Policy Terms

 

Swap-Out Policy Terms

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Swap-Out Policy

NEC Swap-Out Service

NEC undertakes to provide its customers with the option of purchasing a ‘swap-out’ service for products included in the current NEC Reseller Price Book.

The intent of this service is to provide customers with a replacement unit for the product they have purchased should the unit fail within the warranty period thus ensuring the customer’s business use is not interrupted. This will be of particular benefit to users of higher-end installation projectors and Video-wall displays.

Should customers elect to purchase this service they will receive a heightened level of service which includes replacement of the item, thereby ensuring a minimal level of disruption to their business. The commencement date of the Service will be from the original date of product purchase. Should a customer choose to purchase this service after the initial product purchase date, the commencement date of the 12-month service will be the same as the unit’s original purchase date.

Service will include:

  • NEC will pass on to the Service provider a full list of items covered under this scope of offering, and will pass on the Serial Numbers as provided by the service purchaser.
  • Logging of all calls on a dedicated NEC Service Call line (verification of warranty/service provision based on the unit Serial Number) – 1300 NEC HELP (1300 632 4357)
  • A replacement unit will be issued to the customer site.
  • The NEC Service provider will contact the customer/site manager to schedule the site visit NEC Service provider will present on-site to collect the faulty unit and deliver a replacement unit
  • Call support service will be available between 8am to 6.30pm ACDT Monday to Friday (excluding public holidays)
  • On-site Response Service will be available between 8am to 5.00pm Monday to Friday (excluding public holidays)

Service Levels

Bronze

  • Provision of a swap-out unit of same or similar performing model
  • Attend on-site within 72 Business hours of receiving the call (3 business days) – Metropolitan area
    • Regional SLA: Within 96 Business hours of receiving the call (4 business days)
    • Remote SLA: Within 120 Business hours of receiving the call (5 business days)
  • Calls logged after 11.00 am will be tended to the following business day
  • Delivery of the replacement model (within 50kms of GPO for metropolitan)
  • Collection of the packaged faulty unit, from ground level

Silver

  • Provision of a swap-out unit of same or similar performing model
  • Attend on-site within 48 Business hours of receiving the call (2 business days) – Metropolitan area
    • Regional SLA: Within 72 Business hours of receiving the call (3 business days)
    • Remote SLA: Within 96 Business hours of receiving the call (4 business days)
  • Calls logged after 1.30 pm will be tended to the following business day
  • Uninstallation of the faulty unit
  • Packaging of the faulty unit for collection at ground level by the Service provider
  • Re-installation of the replacement unit

Gold

  • Provision of a swap-out unit of same or similar performing model
  • Attend on-site within 16 Business hours of receiving the call (1 business day) – Metropolitan area
    • Regional SLA: Within 48 Business hours of receiving the call (2 business days)
    • Remote SLA: Within 72 Business hours of receiving the call (3 business days)
  • Calls logged after 3.30 pm will be tended to the following business day
  • Uninstallation of the faulty unit
  • Packaging of the faulty unit for collection at ground level by the Service provider
  • Re-installation of the replacement unit
  • Re-calibration of video-walls (if required)
  • Reconfiguration with network requirements to full operation

Contract Terms

Initial term to be valid for a minimum of one (1) year from the date of invoice, with the term being defined as commencing on the 1st day of the following month and ending on the last day of the calendar month. The annual fee to be invoiced no later than the anniversary date of the original sale invoice date. Renewal intention notification to be provided in writing at least thirty (30) days prior to the expiry date of the current contract. (i.e. eleven months after the contract service commencement date).

Additional years of coverage may be purchased at the time of initial unit purchase, up to and including the length of the unit warranty period. Multi-year contracts will receive price discounting at the time of purchase.

Purchase of additional years’ Swap-Out coverage, if not purchased at the time of original unit purchase, will not receive the multi-year discount offering and may incur a ‘buy-in fee’, depending on the age of the unit to be covered.

The swap-out policy is not available and not valid for units which are not covered by NEC Warranty. The swap-put Policy may not be purchased beyond the covered warranty period of any NEC product.

Assumptions and Exclusions

  • Distance restrictions are measured by road and not in a straight line
  • Region definitions
  • Metropolitan – All sites within 50Kms of Metropolitan GPO
  • Regional – All sites from 51Kms to 250kms from Metropolitan GPO
  • Remote – All sites from 251kms from Metropolitan GPO
  • Where installation and uninstallation service applies, equipment must be at a height of no more than 2.7 meters from ground level.
  • Where equipment is installed above 2.7 meters from ground level, it is the responsibility of the customer to provide access equipment which meets Australian OH&S standards before the NSP will attend to uninstallation and/or reinstallation.
  • NEC will endeavour to provide the same model for swap-out as purchased, however, same model replacement cannot be guaranteed as the age of the unit progresses and succession models are manufactured - in this case
  • NEC will provide a model of similar performance capabilities.
  • NEC accepts no responsibility for work required in the physical installation environment should replacement model specifications not exactly meet those of the faulty unit. Uninstallation and re-installation to be undertaken in the same physical location, relocation to alternate installation site is not included in the coverage, and may be offered at an additional cost.
  • NEC will not repair installation issues which are the result of installation failure, cabling or network issues. This service may be offered at an additional cost.
  • Where an additional cost is to be incurred, and in the event the customer does not hold a current account with NEC, a credit card or direct debit authority must be submitted prior to the commence of any additional works.
  • All work undertaken will be performed between the hours of 8am and 5pm Monday to Friday, excluding bank or public holidays.
  • All extended warranty and Swap Out purchases must be registered on the NEC website within 3 months of the purchase. Requests outside of this timeframe will require Proof of Purchase documentation.

Conditions

  • Payment shall be required in advance for twelve (12) months coverage for each item to be included under the agreement.
  • Customers may choose to purchase the Swap-Out Policy with monthly payment terms. In these cases, a customer must provide a signed Direct Debit authority or credit card payment form. Customers wishing to take advantage of monthly payments must purchase a minimum of 12 months (1 year) Swap-Out, and will be required to make all payments up-to and including the annual Swap-Out fee plus 10% Service uplift fee.
  • After an initial nine (9) month period on active Service Response Agreements, the agreement can be terminated by either party with one (1) month’s notification in writing.
  • NEC may, at its discretion, indicate in writing the withdrawal of the Swap-out Service against future orders.
  • Should NEC cancel the agreement, a rebate of the remaining period will be refunded by NEC for the value of the remaining full month(s) of the contract. No rebate will be provided for partial month cancellations. No rebate will be paid for customers who purchase under the monthly payment structure.
  • Replacement of faulty equipment will be the same or similar model product. Wherever possible, NEC will undertake to provide the same model as replacement.
  • Products outside of the warranty period are not eligible for the purchase of this service.
  • NEC and/or its Service Provider accept no responsibility for replacement equipment being unacceptable due to the physical installation environment being restrictive.
  • Normal warranty conditions apply on all equipment supplied by NEC and/or its Service provider.
  • This offering is only available for purchase on the products indicated in the price book.