PRODUCTS AND SERVICES  Warranty | Service | Maintenance

• warranty period
• warranty and post-warranty maintenance conditions
• service response time
• contact

WARRANTY PERIOD

The PTC SECURITY SYSTEMS company provides our Customers with professionalism and the highest level of services coupled with comprehensive solutions and the supply of equipment, including professional warranty and post-warranty service and maintenance. The warranty period for services and products offered by PTC SECURITY SYSTEMS is 24 months.

WARRANTY AND POST-WARRANTY MAINTENANCE CONDITIONS

Certain biometric fingerprint readers, series BIOFINGER-T&A and BIOFINGER-AC have got a built-in optical silicone module [ZKS] which requires periodic maintenance and replacement.

The PTC SECURITY SYSTEMS company uses optical silicone modules [ZKS] due to the best efficiency and performance of biometric fingerprint readers (correct finger reading), which is linked to a significant reduction of problems related to unclear fingerprint image.

[1] FREE OF CHARGE WARRANTY SERVICE (optical silicone module replacement in the PTC SECURITY SYSTEMS company headquarters or local branches)

• direct delivery of a biometric reader by a courier service to the location of PTC SECURITY SYSTEMS : charge covered by the Customer
• free of charge replacement of the optical silicone module in the PTC SECURITY SYSTEMS company (up to 2 business days from the date of delivery)
• direct delivery of the replaced biometric terminal to the Customer by a courier service: charge covered by the Customer

[2] PAID WARRANTY SERVICE (optical silicone module replacement in Customer location)

• service response time of the PTC SECURITY SYSTEMS company is estimated from the date of receipt of notification in the form of phone call, fax or e-mail on a business day (Monday-Friday, 08.00 AM - 04.00 PM)
• charge for travel expenses (to the Customer’s location) incurred by a PTC SECURITY SYSTEMS’ service technician (cost according to the current rate)
• an optical silicone module [ZKS] costs 15,00 EUR Net
• service : replacement of the optical silicone module costs 40,00 EUR Net

[3] PAID POST-WARRANTY SERVICE (optical silicone module replacement in the PTC SECURITY SYSTEMS company headquarters or local branches)

• direct delivery of a biometric reader by a courier service to the location of PTC SECURITY SYSTEMS : charge covered by the Customer
• an optical silicone module [ZKS] costs 15,00 EUR Net
• service : replacement of the optical silicone module costs 40,00 EUR Net
• direct delivery of the replaced biometric terminal to the Customer by a courier service: charge covered by the Customer

[4] PAID POST-WARRANTY SERVICE (optical silicone module replacement in Customer location)

• service response time of the PTC SECURITY SYSTEMS company is estimated from the date of receipt of notification in the form of phone call, fax or e-mail on a business day (Monday-Friday, 08.00 AM - 04.00 PM)
• charge for travel expenses (to the Customer’s location) incurred by a PTC SECURITY SYSTEMS’ service technician (cost according to the current rate)
• an optical silicone module [ZKS] costs 15,00 EUR Net
• service : replacement of the optical silicone module costs 40,00 EUR Net

Maintenance of an optical silicone module [ZKS] depends on the number of users of BIOFINGER-AC/T&A system, the number of registered T&A statuses (1,2,4 or 6) and the intensity of the usage of the optical silicone module (placing fingers on the module).

BIOFINGER-T&A system example:

• 100 users : 1 terminal BIOFINGER-T&A, 1 T&A status registered : suggested time of maintenance after a period of approximately 1.5 years of use or earlier
• 100 users : 1 terminal BIOFINGER-T&A, 6 T&A statuses registered : suggested time of maintenance after a period of approximately 1 year of use or earlier
• 500 users : 1 terminal BIOFINGER-T&A, 2 T&A statuses registered : suggested time of maintenance after a period of approximately 0.5 year of use or earlier

BIOFINGER-AC system example:

• 100 users : 1 terminal BIOFINGER-AC, suggested time of maintenance after a period of approximately 1.5 years of use or earlier

After the suggested period of maintenance, an optical silicone module [ZKS] will slowly cloud, blur. Biometric system BIOFINGER-T&A or BIOFINGER-AC will continue to work correctly but some users may have problems with correct authorization of their digital fingerprint images.

SERVICE RESPONSE TIME

BIOMETRICS : BIOFINGER-AC/T&A, BIOFACE-AC/T&A, RFID-AC/T&A

Response time of the PTC SECURITY SYSTEMS company’s qualified service technician to provide assistance to our Customers and to remove the problem is:

• 72 hours from the date of receipt of notification in the form of phone call, fax or e-mail on the business day (Monday-Friday, 08.00 AM - 04.00 PM) : PTC SECURITY SYSTEMS service technician’s arrival to the Customer’s location
• 48 hours from the date of receipt of notification in the form of phone call, fax or e-mail on the business day (Monday-Friday, 08.00 AM - 04.00 PM) : courier service delivery to the Customer location

CONTACT

Please feel free to direct any questions and comments to our PTC SECURITY SYSTEMS team.