Support

Support:         Network Issues:  There are currently no known issues.

If you have any connectivity issues (no or slow internet or SL3 phone issues) please report this by emailing our support desk on support@smartlinx3.nz or please call 04 939 1444 and hit 2 for support.    If you can call without your phone number blocked (anonymous/private number) it will make it a lot easier for us to call you back in a timely fashion.

In your message please state the problem, if an internet speed issue, please try both wired and wireless, as sometimes other wifi units can interfere with yours, causing a slower service.

Our standard hours of service are 8am to 5pm Monday to Friday, excluding public holidays.

We monitor our network electronically, and will fix network related issues, whether during office hours or out of hours, behind the scenes, where possible, so don’t be discouraged if we don’t answer the phone, as we will most likely be working on the issue, as we generally are alerted to an issue before the customers notice any affect.

However where there is a site related fault, and the fault is not related to our network, there will be a call out charge to fix the defect.

If you wish to have extended SLA’s to over on site or out of office hours service, contact us on support@smartlinx3.nz or phone 04 939 1444 option 2 to discuss.

Please note: any equipment on site is deemed to be out of our network (even if owned by Smartlinx 3 but provided as part of the service) as we cannot control the power, temperature nor security from tampering with the device/s.

Warranty:

Smartlinx 3 offers a 12 Month Return to Depot Warranty on all new product sold. No other warranty is expressed or implied unless in writing from Smartlinx 3 Limited.

Product Warranty DOES NOT cover:

In these Customer Terms we use the terms:

  • Defects caused by incorrect installation or improper installation;
  • Mounting or installing the product in an area where it may subject to adverse temperatures or weather conditions;
  • Physical damage to the product;
  • Issues caused by Power Fluctuation, or frequent turning on or off of a device, or use of an improper PSU;
  • Correcting the installation or settings of the product;
  • Where a device has been reset/restored to factory default settings;
  • Instructing you how to use the product.

Suspected faulty equipment must be returned to be repaired or replaced as determined by the manufacturer. It is the resellers responsibility to carry stock to facilitate forward replacements. This policy is in place as the majority of product returned as faulty turns out to be misconfigured or in need of a simple software reload.

Repair rates:

Call out for repair during office hours, and an onsite fault is found, our Standard call out $75.00 per hour plus mileage to and from site charges at $0.52 per kilometre

If a Senior engineer is required for remote support, $135 per hour. Onsite support, $200 call out fee plus $135 per hour.

Call out for repair outside office hours, and an onsite fault is found, our Standard call out $100.00 per hour plus mileage to and from site charges at $0.52 per kilometre

If a Senior engineer is required for remote support, $200 per hour. Onsite support, $400 call out fee plus $200 per hour.