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Service
Agreements
Service
Agreements are available for most Grass Technologies products. A service
agreement allows you to budget a fixed amount for your annual service
and repair needs.
For
immediate assistance please contact customer service at 1-401-828-4000,
fax to 1-401-822-2430 or use our reply form.
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Service
Agreements
Note:
Service Agreements are only available for recorders sold within
the United States
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Customer
Support Plans for Grass Technologies EEG/PSG Systems
Most Grass Technologies
Systems carry a LIFETIME LIMITED WARRANTY on Grass Technologies manufactured
hardware, including the amplifiers, power supplies, selector switches,
except Model CTE and H2O amplifiers, Personality Modules and Electrode
Boards (which carry a one-year warranty from the initial date of delivery).
This warranty is limited to: servicing and/or replacing any instrument
or part thereof (except batteries and expendable supplies) returned
to the factory for that purpose with transportation charges prepaid
and which to the company’s satisfaction are found to be malfunctioning.
Computers, laptops, and monitors carry a 1-year warranty. Other items
not manufactured by Grass Technologies, such as cameras, oximeters, etc.,
carry the manufacturer’s warranty.
The Lifetime Limited
Warranty does not cover field service visits.
For field service
visits and software upgrades, we offer a variety of plans to select
from as described below.
Total
Support Plan: TSP-01
Telephone Support Plan with Modem: TSP-02
Telephone Support Plan: TSP-03
Products covered
under these plans include:
• Albert Grass Heritage EEG/PSG Systems
• Albert Grass Heritage Portable PSG Systems
• AURA PSG Wireless/Ambulatory Systems
• AURA
PSG LITE Ambulatory/Wireless Sleep Screener
• Aurora EEG/PSG Systems
• Comet EEG/PSG Systems
• Sonoma PSG Systems
• Note: BHMM Beehive Millennium & BHHN Beehive Horizon are
not covered under these plans, please see the separate support plan
for these systems.
A.
The Total Support Plan TSP-01 includes:
On-Site Field Service:
One field service visit by a factory-trained technician to perform any
repairs or adjustments. (Grass Technologies will determine the necessity
of the on-site service as many problems can be solved over the phone,
or with overnight express shipment of a convenient plug-in replacement
module.) Response time is no more than five days after your request
for a visit.
Emergency Telephone Support:
24 hours per day/7 days per week: After normal business hours of 8am
to 5pm EST, call our toll-free hot line and we guarantee that our Technical
Support Engineers will begin working on your problem immediately. They
will ensure that the appropriate steps are taken to get you up and running.
Telephone Support via Modem:
Grass Technologies provides the modem and software for installation on
your system. With this service, we can actually see your computer setup
and correct any problems you are having with your system. Modem support
would be during business hours of 8am to 5pm EST. Note: Two Phone lines
located near the instrument are required for this service, one for the
modem and one for your voice communication.
Software Upgrades:
The latest software upgrades to the software programs inclusive of product
inhancement, design upgrades compatible with the operating system and
existing hardware.
No Cost Parts & Labor:
No charge for in-house labor and material costs for repair or replacement
of your equipment. Based on age and severity of failure, repair or replacement
of the unit will be the sole discretion of Grass Technologies. We assume
responsibility of return shipments only of your equipment. Return shipment
is via surface shipment. If other shipping arrangements are needed the
customer will be responsible for the shipping charges.
B.
The Telephone Support Plan with Modem TSP-02 includes:
Emergency Telephone Support: 24 hours per day/7 days per week:
After normal business hours of 8am to 5pm EST, call our toll-free hot
line and we guarantee that our Technical Support Engineers will begin
working on your problem immediately. They will ensure that the appropriate
steps are taken to get you up and running.
Telephone Support via Modem:
Grass Technologies provides the modem and software for installation on
your system. With this service, we can actually see your computer setup
and correct any problems you are having with your system. Modem support
would be during business hours of 8am to 5pm EST. Note: Two phone lines
located near the instrument are required for this service, one for the
modem and one for your voice communication.
C.
