Service Level Agreements

     

    Product purchasing advice You can contact eneo for support either by calling +49 (0) 6074 888-400 (free of charge) or sending an email to support@eneo-security.com. You can also contact the technical advising team at VIDEOR (beratung@videor.com) for advice or you can use the product filter on the VIDEOR website.
    Provision of samples Yes, subject to the respective product sample’s availability
    Aftersales support We kindly ask you to contact us through the following channels to help us process and solve your technical enquiry as quickly as possible:
    • For support from eneo directly, please call +49 (0) 6074 888-400 (free of charge) or send an email to support@eneo-security.com.
    • Use the Quicksupport tool
    • For support from the technical advising team at VIDEOR, please call +49 (0) 6074-888-111 or send an email to beratung@videor.com
    Warranty period We give a three-year warranty on our products provided they are used as intended.
    Parts subject to use-related and other natural wear and tear are excluded from the warranty. Examples of these exceptions are:
    a) Monitor panels including backlighting (warranty: 12 months)
    b) Motors, slip rings, gears, potentiometers of pan/tilt heads (warranty: 12 months)
    c) Motors, gears, potentiometers of motorised zoom lenses. This also applies to the corresponding parts in module cameras and domes (warranty: 12 months)
    d) Hard disks (warranty: 12 months)
    The warranty can be extended upon request. Please discuss your requirements with us.
    Dead on Arrival (DOA) regulations If you find a device is defective shortly after having received it, it is deemed to be a dead-on-arrival (DOA) product. In this case the manufacturer will replace the defective device with a device in mint condition immediately if available. A defective device will be recognised as a dead-on-arrival product if we are notified about the defect in writing within 30 days of delivery. Please request a Call number from the eneo support team by describing the defect and referring to the specific delivery.
    Phone: + 49 (0) 6074-888-400
    Email: rma@eneo-security.com
    Replacement during the warranty period In the event a technical error occurs while the product is still under warranty, eneo will usually provide you with a replacement device to save you efforts and reduce waiting times.
    Please request a Call number from the eneo support team by referring to the specific delivery.
    Phone: +49 (0) 6074-888-400
    Email: rma@eneo-security.com
    Please note: Recorders with individual upgrades (such as installed hard disks) are excluded. Products returned to VIDEOR without a return authorisation cannot be processed and will be sent back to the sender at his or her expense. If a returned product is found to be intact, we will charge the sender a handling fee of €80 for inspecting the product as per our return policy.
    Advanced exchange service Upon request
    Exchange service No
    Repair after expiry of warranty period As an eneo customer, you can expect repairs to be carried out quickly and smoothly even after the warranty on your product has expired. In this case, please contact eneo’s qualified repair service partner whose service and expertise have been confirmed to meet eneo’s strict quality standards.

    SECURMATIC Repair Center GmbH
    Halskestraße 36
    40880 Ratingen
    Germany
    Phone +49 (0) 2102 / 71439 – 0
    Fax +49 (0) 2102 / 71439 – 21
    www.securmatic.de
    info@securmatic.de

    Please note: You do not need to request a Call number from VIDEOR. For information on repair costs and times and on the availability of spare parts, please contact SECURMATIC directly. They will also provide you with an order number. Please have the device’s serial number ready.
    Training Yes, please send your enquiry to training@eneo-security.com
    Other services Configuration
    Upon request, subject to a fee.