Service Level Agreement (SLA)
Sinefa operates a 24 hour, 7 day a week support desk to ensure our client’s needs are being met. When a ticket is opened in our support management system, a priority is set by our support representatives with corresponding SLA response times. Read more details about our SLA.
All Sinefa products are covered by Sinefa's warranty. For returns of hardware probes via the warranty service, you must first Log a Ticket and receive a Return Merchandise Authorisation (RMA) number from Sinefa's support desk. At this point Sinefa will send you the warranty ship to address. You are responsible for freight costs to Sinefa and Sinefa will cover freight costs back to your location. Read full warranty details.
Full details of the Warranty are available here.
Hardware maintenance service
Sinefa offers a Next Business Day ship out service for Hardware Probes. Details are available via Sinefa's sales team or applicable Sinefa Partner. Hardware Maintenance Services require the user to Log a Ticket with Sinefa, and once the hardware fault has been verified in writing by a Sinefa support agent, a replacement probe is immediately dispatched to the address supplied by the customer. The customer must send back the faulty probe within 7 days of receipt of the replacement probe.
Read more about the Hardware Replacement Program and RMA Process.
Some of our customers like to have their own hot spare probes, which is a Sinefa probe with no active subscription.
These 'unsubscribed' probes allow immediate replacement in the case of failure. The failed probe can then be returned at your convenience.
Sinefa hardware probes are designed with a physical bypass (fail-to-wire) mechanism which ensures the network does not fail even in the unlikely case where the Sinefa probe fails.