This page presents the GEESYS Service Level Agreement for after-sale service, warranty support, repair lead time, escalation process, exclusions, and service terms as released in the source document.
1. Purpose
The purpose of an SLA is to define measurable metrics and responsibilities between GTIPL and the client for service delivery.
2. Scope
Products: Servo Voltage Stabilizer, UPS, Inverter, APC, AWLC, AVS, LT Panels, Motor Starter, APFC Panel, Solar DB, Earthing Electrode, Lightning Arrester.
Services: Repair and maintenance of supplied products.
3. Definitions
| Term | Description |
|---|
| SLA | Contract defining service expectations. |
| Repair | Restore product functionality. |
| Rework | Make product conform to requirements. |
| Replacement | Replace faulty component. |
| Warranty | Coverage against manufacturing defects. |
4. Responsibilities
| Role | Responsibility |
|---|
| GTIPL | Manufacture and service support. |
| Customer | Provide details and access. |
| Service Engineer | Repair, troubleshooting, and reporting. |
5. Response Time
| Severity | Description | Response |
|---|
| Critical | System failure. | 6 hours |
| Major | Performance impact. | 8 hours |
| Minor | Low impact. | 24 hours |
6. Service Availability
| Service | Chennai | Other States |
|---|
| On-site | Monday to Saturday, 9AM-6PM | Monday to Friday, 9AM-6PM |
7. Warranty
| Product | Warranty |
|---|
| Solar DB | 1 Year |
| Servo Stabilizer | 1 Year |
| UPS | 1 Year |
8. Defect & Return Policy
- Free repair or replacement for defects.
- Return within 15 days.
- Replacement within 6 business days.
9. Billing Terms
| Condition | Spare Charges | Service |
|---|
| Warranty | Free | Free |
| Out of Warranty | Chargeable | Chargeable |
10. Installation & Commissioning
Installation to be done by client as per manual. Virtual support will be provided when required.
11. Service Support
- On-site service.
- Factory repair.
- Virtual support.
12. Escalation Matrix
| Role | Contact |
|---|
| Service Coordinator | +91-9962512354 |
| Service Engineer | +91-9087112354 |
| Operations Manager | +91-9962312354 |
| Managing Director | +91-9710412354 |
13. Penalties
If GEESYS fails SLA timelines, customer may claim refund or compensation.
14. Exclusions
- Customer misuse.
- Natural disasters.
- Out-of-warranty without AMC.
15. Confidentiality
All shared information will remain confidential.
16. Termination
Agreement can be terminated with 30 days notice.
17. Governing Law
Governed by Indian law, jurisdiction Chennai.
18. Revision History
| Version | Date | Description |
|---|
| 00 | 04-05-2022 | Initial Release |
| 01 | 25-09-2024 | Updated Terms |
