FireCR / VetCR Hardware repair and Quantor software Support and Service 

We take pride in providing Excellence in the Support and Service of your FireCR/VetCR Hardware and your Quantor Software. To achieve this goal the pair of original developers and manufacturers 3DISC and O+R offers a Support and Service Agreement to customers (End Users), giving access to the Regional Hardware Repair Center and the World-Wide Quantor Software Support and Help-line Center through the Supplier of your FireCR/VetCR system.  The following regular Support Services and Installation Assistance for the Products (the 12 months Warranty, and Emergency Support are treated elsewhere) with reference to the below overview of Services: 

Unit Repair Service and Support

The Regional Hardware Repair Center minimizes the inconvinience of a failed unit, offers a repair and exchange service to the customer. The following procedure is followed

1. A Valid Service and Support Agreement must be in force for the unit to be repaired. matching the serial number on the  unit label and electronically stored in the unit. 

2. A Request for Maintenance Number (RMN) is returned to the customer  in response to the failure description (remote diagnostics may be attempted at this stage)

3.  Category 1:  A  replacement unit is forwarded to the customer  by overnight  courier service (e.g. FEDex, DHL, TNT etc.),Customer         returns failed unit to the Regional Repair center, after repair the swap is reversed using normal courier services.                                                                                                                                          Category 2:  Customer forwards failed unit to the Regional Repair Center, after repair the unit is returned to the customer.       

Quantor software support to the Customer at the World-Wide Software Center (O&R), through the supplier, and the below procedure:

 1. Customer contacts his supplier, and reports serial no. of unit and problem, the supplier together with the customer and the Quantor Software Support Center .works together to solve the  problem..

 2. First line SW support: The Supplier has the contact directly to O&R Software for online or telephone support. O&R verifies that the scanner is qualified for support via the unit serial no.

Notes to Support and Service:

Customer pays insurance and freight on transport  to the Regional H/W Support and Service  Center
3DISC exhanges information (CR Scanner serial no., Customer Name etc.) under agreements to O&R on a regular basis.
 All tranport of units must be in flightcase it was originally delivered in.
 Billing for Support and Service Agreement: O&R invoices customer monthly for actual time on Software Support line (first 2 hours are free), 3DISC invoices customer a fixed amount on a quarterly basis for H/W Support either Category 1 or 2
The FireCR/VetCR unit contains no user or Field servicable parts, broken seals (clearly marked) on the unit will make void the warranty as well as the hardware repair service agreement.