Warranty

All individual items of Aures hardware are covered by a  return to base warranty - unless otherwise stated -  that is specified on the details page of the product.   In the case of AURES PACKS, these are also covered by a 3-year warranty and the first year is on-site.

1 year On-Site Support Terms & Conditions

Aures Technologies Ltd provides free 1st year on-site support as part of their 3 year warranty with AURES PACKS.

To qualify for the free 1^st year on-site service, customers must purchase Packs from Aures’ PC-based range of POS Terminals: ELIOS, ODYSSE, GALEO, W-TOUCH & POSEO.

Aures Packs constitute the following:  a touchscreen system (or PC system with separate screen) plus pre-loaded Windows Operating System and one receipt printer.

What is covered within the 3-year warranty?

On-site support is offered only for Packs plus any integrated devices that are purchased at the same time such as rear customer displays and card readers.   It is a break-to-fix service only (not system swap-out) for 12 months from the date of invoice.

External devices i.e. printers, scanners and cash drawer that are purchased with the Pack are not covered by the one year on-site warranty but are covered by the 3-year RTB warranty.

The Normal 3 year RTB warranty applies on all non-pack items and excluded items bought with an Aures pack.

All application software is excluded.

Under the return to base warranty the reseller is required to arrange the return of the hardware item/s to Eurosoft Computer Systems Ltd. for repair. We endeavour to repair systems within 48-72 hours of arrival into our offices and will pay for the return transport.

On-site engineers do not re-install the reseller’s software solution. The faulty system will be restored to the original operating state as it was on the day it left Eurosoft Computer Systems Ltd for delivery to the customer.

If Aures hardware is purchased without a pre-loaded operating system and is installed separately then the re-installation of the operating system software is not covered under warranty.

If upon arrival onsite it is determined that the fault is related to the operating system or application software then a charge shall be levied to your account covering the cost of the engineer call out.

On-site calls must be logged by the reseller to Eurosoft Computer Systems Ltd. by 2pm for next day fix.  Calls logged after 2pm will not guarantee next day attendance.

‘Standard Cover’ is from Monday – Friday 0900 – 1700 (no weekends). On-site calls logged by 2pm on Friday shall have an engineer on-site the next working day (Monday). Excludes bank holidays.

Adverse weather conditions and parts supply may also result in a delayed response time.

We are unable to process on-site call requests during weekends and any calls logged by the customer using support@eurosoftpos.ie over weekends will be processed on Monday for an on-site call the next working day (Tuesday).

On-site support service is offered within the Island of Ireland and the UK mainland.

How does the on-site service operate?

From the date of purchase invoice Aures Technologies shall provide a 12 month on-site hardware maintenance service on Aures Packs during coverage hours for the equipment at a given location.

Where the equipment has suffered a hardware failure, the customer may log a request for maintenance services in accordance with Aures’ fault logging procedure (a copy of the current version is attached to the Agreement).  Following such a request Aures Technologies will:

• endeavour to make such repairs and adjustments to or (at the option of Aures Technologies) replace such parts of the equipment as may be necessary to restore the equipment to its proper operating condition, subject to these terms and conditions.
• respond to the customer during the coverage hours and shall use its reasonable endeavours to do so on the priority specified in the Agreement.
• attempt to fix the faulty unit on-site using replacement parts.
• where necessary, restore the Windows operating system and the system will be left ready for the customer to install their own application software. NB: It is not the responsibility of Aures Technologies to re-load any application or anti-virus software.

Service Level Agreement

• This service is available from Monday through to Friday between the hours of 08.30am and 17.30pm.
• Service levels are offered on a next business day fix.
• Any call placed with Aures Technologies before 15.00hrs should receive a fix no later than 17.30hrs the following day.
• All calls logged after this “cut off time” should receive a fix no later than 17.30hrs the day after the following day.

Warranty of Service

• On-site support is offered (on qualifying products) to all customers of Aures Technologies at no additional cost.
• The serial number of the faulty equipment must be given for any on-site support requests. This will enable Aures to confirm the unit is covered within the 12 month agreement and also ensures that the responding engineer attends the correct system.
• Aures reserve the right to withdraw on-site support from any customer that misuses this service.
• If the attending engineer is unable to gain admittance to the client’s site, or is turned away from attending a support call by the client without a justifiable reason, Aures Technologies will deem the call closed.
• Any repeat visit to this hardware will then be undertaken as a chargeable call.
• Details of chargeable calls and extended hours support are available upon request.

Fault Logging Information sheet

WHEN LOGGING AN ON-SITE SERVICE CALL (phone 0035312967444, email: support@eurosoftpos.ie)  THE ASSISTANT TAKING THE CALL WILL REQUIRE THE FOLLOWING INFORMATION:-

1. Your name
2.  The company name
3. Your contact number
4. We will then require the details of your customer with the fault:-
5. The company name
6. The address & postcode of the site
7. The name of the contact on site
8. The telephone number of the contact on site
9. We will then require the details of the fault:-
10. Model of the faulty unit- e.g. ODYSSE
11. The Serial Number
12. A Detailed description of the fault – e.g. Blank screen, no power
13. Once the call has been accepted you will be given an Aures Reference number (If you have any queries relating to your call you can quote this number).

SERVICE LEVEL:

On-site support is provided Monday to Friday on a Next Business Day Fix.