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Service definitions

Service definitions for NIMMSTA Process Solution

The service definitions are specified in the Productivity Cloud under “Information” in the sidebar, within “NIMMSTA PROCESS SOLUTION”, on the “TERMS & CONDITIONS” page.

Link to the service definitions

The service definitions are described in section "6. Maintenance and Support", starting on page 13.

Service definitions for Care / FullCare / Repair

The following service terms apply to "Care / FullCare / Repair".

Smart Watch warranty

  • Standard period of 12 months
  • Can be extended to 36 or 60 months
  • A refurbished device is supplied - details in the Device exchange process section
  • Linked to the serial number
  • Must be ordered together with the device
  • Does not cover damage of any kind
  • Consumables are excluded
  • Battery is excluded - the standard battery warranty is defined elsewhere in this chapter
  • The period starts 21 days (3 weeks) after the delivery date

Full Care

  • Covers all damage except fire, water, theft, vandalism and natural disasters
  • 3 years for Full Care
  • 5 years for Full Care +
  • Live Support during our service availability hours
  • A refurbished device is supplied - details in the Device exchange process section
  • Linked to the serial number
  • Must be ordered together with the device
  • Consumables are excluded
  • Battery is excluded - the standard battery warranty is defined elsewhere in this chapter
  • The period starts 21 days (3 weeks) after the delivery date

Repair

  • Covers all damage except the mainboard and scan engine.
  • If the mainboard or scan engine is damaged, the customer is informed. The customer can choose to have the device returned for a fee of 40€ (within Germany) or have it disposed of by us.

“Warranty”, “Full Care” and “Repair” are void in the event of:

  • Intentional or willful damage / vandalism
  • Opening the device

Standard battery warranty:

→ Remaining capacity >80% for

  • 12 months or
  • 500 full charging cycles

whichever occurs first.

→ if a battery has <80% capacity and is 11 months old but has undergone >500 full charging cycles = no warranty
→ if a battery has >80% capacity = no warranty
→ if a battery has <80% capacity, is 6 months old and has undergone <500 full charging cycles = warranty

Device exchange process

  • Cases can only be reported through the NIMMSTA NCS portal.
  • NIMMSTA will respond to an NCS case within 8 working hours during service availability hours.
  • NIMMSTA will dispatch a refurbished replacement device within 5 working days or less after the case has been reported and approved.
    • If a case clearly violates these terms (fire, water, theft, vandalism, natural disasters, intentional or willful damage, opening the device), NIMMSTA is not obliged to send a replacement. If a replacement device is supplied, NIMMSTA will invoice the replaced device. The old device will be disposed of.
    • If a case can be resolved without sending a replacement device, NIMMSTA will guide the reporting person through the device reset procedure, and no replacement device will be sent.
    • If a new device is sent instead of a refurbished one, this does not establish a right to a new device for a subsequent case.
    • If the damaged device is not received at the NIMMSTA facility within 15 working days after dispatch of a replacement device, NIMMSTA will invoice the replaced device.
      • The receipt date is the delivery date at our facility documented by the carrier.
      • Exchanging a device does not affect the warranty start date of the originally purchased device.
Austauschverfahren
Device exchange procedure

Service terms

Devices must be returned to NIMMSTA without accessories, in particular

  • Triggerpad
  • Smartpad
  • Clippad

If any of these Pads are sent to NIMMSTA, the customer can choose to have them returned for a fee of 40€ (within Germany) or have them disposed of by us.

The screen protector must be purchased again.