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OnSite Service Levels
Standard Service Levels
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Response |
| Zone 1 |
Next Business Day |
| Zone 2 |
2 Business Days |
| Zone 3 |
3 Business Days |
Premium Service Levels
Service Level Agreement (SLA) Definitions:
Zone 1
Within a 50 kilometres of a specifically identified Lexmark Service location
Zone 2
Within 100 kilometres of where there is an Authorised Lexmark Service Centre
Zone 3
Greater than 100 kilometre of where there is an Authorised Lexmark
Service Centre
Travel Charges
$1.00 per kilometre travel beyond 100 kilometre of the service location from an
Authorised Lexmark Service Centre
Business Hours
A Business Hour is an hour within the hours of operation for the
normal working days between the hours of 8:30am and 5:00pm.
Business Day
A Business Day is defined as any day between the hours of
operation, Monday to Friday excluding statutory holidays.
Response Time
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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