Services of Infinity

Services of Infinity are realized through the Infinity´s structures and include:

Guarantee Service

Guarantee usually relates to all the defects of material and electronics and all the manufacturing defects of device in period of guarantee beginning with date of device purchase, which is mentioned on a purchase document. A serial number is a single valued identifier which is usually filed in case of functional units and it is also mentioned on a purchase document.

Other devices which are not filed according to serial numbers are identified according to a number of product and purchase document.

Guarantee services do not include

Commodities whose defects are caused by a simple wearing off, defects caused by operating device off the operating parameters, defects caused by usage of incompatible parts, reparations and modifications carried out by non-authorised persons, software including programs pre-installed on devices, except defects in software which occurred on the new device just after the first start.

After-guarantee and extra-guarantee service

Service centres provide a complete after-guarantee service for devices delivered by Infinity with a standard time for reparation, i.e. 5-10 workdays. Except these after-guarantee reparations we also provide extra-guarantee service (i.e. for devices which are not delivered by Infinity) for selected types of devices. This total service is commonly provided in our service centres as soon as the defective device is delivered by a customer and involves:

• all branded devices 
• peripherals
• monitors of all types
• backup sources

Service based on a service contract

We offer all the customers, who require a service exceeding the standard conditions of a guarantee and
after-guarantee services, a contract tending to satisfy specific demands on response time, service place, maintenance of techniques etc. Via service contracts we offer the following services:

• guarantee, after-guarantee and extra-guarantee IT service
• brief response time and service time
• service at a customer´s
• error reporting off working hours
• nonstop service emergency

The response time stands for a maximum time from error reporting to a start of a solution by a service technician – 2-4 hours. The repair time is a maximum time from error reporting up to a problem solution by a service technician – it usually ranges from 4, 6, 8, 12, 24, 48 to 72 hours or depends on a contract specification.

A service is divided in two time periods. Basic time coverage :daily from 7.00am to 6.00pm, from Monday to Friday. Extended time coverage: any time extending basic time coverage up to nonstop coverage 24 hours a day and 7 days a week.

Maintenance

• system maintenance of Microsoft operation systems
• system maintenance of Microsoft applications
• system maintenance of network OS Microsoft, Novell and Linux
• maintenance and administration of LAN and WAN, regular server diagnostics, maintenance of active LAN and WAN components, data transmission optimization, cable distribution maintenance, distant LAN and WAN administration, communication monitoring, optimization of transmission routes, monitoring of network load, monitoring of HW conditions, distant OS administration
• antivirus checkup, virus removal and data recovery
• IT and peripheral prophylaxes
• Basic tuition of IT users

IT and software maintenance are usually carried out in defined intervals for a period given in advance. In this time non-urgent service operations are carried out at the same time. In case of a distant supervision of the network condition, hardware and software, supervision service is held during the whole time of a basic and eventually extended coverage.