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Maintenance

Support - Workshop Repair Image 1

Total Support Agreement (TSA)

All SunRise products when supplied new (UK) only, include a SunRise Total Support Agreement (TSA). This covers the system for the first year for all parts, labour and helpdesk support as standard, offering customers total peace of mind when it comes to purchasing new equipment.

The first year can be extended annually thereafter or upgraded at the point of purchase to a fixed price three or five year agreement. The TSA provides for all parts, labour and the provision of on site visits. It also includes telephone/e-mail helpdesk support, plus remote access login (subject to agreement) onto your scanner to help identify any issue that may become apparent, and in many cases resolve the error without the need for a part or further action.
The TSA also provides for preventative maintenance and staff refresher training which can be held at our training centre in Wallington, Surrey or with prior arrangement or site at our customer’s premises.

Helpdesk Support Agreement (HSA)

Due to the high reputation of reliability that all our products enjoy, some customers may wish to opt for the Helpdesk Support Agreement (HSA) at the end of the first year rather than the full TSA.
This agreement offers unlimited telephone/e-mail helpdesk, along with remote access login (subject to agreement) onto your scanner to help identify any issue that may become apparent, and in many cases resolve the error without the need for a part or further action.

Offered as a more affordable option to the TSA the HSA will provide you with the immediate telephone support you may need and access to an on site support engineer (at additional cost) should the need arise.

Chargeable Call

Complementing our service offerings further, SunRise provides an ad-hoc support service whereby customers can call our helpdesk or request an on site visit by an engineer as and when needed, paying only for the time and materials used to facilitate the repair. 90% of SunRise calls are however simply for helpdesk support where the operators who may have forgotten how to use an element of the scanners flexible software requiring just a gentle reminder on what to do.

Workshop Repairs

For those customers wishing to return their equipment to SunRise for repair, we offer a workshop repair service whereby equipment can be delivered to SunRise and then collected on completion of the work. This facility works well where such repairs can be scheduled ahead of time or where the customer may wish to send their own engineer with the equipment to assist with the repair and receive refresher training at the same time.

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