01. WhatsApp Support Services
Availability: Up to 5 interactions per month. Unlimited interactions are permitted in cases of machine failures.
Scope: Support includes the exchange of text messages, images, and videos. Voice calls are permissible only when initiated by WAVE.
Response Time: Efforts will be made to respond promptly, typically within 1 hour, with a maximum delay of 24 hours. The average response time in 2023 was approximately 25 minutes.
Languages Supported: English and German.
02. Parts Support
Faulty Parts Replacement: Provided free of charge for parts that fail without user interaction.
Cooling System Repairs: Limited to materials provided by WAVE and a maximum of $1,000 USD for labor per incident. Replacements are offered only for production-related issues.
Pump Issues: Limited to one replacement pump in the event of complete failure or repair costs up to $20 USD/m³ of capacity for refurbished pumps. Exclusions apply for misuse, such as running unattended without freezing or chambers filled with water.
New Pumps: Subject to the manufacturer’s warranty. WAVE covers transport costs up to $500 USD.
Electronic System Components: Replacement is limited to the exchange of faulty components and up to $500 USD for external technician services if a WAVE technician visit is not feasible.
Repair Policy: All repairs are conducted on a best-effort basis. Operators may be requested to assist with simple repairs. For specialized repairs, WAVE will arrange for a local service provider or dispatch a WAVE technician.
03. On-Site Support
Technician Deployment: In necessary cases, a WAVE technician from California, India, Austria, Denmark, or Spain will be dispatched to your location. Please allow up to one month for organization and spare parts procurement. The average arrival time in 2023 was 8 days.
Site Requirements: Proper electricity, full access to the machine, and a safe working environment are required. The machine must be accessible from all sides. For soldering work, fire warning systems should be deactivated. Compliance with local legal requirements for cooling and electrical system work is mandatory.
Contact: [email protected]
Address: Stiegengasse 11, 1060 Vienna, Austria.
Tax Identification: ATU76131758
Economic Operators Registration and Identification (EORI): ATEOS1000109135
Company Registration Number: FN544278i
This agreement is subject to the laws and regulations of Austria and is designed to ensure the highest level of service and support for our clients. For any further inquiries or clarifications, please contact WAVE Trockensysteme GmbH at the provided contact details.