The Telephone Support Plan TSP-03 includes:
Emergency Telephone Support: 24 hours per day/7 days per week:
After normal business hours of 8am to 5pm EST, call our toll-free hot
line and we guarantee that our Technical Support Engineers will begin
working on your problem immediately. They will ensure that the appropriate
steps are taken to get you up and running.
| Pricing |
Quantity
of Systems |
Price each
system per year |
| Total Support
Plan (TSP-01) |
1 system |
$3,500.00 |
| |
2-3 systems |
$2,700.00 |
| |
4-5 systems |
$2,000.00 |
| |
6 or more |
$1,700.00 |
| Telephone Support
Plan With Modem (TSP-02) |
1 system |
$1,250.00 |
| |
2-3 systems |
$1,030.00 |
| |
4-5 systems |
$905.00 |
| |
6 or more |
$825.00 |
| Telephone Support
Plan (TSP-03) |
1 system |
$995.00 |
| |
2-3 systems |
$825.00 |
| |
4-5 systems |
$725.00 |
| |
6 or more |
$660.00 |
| Note:
Quantity discounts apply only to multiple systems at the same location.
|
Customer
Support Plans for Model BHMM Beehive® Millennium & BHHN Beehive®
Horizon
Most Grass Technologies
Systems carry a LIFETIME LIMITED WARRANTY on Grass Technologies manufactured
hardware, including the amplifiers, power supplies, selector switches,
except Model CTE and H2O amplifiers, Personality Modules and Electrode
Boards (which carry a one-year warranty from the initial date of delivery).
This warranty is limited to: servicing and/or replacing any instrument
or part thereof (except batteries and expendable supplies) returned
to the factory for that purpose with transportation charges prepaid
and which to the company’s satisfaction are found to be malfunctioning.
Computers, laptops, and monitors carry a 1-year warranty. Other items
not manufactured by Grass Technologies, such as cameras, oximeters, etc.,
carry the manufacturer’s warranty.
The Lifetime Limited
Warranty does not cover field service visits.
For field service
visits and software upgrades, we offer a variety of plans to select
from as described below.
Total
Support Plan: BH/TSP-01
Total Support Plan: BH/TSP-02
Total Support Plan: BH/TSP-03
Telephone Support Plan: BH/TSP-04
A.
The
Total Support Plan: BH/TSP-01 & BH/TSP-02 includes:
On-Site Field Service:
Field service visits by a factory-trained technician to perform any
repairs or adjustments. (Grass Technologies will determine the necessity
of the on-site service as many problems can be solved over the phone,
or with overnight express shipment of a convenient plug-in replacement
module.)
• (BH/TSP-01) Two service visits included and the Response
time is no more than 48 hours after your request for a visit.
• (BH/TSP-02) Two service visits and the Response time is
no more than five days after your request for a visit.
Emergency Telephone Support:
24 hours per day/7 days per week: After normal business hours of 8am
to 5pm EST, call our toll-free hot line and we guarantee that our Technical
Support Engineers will begin working on your problem immediately. They
will ensure that the appropriate steps are taken to get you up and running.
Telephone Support via Modem:
Grass Technologies provides the modem and software for installation on
your system. With this service, we can actually see your computer setup
and correct any problems you are having with your system. Modem support
would be during business hours of 8am to 5pm EST. Note: Two phone lines
located near the instrument are required for this service, one for the
modem and one for your voice communication.
Software Upgrades: The latest software upgrades to the software programs,
inclusive of product enhancement and design upgrades compatible with
the operating system and existing hardware.
No Cost Parts & Labor:
No charge for in-house labor and material costs for repair or replacement
of your equipment. Based on age and severity of failure, repair or replacement
of the unit will be the sole discretion of Grass Technologies. We assume
responsibility of return shipments only of your equipment. Return shipment
method is via surface shipment. If other shipping arrangements are needed
the customer will be responsible for the shipping charges.
B.
The Total Support Plan: BH/TSP-03 includes:
Emergency Telephone Support: 24 hours per day/7 days per week:
After normal business hours of 8am to 5pm EST, call our toll-free hot
line and we guarantee that our Technical Support Engineers will begin
working on your problem immediately. They will ensure that the appropriate
steps are taken to get you up and running.
Telephone Support via Modem:
Grass Technologies provides the modem and software for installation on
your system. With this service, we can actually see your computer setup
and correct any problems you are having with your system. Modem support
would be during business hours of 8am to 5pm EST. Note: Two phone lines
located near the instrument are required for this service, one for the
modem and one for your voice communication.
Software Upgrades:
The latest software upgrades to the software programs, inclusive of
product enhancement and design upgrades compatible with the operating
system and existing hardware.
