Implementation and Support

Implementation and support services range from delivery & installation to warranty/out-of-warranty repairs, technical support and maintenance of all systems and solutions proposed by Harel MallacBureautique.

Facilities and services available to customers:

Service Centre

Our repair centre is a fully equipped service centre and is strategically located within the Harel Mallac complex at Pailles, whereby reception and parking facilities are available to customers.
Services include workshop repairs of in-warranty and post-warranty equipment, as well as technical support via our Helpdesk and on-site technical interventions.
Our team of trained and experienced technicians shall indulge to complete repairs within the minimum delay and in line with the terms and conditions of service level agreements or maintenance contracts.

Maintenance and service contracts

Flexible and customisable contracts are available to customers, so as to cater for the varying requirements and service levels of every customer, depending on the criticality of equipment/systems being operated.

Hardware maintenance contracts are either Full Cover (spare parts, labour, transport) or Half Cover (labour and transport only). Hardware maintenance include preventive maintenance, a defined response time for technical intervention and can also cater for replacement of faulty equipment by a temporary replacement unit until faulty equipment is repaired.

On XEROX equipment, FSMA’s (Full Service Maintenance Agreement) can be contracted by customers, and may include additionally consumables.

Service Level Agreements (SLA’s) apply for technical support services to be provided within a defined guaranteed response time. Technical support services include logging of customer requests, telephonic support via our Helpdesk and on-site technical interventions for troubleshooting and problem resolution. SLA’s may extend over normal working hours to cater up to 24/7 service coverage.
SLA’s are normally coupled with hardware maintenance, but may also be contracted independently of whether customer has a hardware maintenance agreement.

Sales of consumables

Over the counter sales of consumables is available at our Service Centre at Pailles.

Customers may address orders for consumables via:

(a) Phone
(b) Fax
(c) Email
(d) Walk-in

All deliveries are performed at our Service Centre.
Deliveries may be done at customer designated locations upon request, in which case a transport charge will apply.

Short term rentals

Rental of equipment/systems is available on short term basis, against a rental charge.
Typical needs are for one-off events or for cases whereby customers do not have a hardware maintenance agreement and require immediate use of a temporary replacement equipment, while faulty equipment is being repaired.
Delivery, installation and technical support are inclusive of the rental charges applied, during the rental period.