PI has four global service hubs, staffed by a team of dedicated product specialists that are focused on supporting our customers around the world and deliver the best possible user experience.
| Standard Support Services | Extended Warranty | Extended Warranty PLUS | PI Express | PI Express PLUS | |
|---|---|---|---|---|---|
| 24 months warranty (Parts and labour covered for manufacturing defects) | ✔ | ✔ | ✔ | ✔ | ✔ |
| Access to PI's Service Support Desk (TRT = Target Response Time) Standard working hours 8:00am to 4:00pm | Regional support for 2 years TRT <12 working hours | Regional support for up to 5 years TRT <12 working hours | Regional support for 3 years TRT <12 working hours | Regional support for up to 5 years TRT <4 working hours | Regional support for up to 5 years TRT <4 working hours |
| Extended Warranty (Parts and labour costs covered for manufacturing defects - 1, 2 or 3 additional years) | ✔ | ✔ | Optional | Optional | |
| Extended Warranty PLUS (Extended warranty, plus cover for replacement parts that fail due to normal wear and tear.*) | ✔ | Optional | Optional | ||
| Extended Hours Support (Access to PI's Global Support team providing ad hoc planned out of hours support services) | ✔ | ✔ | |||
| Highest Priority Remote & On-Site** Support | ✔ | ✔ | |||
| Spares Holding (Dedicated holding of spare parts/systems to minimise unscheduled downtime) | ✔ |
*A normal wear and tear failure is defined as damage that has been caused due to ordinary use. Wear and tear failures that are excluded for non-ordinary use might be where the system has been exposed to radiation; liquid or third party abrasive particles have entered the mechanics; the application or operation is beyond the stated capacity of the system (orientation, load, travel limits, environment); or where user error or an external force has been applied that caused the failure. Maximum 2 claims over the 3 year term.
**All on-site services are chargeable in advance at the on-site rate depending on customer location.
