- DecisionOne will furnish all labor, equipment, tools, parts, materials and transportation necessary to repair the equipment at each customer’s site in accordance with the OEM service manual.
- DecisionOne will provide a toll-free dispatch service available for calls from customers during business hours
- DecisionOne will provide qualified personnel at the customer’s site within the following response times:
- One hour
- Four hours
- Next business day
The level of response time required will depend upon the urgency of the need by the customer. This service is available Monday through Friday, excluding State holidays. A service call for one-hour response received after 4:00 P.M. requires a service technician onsite by 9:00 A.M. the next business day. A service call for four-hour response received after 2:00 P.M. requires a service technician onsite by 9:00 A.M. the next business day. Next day service requests received after 2:00 P.M. will require a service technician onsite by 4:00 P.M. the next business day.
- DecisionOne will make repairs during business hours, 8:00 A.M. to 5:00 P.M., Monday through Friday, excluding State holidays.
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