PASP Service Packs
Thanks to them, partners and users can obtain full technical and service support for purchased service contracts at the L1 and L2 levels (diagnosis, verification and problem solving) in Polish and English, implemented locally by Polish, certified engineers.
Services can be extended by the additional presence of an engineer at the equipment installation site and quick replacement of components in the event of failure.
| Support level | BASIC | NBD | 4h |
|---|---|---|---|
| availability | 24x7 | 24x7 | 24x7 |
| SLA response time | 1h | 1h | 1h |
| access via PURE1 | YES | YES | YES |
| Proactive monitoring | YES | YES | |
| HW SLA | NBD shipment | NBD | 4h |
| Remote software upgrade | defect fixes only | unlimited | unlimited |
Access to these services is provided locally through the dedicated myHEZO.pl portal, which is accessible to Polish myHEZO business partners who have a signed partnership agreement (using the VZAM login) and equipment users after registering in the portal. Access to engineers is also available by phone: +48 12 25 25 600.