Technical Assistance

1. Repairs Under Warranty

Repair under warranty, at no cost to the Customer, will only be carried out under the following conditions:

1.1 Eligibility Conditions

• If the equipment is still within the warranty period. STIVIKPRO, LDA may require the equipment purchase document.
• If there is no evidence that the equipment has undergone any technical intervention by elements not accredited for this purpose.
• Provided that the use of the equipment and its internal and external physical condition comply with the conditions set out in the warranty certificate.

1.2 Anomalies Not Covered

If the anomaly is not covered by the Warranty conditions, the repair will only proceed after express authorization from the Customer and will then be governed in accordance with points 2 and 3 of these Repair Conditions.

2. Repairs Not Covered by Warranty

The repair of equipment not covered by the warranty requires payment of the Assessment / Quote or Repair price, to be determined in the following terms:

2.1 Assessment and Quote

• Whenever the Customer requests an Assessment/Quote for the repair, they must pay in advance the amount shown in the price table.
• In case of repair award, the quote amount will be deducted from the final amount to be paid.
• The quote is merely an estimate and cannot be considered the final price for the equipment repair.

2.2 Final Price Composition

The amount will be determined exclusively according to:

• Labor time spent on the repair, valued at the current hourly rate or by a third party subcontracted for this purpose.
• Components, parts and/or accessories used in the equipment, valued at the price in force at the date of repair.
• Equipment storage costs, whenever pickup conditions are not met.
• Technician travel fee, in cases where the Customer requests the presence of a technician at home.

3. General Conditions Applicable to All Repairs

3.1 Repair Time

The equipment repair time depends on the complexity and nature of the fault as well as the type of equipment. In general, STIVIKPRO, LDA estimates the average repair time between 5 to 10 business days, and cannot be held responsible if it is unable to repair it, by itself or by a subcontracted third party, within the estimated time.

3.2 Urgent Repairs

STIVIKPRO, LDA accepts urgent repair requests, which translate into delivery of the equipment in the shortest possible time, and in case of need to order parts, the repair duration may be conditioned by their delivery time.

3.3 Quotes

Whenever the intervention value does not exceed €80.00 plus VAT, STIVIKPRO, LDA will automatically proceed with the repair. The Customer may always oppose this condition, simply by requesting the quote at the time of equipment delivery. In this case, the repair will suffer a delay of at least 5 business days.

Quote price information will be transmitted to the Customer within 3 business days, except for some anomalous situation.

3.4 Refused Quotes or No Response

• Quotes refused by the Customer will be charged according to the price table.
• Quotes for which STIVIKPRO, LDA does not obtain a positive response within 15 business days after our communication will be considered as refused.
• If no response is obtained within the mentioned period, the amount for refused quote will be automatically charged.

3.5 Equipment Delivered Disassembled

In case the Customer delivers disassembled equipment, STIVIKPRO, LDA is not responsible for any missing parts.

3.6 Equipment Collection

• Equipment collection is made upon presentation of the P.A.T. (Technical Assistance Request), as well as full payment of services rendered (if applicable).
• In case of loss of the P.A.T., collection will only be authorized with proof of Customer identification document.
• The equipment must be collected at the same location where it was delivered for repair.
• STIVIKPRO, LDA may deliver the equipment to the Customer's home, provided that the respective cost is paid in advance or guaranteed by the Customer.
• The Customer is obliged to verify the proper functioning of the repaired equipment upon collection or delivery, whenever the type of equipment allows it.

3.7 Collection Deadlines and Storage

Repaired equipment, or equipment that could not be repaired, must be collected within 30 days, counted from the date of notice from STIVIKPRO, LDA.

3.8 Communications and Address Changes

Communications between STIVIKPRO, LDA and the Customer should preferably be made in writing:

• In the case of the Customer, to the address of STIVIKPRO, LDA shown on the P.A.T.
• In the case of STIVIKPRO, LDA, to the Customer's address shown on the P.A.T., or to the new address that may be communicated in writing.

The Customer is obliged to communicate to STIVIKPRO, LDA all address changes, in order to prevent any loss of correspondence.