer service to our direct customers, AETA is obliged to allocate its support team on the customers that fall under the following support policy:

At AETA, we clearly distinguish between the different types of support:

• Pre-sales support: We answer questions during test phases free of charge.
• After-sales support: For products already sold, we always ask for the customer’s name and serial number.

After-sales support model:

For each request for support, we provide, if necessary, explanatory notes free of charge. If that’s not enough, we offer three forms of assistance:

• For sales: For every new device purchase, we offer 5 hours of support during the 3 months following shipment of the product. Additional support is paid.

• For rentals: One hour of support is included throughout the rental period.

• Global contract: AETA also offers support contracts for a year, including time spent on support by the AETA technical teams (calls, emails, internal work on the subject…) in steps of 30 minutes

o Bronze: 5 hours of support over the year with preferential rate in case of exceeding.

o Silver: 10 hours of support over the year with a very preferential rate in case of overrun.

o Gold: Unlimited support over the year

• If you do not have a global contract but need urgent support, AETA will charge on demand in 30-minute increments

Our Commitments:

• As a paid service, we guarantee professional support: fast, well-documented answers that will allow you not to ask the same question twice.

Differentiation between Warranty, Repair and Support:

If a device seems to be defective, we first consider it as support. If the device is indeed broken, unwarranted but already paid support time will be credited to the repair bill.