CJPL Standard Services
We at CJPL understand the importance of equipment uptime and business continuity. Hence, CJPL provides zero cost maintenance services to all its IT equipment under rental agreement.
This document describes CJPL Standard Services scope at Serviceable and Non -Serviceable Locations.
CJPL Responsibility at Serviceable Locations (Delhi/NCR, Mumbai, Bangalore, Chennai, Hyderabad, Mohali)
- CJPL Helpdesk Service is available 8 hours per day, 5 days per week to assist with equipment use and troubleshooting issues. CJPL will respond within Two (2) hour for all calls received during Standard Business Hours. For calls received after Standard Business Hours, CJPL will respond latest by next Business Day.
- CJPL would provide incident acknowledgement number for all the raised Service Complaint via email.
- CJPL would assign remote support engineer to understand the issue and if problem cannot be resolved via remote support. CJPL would depute onsite engineer for further troubleshooting.
- CJPL onsite engineer would validate the physical condition of equipment for any physical/liquid damage, before raising service part/spare/equipment request to helpdesk.
- CJPL would arrange and ship advance replacement part/spare/equipment along with onsite engineer as per standard SLA of 8x5xNBD.
- CJPL onsite engineer would collect the defective unit at the same time post providing the replacement or maximum within 3 days in case of DATA needs to be recovered by customer through its own arrangement.
- CJPL engineer would submit the service report to customer
Additional CJPL Responsibility at Non-Serviceable Locations
Raise service incident request from authorized email ID at helpdesk@cjpl.in between 10:00 am to 5:00 pm Mon-Fri.
- Provide sufficient access to CJPL remote support team through video Call, Internet etc so that problems may be diagnosed and, where possible, corrected remotely. Customer has to ensure reasonable hands and feet support for running diagnosis and replacement
- Ensure complete Back-up software images and data on regular basis.
- On receiving the replacement part/spare/equipment, Customer is required to return the defective unit back to CJPL engineer, at the same time or within 3 days.
- In case of any chargeable services customer should provide immediate approval.
Customer Responsibility at Serviceable Locations
Raise service incident request from authorized email ID at helpdesk@cjpl.in between 10:00 am to 5:00 pm Mon-Fri.
- Provide sufficient access to CJPL remote support team through video Call, Internet etc so that problems may be diagnosed and, where possible, corrected remotely. Customer has to ensure reasonable hands and feet support for running diagnosis and replacement
- Ensure complete Back-up software images and data on regular basis.
- On receiving the replacement part/spare/equipment, Customer is required to return the defective unit back to CJPL engineer, at the same time or within 3 days.
- In case of any chargeable services customer should provide immediate approval.
Exclusions
CJPL is not responsible for damage that occurs as a result of your failure to follow the instructions intended for the Hardware Product. CJPL standard and Advance replacement services does not apply in following conditions:-
Provide any specific brand/make/model/condition/age of equipment etc.
- In case of force-majeure conditions preventing CJPL /its authorized partners to provide services.
- If customer/end user choose not to deploy available remote support capabilities or in case of incomplete details received while raising service tickets.
- If previous material is not returned by Customer within specified timelines.
- In case of unresolved disputes/ damages and delayed/no support from customer for closure within specified timelines.
Commercial Implication for non-fulfilment of Customer responsibilities
Following commercials implications may be applicable in case of breach by customer for its responsibilities.
This list is indicative and not exhaustive:
Responsibility Description
- Failure to provide minimum information while raising incident request
- Failure to provide timely approval for Chargeable Services
- Failure to provide minimum information while returning defective unit
- Failure to return the defective unit within specified timelines
Implication
- May results in delay of providing Services
- May results in delay of providing Services and CJPL may bill for any consequential losses to CJPL
- May results in CJPL billing you for delay and any damage unit received at CJPL warehouse
- May results in CJPL billing you for the replacement unit and may impact future ASR Services
De‑installation Guidelines
- For de‑installation at Delhi, Gurgaon, Noida, Mohali, Mumbai, Bengaluru, Hyderabad, Chennai and Pune, the customer must provide notice at least 2 days prior to the contract end date. Any delay beyond the end date will incur per‑day charges.
- For de‑installation at non‑CJPL locations, the customer must provide notice at least 7 days prior to the contract end date. Any delay beyond the end date will incur per‑day charges.
- For de‑installation at non‑CJPL remote locations, the customer must provide notice at least 12 days prior to the contract end date. Any delay beyond the end date will incur per‑day charges.
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