Ionflight will guarantee an onsite response time of 72 hours and this response time will commence when our technical support service has failed to remedy the problem. In the unlikely event that Ionflight fails to get on site within this 72-hour window, Client will be compensated a one-week extension to their contract for every one day of delay.
The contract will cover all labor charges and travel charges that Ionflight would normally bill Client when being called in for 2 (two) instrument repairs visits.
Ionflight will perform a preventive maintenance service during one of the emergency repair visits.
The contract will cover all non-consumable parts that may be needed to repair the instrument back to its “pre-contract” condition during 2 (two) emergency repair visits.
Ionflight will not send parts to clients for customer installation unless the fault can be clearly identified.
Parts that are sent by Ionflight and installed by Client to fix an emergency repair request would be billable unless they are used in lieu of an emergency repair visit.