No Cost Parts & Labor:
No charge for in-house labor and material costs for repair or replacement
of your equipment. Based on age and severity of failure, repair or replacement
of the unit will be the sole discretion of Grass Technologies. We assume
responsibility of return shipments only of your equipment. Return shipment
method is via surface shipment. If other shipping arrangements are needed
the customer will be responsible for the shipping charges.
This plan does not cover any service visits.
C.
The Telephone Support Plan: BH/TSP-04 includes:
Emergency Telephone Support: 24 hours per day/7 days per week:
After normal business hours of 8am to 5pm EST, call our toll-free hot
line and we guarantee that our Technical Support Engineers will begin
working on your problem immediately. They will ensure that the appropriate
steps are taken to get you up and running.
| Pricing |
Price each
system per year |
| Total Support
Plan BH/TSP-01 |
15% of Equipment
Price |
| Total Support
Plan BH/TSP-02 |
12% of Equipment
Price |
| Total Support
Plan BH/TSP-03 |
10% of Equipment
Price |
| Telephone Support
Plan BH/TSP-04 |
6% of Equipment
Price |
| Note:
Quantity discounts apply only to multiple systems at the same location.
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SA-EV Service Agreement for Everest Recorders
Available
for the Everest Recorder, the SA-EV Service Agreement provides
a comprehensive service plan for recorders after the warranty has expired.
The
SA-EV Service Agreement covers the basic recorder including
all options and accessories.
Under
the SA-EV Service Agreement, Astro-Med, Inc. will:
- Provide
all required parts and labor during the life of the agreement. In
other words, the original warranty will be reinstated for the life
of the agreement.
- Provide
an emergency field service visit by a factory technician to perform
any repairs or adjustments required. If the equipment cannot be repaired
in the field, Astro-Med will provide a free loaner while the equipment
is returned to the factory. Astro-Med will absorb the cost of the
(surface) freight.
- Provide
unlimited telephone assistance via toll-free number 24 hours a day.
- Where
applicable, Astro-Med will furnish new software updates as they are
released, at no charge.
SA-EV
Service Agreement for One Year:
| Number
of Recorders Covered |
Price
for Recorders up to 4 years old |
Price
for Recorders older than 4 years |
| 1-4 |
$1,795.00
each |
$2,075.00
each |
| 5-9 |
$1,700.00
each |
$1,975.00
each |
| 10-19 |
$1,625.00
each |
$1,875.00
each |
| 20-29 |
$1,525.00
each |
$1,775.00
each |
| 30+ |
$1,450.00
each |
$1,650.00
each |
| All
Recorders must be at one location. Prices subject to change without
notice. |
Note:
If your recorder has been out of warranty in excess of 90 days it is
subject to Astro-Med's inspection to confirm that it meets original
performance requirements prior to being accepted for placement under
the SA-EV Service Agreement.
Please
contact Astro-Med Customer Service for more information or for a formal
"Proposal and Agreement" including terms and conditions. The
Serial Number of your recorder(s) is required for a formal quotation.
Extended
Warranties for Portable Recorders
Extended
Warranties are available for all Astro-Med portable field recorders.
The
Extended Warranty may be purchased at the time of the original purchase
or at anytime up to thirty (30) days after the expiration of the warranty.
The
Extended Warranty provides the same complete coverage as the
original warranty.
Astro-Med
warrants all portions of this hardware product against defects in materials
or workmanship for a period of one year from the date of purchase of
the extended warranty. If you discover a defect, Astro-Med, will, at
its option, repair or replace this product at no additional charge except
as set forth below. Repair parts and replacement products will be furnished
on and exchange basis and will be either reconditioned or new. All replacement
parts become the property of Astro-Med.
This
warranty does
not apply if the product has been damaged by accident, abuse, misuse,
or misapplication; or has been modified without the written permission
of Astro-Med. To obtain warranty services, send your product, freight
prepaid to our factory. Astro-Med is not responsible for your product
if it is lost or damaged in transit.
Astro-Med makes
no warranty, either expressed or implied, with respect to this product's
fitness for a particular purpose.
| Part
Number |
Model |
Price |
| EW-D8 |
Dash
8 Series Extended Warranty |
$595.00
|
| EW-D18 |
Dash
18 Extended Warranty |
$995.00
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