Datasheet

Appendix 1
Additional information about the types of service as specified in the Description.
Service Types
Onsite
An Engineer will visit the location of the Product and repair or swap (at Epson’s discretion) the
Product depending on the severity or type of fault. If repair is not practical, and no swap machine is
immediately available, a swap machine will be despatched within [x] working days.
If on-site service is requested before 3.30 pm on day ‘n’ (Monday to Friday - Mainland Europe and
Africa and Sunday to Thursday for Middle East and Israel ) Epson will use reasonable endeavours to
ensure that an engineer arrives at the address where the Product is located before close of business
( 5.00pm) on working-day ‘n+2’. In this calculation only normal working days are used, excluding
weekends and public holidays. Requests after 3.30 pm will extend this timescale by one day.
Onsite/Swap
An Engineer/Courier will attend the location of the Product, provide swap product and remove the
faulty product. If on-site service is requested before 3.30 pm on day ‘n’ (Monday to Friday -
Mainland Europe and Africa and Sunday to Thursday for Middle East and Israel ) Epson will use
reasonable endeavours to ensure that a Courier / engineer arrives at the address where the Product
is located before close of business (5.00pm) on working-day ‘n+2’. In this calculation only normal
working days are used, excluding weekends and public holidays. Requests after 3.30 pm will extend
this timescale by one day.
RTB (Return to base)
You will need to send the Product back to an authorised EPSON repair centre ( as agreed with Epson
during the call made under paragraph 4). It is your responsibility to package the Product
appropriately and pay for the shipping to the service centre. The Product will then be either
repaired or replaced ( at Epson’s discretion)depending on the severity or type of fault and returned
to you by courier at Epson’s cost. Epson endeavours to despatch the repaired or replaced product in
5 working days from receiving the product at the repair centre.
Carry In
You will need to carry in the Product to an authorised EPSON repair centre ( as agreed with Epson
during the call made under paragraph 4) which will either ( at their discretion) repair while you wait,
replace or arrange for a replacement product to be sent, depending on the severity or type of fault.
Epson endeavours to despatch any replacement product in 5 working days from the request of the
repair centre.
Replacement Product
Replacement (swap) products will normally be units which have been repaired and refurbished by or
on behalf of Epson and may not be new and unused but will be of the same condition as the faulty
product Epson will retain, and acquire ownership of, the product which is replaced.