Service Policy

Our commitment to providing exceptional installation, training, and support services

Last updated: December 10, 2024 | Effective date: December 10, 2024

Our Service Commitment

Professional services designed to maximize your AI device experience

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Professional Excellence

Our certified technicians and trainers deliver services with the highest standards of professionalism and expertise.

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Timely Service

We respect your time and commit to punctual service delivery, clear communication, and efficient problem resolution.

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Quality Guarantee

All our services come with satisfaction guarantees and comprehensive warranties to ensure your complete confidence.

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Customer Focus

Your satisfaction is our priority. We tailor our services to meet your specific needs and preferences.

Installation Services Policy

Professional installation with comprehensive setup and configuration

Service Scope

Our professional installation service includes:

Pre-Installation Assessment: Site evaluation and compatibility check
Device Installation: Physical setup and mounting as required
Network Configuration: Wi-Fi setup and network optimization
Software Setup: Initial configuration and account creation
Integration Testing: Ensuring all devices work together seamlessly
User Orientation: Basic operation demonstration and handover
Documentation: Installation report and warranty activation

Scheduling and Availability

Service Hours: Monday-Saturday, 8:00-18:00
Booking Window: Minimum 48 hours advance notice
Service Duration: 2-4 hours depending on complexity
Rescheduling: Free rescheduling with 24 hours notice
Emergency Service: Available for business customers

Service Areas

Primary Areas: Zürich, Geneva, Basel, Bern (same-day service)
Extended Areas: All major Swiss cities (next-day service)
Remote Areas: Available with additional travel charges
International: Available in select European cities

Customer Responsibilities

To ensure successful installation, customers must:

Provide stable internet connection (minimum 10 Mbps)
Ensure access to installation locations
Have necessary power outlets available
Remove any obstacles or fragile items from work areas
Be present during installation or designate an authorized representative
Provide any required building access codes or permissions

Installation Warranty

Workmanship Warranty: 2 years on all installation work
Configuration Warranty: 90 days on software setup
Callback Service: Free return visit within 30 days if issues arise
Performance Guarantee: Devices will function as specified or we'll fix it free

Training Services Policy

Comprehensive education programs to maximize your AI device capabilities

Training Programs

Basic User Training (2 hours)

Device operation fundamentals
Basic voice commands and controls
Mobile app navigation
Safety and maintenance basics

Advanced Features Training (4 hours)

Advanced automation and scheduling
Integration with smart home systems
Custom voice commands and routines
Data analysis and insights

Business Training (Full day)

Enterprise features and management
Multi-device coordination
Security and privacy settings
ROI optimization strategies

Training Formats

On-Site Training: At your location with your devices
Virtual Training: Online sessions via video conference
Group Training: Multiple participants, cost-effective
One-on-One: Personalized training sessions
Self-Paced Online: Access to training portal and resources

Training Materials

Comprehensive user manuals and guides
Video tutorials and demonstrations
Quick reference cards and cheat sheets
Access to online knowledge base
Certification upon completion

Training Guarantee

Satisfaction Guarantee: 100% satisfaction or additional training at no cost
Competency Assurance: We ensure you can operate your devices confidently
Follow-up Support: 30 days of email support included
Refresher Training: 50% discount on repeat sessions within 6 months

Support Services Policy

Comprehensive technical support and customer service

Support Channels

Phone Support

Hours: Monday-Friday 9:00-18:00, Saturday 10:00-16:00
Languages: German, French, Italian, English
Response: Immediate during business hours
Number: +41588196200

Email Support

Address: [email protected]
Response Time: Within 24 hours
Priority Support: Within 4 hours for premium customers
Availability: 24/7 ticket submission

Live Chat

Availability: Monday-Friday 9:00-18:00
Response: Average 2-3 minutes
Features: Screen sharing, file transfer
Languages: German, French, English

Remote Support

Secure Connection: Encrypted remote access
Availability: By appointment
Capabilities: Device configuration, troubleshooting
Duration: Up to 1 hour per session

Support Tiers

Standard Support (Included)

Basic troubleshooting and guidance
Software update assistance
General usage questions
Warranty claim processing

Premium Support (CHF 99/year)

Priority response times
Advanced configuration support
Proactive device monitoring
Dedicated support representative

Enterprise Support (Custom pricing)

24/7 support availability
On-site support visits
Custom integration assistance
Service level agreements (SLA)

Maintenance Services Policy

Preventive maintenance and ongoing care for optimal performance

Maintenance Programs

Basic Maintenance (Annual)

Software updates and security patches
Performance optimization
Basic cleaning and inspection
Backup and data verification

Cost: CHF 149 per device per year

Comprehensive Maintenance (Bi-annual)

All basic maintenance services
Hardware diagnostics and testing
Calibration and fine-tuning
Preventive part replacement
Performance reporting

Cost: CHF 249 per device per year

Premium Care (Quarterly)

All comprehensive services
Priority scheduling
Advanced analytics and insights
Proactive issue detection
Extended warranty coverage

Cost: CHF 399 per device per year

Maintenance Benefits

Extended Lifespan: Regular maintenance extends device life by 30-50%
Optimal Performance: Maintains peak efficiency and responsiveness
Early Problem Detection: Prevents major issues before they occur
Warranty Protection: Maintains warranty validity
Cost Savings: Reduces need for expensive repairs
Priority Support: Faster response times for maintenance customers

Maintenance Scheduling

Flexible scheduling to minimize disruption
Advance notification and confirmation
Option for after-hours service
Seasonal maintenance reminders
Emergency maintenance available

Service Terms and Conditions

Important terms governing our service delivery

Payment Terms

Payment is due upon service completion unless otherwise arranged
Business customers may request NET 30 payment terms
Maintenance contracts are billed annually in advance
Cancellation fees may apply for same-day cancellations
All prices include applicable Swiss VAT

Service Limitations

Services are provided during normal business hours unless otherwise arranged
Customer must provide safe and accessible work environment
Additional charges apply for services outside standard scope
We reserve the right to refuse service in unsafe conditions
Force majeure events may delay service delivery

Liability and Insurance

We carry comprehensive professional liability insurance
Liability is limited to the cost of the specific service provided
Customer property damage is covered by our insurance
We are not liable for data loss due to customer actions
Service warranties are in addition to product warranties

Privacy and Confidentiality

All customer information is treated as confidential
Service technicians sign confidentiality agreements
Customer data is protected according to our Privacy Policy
We do not access personal data unless necessary for service
Service records are maintained securely for warranty purposes

Service Contact Information

Get in touch to schedule services or ask questions

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Service Booking

+41588196200

Mon-Fri: 9:00-18:00
Sat: 10:00-16:00

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Service Email

[email protected]

Response within 24 hours

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Service Centers

Zürich, Geneva, Basel

Walk-in service available

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