General information
For a long time already, customers are aware of EMM, spol. s r.o. being a company with good servicing. We have certified servicing staff, who undergo periodical training in the recent techniques of the key partners. We perform servicing all over Slovakia. Response to
a servicing request is received within one hour from reporting. The technical support unit staff is available during normal working hours.
We are ready to render services such as regular prophylaxis of technologies, guaranteed repair of failures within agreed time (24 or
6 hours), as well as other additional services for customers with higher requirements related to guaranty or post-guaranty servicing.
The policy of submitting servicing and support requests:
1. Servicing and support request may be submitted via the Helpdesk system (for contracted customers only), via electronic mail, fax or by help of the servicing form .
2. Phone requests will be accepted in cases of emergency only; additional confirmation via electronic mail, fax or by help of the servicing form is required.
3. To send your request as hardcopy, complete the form and fax it to 02/602 54 901, or mail it to: EMM, spol. s r.o., Servis BS/ServisIS, Sekurisova 16, 841 02 Bratislava 42.
4. For direct e-mail contact, use the following e-mail addresses, report the failure via the Helpdesk system (for contracted customers only), or use the servicing form:
- information systems servicing: servisis@emm.sk
- technical securing servicing: servisbs@emm.sk
5. In the form, choose the elimination priority. Standard support conditions according to priority are as follows:
- critical priority (system operation disabled) – resolved within 24 h from the request receipt
- normal priority (system operation restrained) – resolved within 10 days from the request receipt
- small priority (system operation not affected) – resolved within 20 days from the request receipt.
Relevant contract terms apply for customers with concluded servicing contract.
6. EMM, spol. s r.o. will acknowledge request receipt by sending the registration number via e-mail within one hour. The registration number will be used for identification during all contacts of the customer with EMM, spol. s r.o. staff in relation to the problem to be resolved.
7. If the registration number was not received within one hour, the request had not been delivered. In such case, call 02/602 54 111 and claim request registration. In questionable cases the request delivery time is decisive for specification of the servicing intervention time.
8. Servicing is rendered during normal working hours ( 8:00 - 16:30 on working days). Relevant contract terms apply for customers with concluded servicing contract.
9. To exercise a guaranty the buyer must submit indorsed delivery note with the failure description. The date of taking a product over for guaranty repair is the date when the product and the guaranty sheet have been delivered to the guaranty repair place. The date of taking
a product over for non-guaranty repair is the date when the product has been delivered to the servicing facility of EMM, spol. s r.o. The guaranty repair places are the servicing facilities of EMM, spol. s r.o., or those of its contracted servicing partners, unless specified otherwise in the purchase contract.