Operational Maintenance (MCO)

Collaborative tools are provided to ensure optimal communication, reducing response times and improving the ability to meet needs. The basic tools are telephone, email, and Teams, complemented by more advanced tools that enhance performance.

QMT provides the TeamViewer tool for remote maintenance. QMT adapts to any tool requested by the client.

qmt provides a secure server located in Switzerland for sharing data

An annual intervention is carried out by QMT in order to perform the following actions:

• Backup and archiving of settings at qmt
• Disk image creation with backup at qmt
• General functional check
• Calibration not certified (identical to the project)
• Maintenance report

As part of a continuous maintenance contract subscription from the delivery date, QMT offers QMT software updates upon customer request. In case of incompatibility with the delivered components, QMT will guide the customer through the various available solutions.

To secure your system, qmt guarantees the archiving of all technical data:

• The technical file will be archived in a secure location.
• Archiving the software code on a secure server and in a bank vault

To guarantee the longevity of your system, qmt provides monitoring of the components integrated into the delivered equipment:

• Information regarding the end-of-life of a component
• Proposed alternative in case of anticipated end of life

Assistance and support encompasses all services performed at QMT's premises to answer questions, help with troubleshooting, and configure the system. This is the first level of support, corresponding to time-limited interventions.

All formal requests requiring actions followed over time (not feasible within the current day) and/or on-site intervention are excluded from assistance & support, and will therefore be billed separately according to the rates defined under §3.

QMT offers a remote maintenance service, meaning the ability to remotely view the software's user interface and take control of it to resolve any problems and train operators. Remote maintenance is offered using the TeamViewer application if the system is connected to the internet (HTTP).

qmt will implement all necessary measures to ensure the expected service is provided. Response times are defined as follows.

• qmt processes the request within the same day, within the limits of the company's opening hours (Monday to Friday from 9:00 a.m. to 5:00 p.m. excluding public holidays).
• qmt intervenes within 48 or 72 hours depending on the type of contract.

For improved responsiveness and performance, QMT offers individual, privileged, and secure access to its online system (incidents, improvement suggestions, etc.). This platform provides a direct link between users and the QMT development teams. It allows our clients to be instantly informed of the status of submitted tickets.

The parts are covered during the warranty period subject to normal use and as recommended by qmt.

QMT aims to stock as many parts as possible for the main functions of its hardware platform. However, given the very wide variety, we cannot guarantee immediate availability.

qmt will do everything possible through its network of partners to reduce the supply time.

A list of sensitive parts is provided upon delivery of the systems (Value and lead time).

The supply of spare parts from the qmt partner network will only take place after the customer has agreed on the pricing conditions and supply times.

QMT is obligated to adhere to the delivery deadline. In the event of a delivery delay, the customer is generally not entitled to compensation for damages caused by this delay.

The statutory 12-month warranty is extended by an additional 12 months, for a total of 24 months after the date of delivery of the equipment.