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Taiwan
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Standard OnSite Service Level
options available include:
Metropolitan
Regional
Next Business Day
Response
yes
yes
* Service Level Agreements may or may not include Response
and/or Fix time combinations.
* Prices vary between printer models.
Service Level Agreement (SLA) Definitions: Metropolitan Sites within
a 50 kilometre radius within Capital Cities
Regional Sites within
a 50 kilometres of an authorised accredited service provider.
Where
applicable, additional travel charges
will apply to service calls outside of the
50 kilometre radius.
Business Hours A Business
Hour is an hour within the Hours of Operation for the
normal working
days between the hours of 9:00am
and 5:30pm.
Business Day A Business
Day is defined as any day between the hours of operation,
Monday to Friday excluding statutory
holidays.
Response Time Means the
time between the initial call being placed with the helpdesk
until the
service provider undertakes a positive
repair action or arrives onsite.
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