Barcode Reading and Reject Station SLA
1. Introduction
This Service Level Agreement (SLA) outlines the support and maintenance services provided by Sizelabs for the Barcode Reading sensor and the Reject Station conveyor series. The purpose of this agreement is to define the level of support and expectations for service.
2. Scope of Services
• Support Coverage: Support will be provided upon request.
• Service Hours: 8:30 AM - 5:00 PM EST.
• Preventative Maintenance: Available upon request.
• Response Time:
• Critical issues: Response within 1 hour.
• Non-critical issues: Response within 4 hours.
The support service includes troubleshooting, emergency repairs, software updates, and parts replacement, as needed.
3. Support Channels
• Communication Methods:
• Email: support@sizelabs.com
• Phone: 575-921-1075
4. Service Maintenance and Emergency Repairs
• Maintenance Schedules: Available upon request.
a. Emergency Repairs:
• Emergency repairs are provided by third-party service providers, not directly by Sizelabs.
• However, Sizelabs will train the chosen service provider to ensure proper servicing protocols.
• The third-party service provider will bill the Client directly for emergency repairs.
b. Preliminary Replacement Parts List:
Sizelabs will share a recommended list of replacement parts so that the Client can maintain critical components in stock to minimize downtime.
c. Replacement Part Stock:
Sizelabs will keep a replacement part in stock for every component of the system. If a Client facility requires a replacement, Sizelabs will ship the necessary part immediately to any location that needs it through Next Business Day Shipping.
d. Maintenance & Instructional Materials:
• Sizelabs will prepare detailed videos and instructions on routine maintenance and part
replacement procedures.
• These materials will be accessible to the Client to ensure proper handling and servicing of the conveyor system.
5. Exclusions
• This agreement does not cover damage caused by misuse, negligence, or unauthorized
modifications of the conveyor system.
6. Responsibilities of the Customer
• Access to Site: The Client is responsible for providing access to the system and ensuring
availability for maintenance.
• Operational Conditions: The Client must keep the system in operating condition to
avoid avoidable breakdowns.
7. Pricing and Payment Terms
• Service Fees: Parts, components, travel, and lodging will be billed at prevailing professional services rates, unless otherwise covered under warranty.
• Payment Schedule: Cash In Advance (CIA).
This Service Level Agreement (SLA) outlines the support and maintenance services provided by Sizelabs for the Barcode Reading sensor and the Reject Station conveyor series. The purpose of this agreement is to define the level of support and expectations for service.
2. Scope of Services
• Support Coverage: Support will be provided upon request.
• Service Hours: 8:30 AM - 5:00 PM EST.
• Preventative Maintenance: Available upon request.
• Response Time:
• Critical issues: Response within 1 hour.
• Non-critical issues: Response within 4 hours.
The support service includes troubleshooting, emergency repairs, software updates, and parts replacement, as needed.
3. Support Channels
• Communication Methods:
• Email: support@sizelabs.com
• Phone: 575-921-1075
4. Service Maintenance and Emergency Repairs
• Maintenance Schedules: Available upon request.
a. Emergency Repairs:
• Emergency repairs are provided by third-party service providers, not directly by Sizelabs.
• However, Sizelabs will train the chosen service provider to ensure proper servicing protocols.
• The third-party service provider will bill the Client directly for emergency repairs.
b. Preliminary Replacement Parts List:
Sizelabs will share a recommended list of replacement parts so that the Client can maintain critical components in stock to minimize downtime.
c. Replacement Part Stock:
Sizelabs will keep a replacement part in stock for every component of the system. If a Client facility requires a replacement, Sizelabs will ship the necessary part immediately to any location that needs it through Next Business Day Shipping.
d. Maintenance & Instructional Materials:
• Sizelabs will prepare detailed videos and instructions on routine maintenance and part
replacement procedures.
• These materials will be accessible to the Client to ensure proper handling and servicing of the conveyor system.
5. Exclusions
• This agreement does not cover damage caused by misuse, negligence, or unauthorized
modifications of the conveyor system.
6. Responsibilities of the Customer
• Access to Site: The Client is responsible for providing access to the system and ensuring
availability for maintenance.
• Operational Conditions: The Client must keep the system in operating condition to
avoid avoidable breakdowns.
7. Pricing and Payment Terms
• Service Fees: Parts, components, travel, and lodging will be billed at prevailing professional services rates, unless otherwise covered under warranty.
• Payment Schedule: Cash In Advance (CIA).
