Frequently Asked Questions

1. Do you offer any electronic links, for example EDI or Internet, so we can view the progress of a repair ?
2. If an item is likely to slip it's expected ETA, how would you report this, so that the customer need not chase?.
3. How do you track items within your repair facility?
4. Should items become beyond economic repair, do you have a disposal route for this product?. If yes, is the disposal environmentally safe ?
5. Do you offer an emergency repair service where certain items when advised by customer can be dealt with as urgent and turned around within a shorter time frame ? If so, please explain fully how this works and what constraints there are when utilising this service.
6. Do you sub-contract any repairs to other companies ? If so, under what circumstances and to whom ?
7. Under what circumstances would a repair fall outside of its normal fixed repair price ? How would this be communicated to the customer ?
8. What quantity of spares do you hold and what is the value of your spares stock holding ?
9. Do you have any Manufacturers accreditation's, which allow you to process warranty or claim warranty against them, on product that you accept for repair ? If yes, which Manufacturers ? Would we be able to utilise this service via you ?
10. Customers will want to agree penalties where the repairer fails to meet agreed yield rates, turnaround or quality of repair. Please confirm your acceptance of this principal
11. Should a problem arise with the quality of repair, what escalation routes are available to the customer?
12. It is our intention to ensure that your QA process is adhered to, to that end The customer requires the right to audit your processes, utilising an audit team provided by us, please confirm your acceptance of this procedure.
13. It will be the customers policy to review performance with suppliers regularly, please advise your acceptance of this policy.
14. Do you offer any other value-added services, which would benefit the customer? This need not be only in the repair field
15. The customer audits its stock holdings on a quarterly basis, it is a requirement that you cooperate and provide any information required by the audit team, in a timely manner, please confirm your acceptance.
16. Unless otherwise specified at the time of repair, it is a requirement that any Hard Drive or system containing a Hard Drive is formatted using Norton Utilities Wipedisk with the Government Switch Option.

Answers

1. We are currently working on a Internet viewing platform for customers. If you currently have a working system, we could envisage working to your guidelines. [Back to top]
    
2. If an item is not going to meet it's SLA, then we inform the customer when we know of the situation. This is in an agreed format with the customer. Eg Fax. [Back to top]
    
3. Our database tracks all items in our facility. There is no manual system in the programme to change the tracking system. This allows us to track from goods in to goods out [Back to top]
4. We do have disposal routes for these products. Any item in this category is agreed with the customer as part of the contract terms. [Back to top]
   
5. We can and do offer this service. All requests are carried out with the agreed paperwork being handled first. This can be faxed or sent electronically if this enables a quicker response. [Back to top]
   
6. We do offer a service whereby we can service or repair or offer a full logistics service for all products. This would involve using other partners to carry some of these functions. In all circumstances DataDay would inform the customer before using any external company. DataDay would still be the focal point for all communication and accept management responsibilities for this part of the contract. [Back to top]
   
7. Any item that both parties agree to be "non conformist" will fall into this category. This will be escalated by return to the relevant department in your organisation. This is usually by Fax or telephone in the first instance. [Back to top]
   
8. We hold sufficient stock to enable our company to perform its agreed repair values. We repair a wide range of products which to handle flexibility s our stock handling system uses a JIT method of control. [Back to top]
   
9. As we repair down to component level, we do not have any accreditation's. We are currently looking at the OEM warranty aspects of repair for our customer base. [Back to top]
   
10. At this stage we agree in principal to this, however we would want to see the customers ideas subject to acceptance.. [Back to top]
    
11. Primary - General Manager, Secondary - Technical Manager, Major - MD. [Back to top]
    
12. We confirm our acceptance of this. [Back to top]
    
13. We confirm our acceptance of this. [Back to top]
    
14. We offer a variety of services from PC installations, networking and software related issues. We offer a call management virtual office to control your engineers, regions and spares. We would also like to become involved in your BER stock.
    [Back to top]
    
15. We confirm our acceptance of this.
    [Back to top]
    
16. We confirm our acceptance of this. [Back to top]
    

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