Support

On-Call Factory Maintenance Service

This program provides the customer with a combination of an Expedited Replacement Service and on-site support as required to resolve the problem. As part of this service, Sagaxis will assist the customer in diagnosing the cause of the problem and will provide guidance to resolve it. If a replacement unit or module is necessary to complete the repair, one will be dispatched within four hours of being notified of the failure. Same day shipments are subject to receiving notification prior to 2:00 PM EST/EDT. If the problem cannot be resolved within a 24-hour period or if Sagaxis determines that on-site assistance is required immediately, Sagaxis will dispatch a Support Specialist.

Extended hours coverage is also available at an additional charge.

Turnaround Sagaxis will provide immediate support.
Service Duration This service is available on a contract basis and is available for a one-year term.
Freight In Paid by the Customer (including customs and brokerage charges) – Collect shipments are not accepted by our repair depot.
Freight Out Paid by the Customer (including customs and brokerage charges)
Availability A 30-day waiting period may be applied before activating the contract if the equipment to be covered is in excess of two years old and no prior contact had been purchased.
How to Order The On-Call Factory Maintenance Service requires a Purchase Order specifying the type of service requested and the product being replaced including its specific model number and serial number.

Sagaxis will issue a Return Materials Authorization (RMA) number at the time of the service request that must accompany the returned product.


▶ Program Overview

Technical Assistance  Services

 ▶ Technical Assistance
▶ Emergency Assistance

Product Warranty &  Repair Services

▶ Expedited Replacement
▶ Warranty Service
 ▶ Repair Service

Maintenance Services

 ▶ Expedited Replacement
▶ On-Call

Consulting Services

 ▶ Consulting Service