Technical Support Terms
1. Telephone Support and Technical Assistance
CampoBravo E.A.S. provides technical telephone support to assist customers with questions related to the operation, basic troubleshooting, and safe use of CampoBravo equipment.
Telephone support is intended to help customers identify possible causes of technical issues and determine appropriate next steps.
CampoBravo E.A.S. will make reasonable efforts to provide assistance; however, telephone support does not guarantee that a problem can be diagnosed or resolved remotely. The complexity of the issue, machine condition, previous repairs, customer modifications, operating conditions, and availability of technical information or spare parts may affect the ability to identify or resolve a problem.
Telephone support availability does not constitute a guarantee of immediate response or uninterrupted availability. Temporary interruptions may occur due to technical problems, network failures, high service demand, maintenance, or other circumstances beyond the reasonable control of CampoBravo E.A.S.
2. Free Warranty-Related Support
During the applicable warranty period, CampoBravo E.A.S. may provide reasonable telephone assistance related to warranty claims and initial technical diagnosis.
This initial assistance is intended to determine the nature of the reported issue and does not include unlimited technical consulting, operator training, troubleshooting of customer modifications, or extensive diagnostic work without additional charges.
3. Chargeable Technical Support and Services
The following services are considered chargeable services unless otherwise agreed in writing:
- Detailed technical diagnosis
- Extended troubleshooting
- Operator assistance or training
- Service visits at the customer’s location
- Repairs and maintenance work
- Assistance with non-warranty issues
- Troubleshooting caused by improper use, lack of maintenance, unauthorized modifications, or external causes
By requesting or accepting chargeable technical support or field service, the customer acknowledges and accepts the applicable Technical Support & Field Service Policy.
4. Service Rates
Unless otherwise agreed in writing, CampoBravo E.A.S. applies the following service rates:
Standard service rate:
200,000 PYG per working hour
Overtime:
Working time exceeding 8 hours per day will be charged at 120% of the standard hourly rate.
Night work:
Work performed between 22:00 and 06:00 will be charged at 150% of the standard hourly rate.
Weekend work:
Services performed on Saturdays or Sundays will be charged at 200% of the standard hourly rate.
5. Travel Time and Travel Expenses
Travel time required to provide on-site service is chargeable at 100% of the standard hourly service rate.
Additional travel expenses will be charged separately.
Vehicle travel:
1,750 PYG per kilometer
The kilometer charge applies in addition to the charge for travel time.
6. Maximum Daily Working Time
For safety reasons and to maintain service quality, the maximum working time per technician shall normally not exceed 12 hours per day.
If additional work is required, CampoBravo E.A.S. may continue the service on the following working day unless otherwise agreed.
7. No Guarantee of Successful Repair
CampoBravo E.A.S. will make reasonable efforts to diagnose and resolve technical problems.
However, telephone support, remote assistance, or on-site service does not guarantee that the reported issue will be successfully identified or repaired.
Some failures may require additional diagnosis, replacement parts, specialist assistance, or further service work.
8. Customer Responsibilities
Customers are responsible for providing accurate information regarding:
- machine model and serial number
- operating conditions
- previous repairs or modifications
- observed symptoms or failures
The customer must provide reasonable access to the equipment when on-site service is requested.
9. Changes to Service Rates
CampoBravo E.A.S. reserves the right to update service rates and conditions. The applicable rates shall be those valid at the time the service is requested or accepted.
10. Acceptance of Technical Support Terms
By requesting or using CampoBravo E.A.S. telephone support, remote assistance, or field service, the customer acknowledges and agrees to the applicable Technical Support & Field Service Policy in effect at the time the service is provided.