Depending on the root cause of the problem Mantex aim to solve the problem with the following actions.
Type of problem
Expected time to solution
User lack of information.
Mantex will answer questions or give advice using phone or e-mail.
First answer as stated in the Priority classification above. Final solution depending on type of problem.
Error in documentation.
Mantex will correct and release a new version of the document.
Defect in platform or measurement application software.
Mantex will connect to the Product remotely to perform troubleshooting and will correct, test and release a patch or new version of the software that also will be installed by remote connection if possible.
Priority 1 in a patch of the software or work around ASAP. Priority 2 in a patch of the software or work around within 2 week. Priority 3in the next planned release or version of the software.
Defect in material profile or need for enhancement.
Mantex will connect to the product remotely to perform detailed troubleshooting and will correct, test and release a patch or new version of the software that also will be installed by remote connection if possible.
Updated material profile within 2 weeks.
Defect in hardware.
Mantex will connect to the product remotely to perform troubleshooting and if found necessary recommend replacement of spare part. Activity that required spare part(s) and/or service(s) from Mantex will be quoted separately in e-mail to the customer contact responsible for the product. The e-mail should be confirmed before performing work. Invoiced Separately.
Depends heavily on availability of spare parts and transportation availability but in general: Priority 1 within 1 week. Priority 2 within 2 week. Priority 3 in the next yearly service.