Priority Ratings and Important Timings for LED Warranty Support Tickets
Support Delivery Times
First level support
- Within 4 business hours of lodgement: expect a response from us, which may include follow up questions to pinpoint the issue and/or some basic troubleshooting
- Within 8 business hours of confirming your issue: expect us to advise you on our course of action for your ticket, including the dispatch of parts/units to solve you issue and booking your job with a technician, if necessary.
Service delivery times are conditional on the provision of true and correct claim information, and on the availability of parts if stored by you or by site.
We will usually resolve your issue in one of two ways: by repairing the display on site, where authorised by the end user; or for novel issues, by escalating the problem directly to the manufacturer for a resolution. We may ask a site contact to undertake basic troubleshooting or fact finding exercises in order to best address and resolve issues.
Second level support: Australia
If your warranty claim requires a technician, a technician will be in contact to book an on-site repair:
- Within two business days: for all on-site repairs, with a maximum resolution time of three business days.
- Standard business hours apply.
Second level support: New Zealand
If you require an on-site technician, the technician will be in contact to book an on-site repair:
- By end of next business day: for repairs in metro areas (Auckland, including Hamilton and Northland)
- Within two business days: for repairs regionally
- Within two business days: for replacements in metro areas (Auckland, including Hamilton and Northland), and regional North Island
- Within three business days: for replacements in the South Island
- Standard business hours apply.
Westan's technician will supply services and fixings/cable management materials for LED modules, spare parts and associated equipment. If the reseller/end user has elected to take possession of spare parts for the LED display, spare parts must be made available for the technician's on-site visit. Warranty service will be cancelled if parts cannot be released to the technician.
The onsite technician will perform full testing with sign off, including service, testing and re-commissioning of the LED screen and working components.
Access to the site
In order to service your LED display, our technicians must be able to access it. Our onsite warranty is limited to installations which do not require scaffolding or other specialist equipment such as boom lift or other devices to access.
Our technicians will work to normal working heights up to 3m. Additional personnel may eb required if heights exceed normal working heights for a single technician.
Where additional devices or tools are required in order to access the display, you may be on-charged for any additional expenses for equipment, tools or labour. If the technician is unable to access the display when onsite and must revisit the site at another date, you may also be on-charged for the initial service visit. Equally, if the technician is unable to access spare parts kept in storage onsite and access had been pre-arranged, you may be on-charged for the service visit.
Onsite Pre-work Checks
- Prior to arrival at the site, installers and warranty technicians will have been fully briefed as to the scope of works for the works undertaken.
- Installers and warranty technicians will have been provided all appropriate documentation available prior to the works visit.
- Upon arrival at the site, the installers and warranty technicians must identify themselves and advise they are tasked with performing the installation or repair.
- All Risk Assessments and Contractor Book formalities relating to OH&S and/or statutory/trade regulations need to be undertaken/fully completed prior to works commencement. Works carried out must comply with these regulations.
- The installers or warranty technicians must undertake a briefing of the Site Manager prior to commencement of any works. This briefing encompasses a walk-through of all the agreed locations where the equipment shall be installed or repaired at the site.
Install and Post Work Checks
Installers and technicians will record all details as per a standard job sheet, including:
- Materials used
- Works commenced
- Pictures taken
- Record dates and time taken
- Signatures for completion
- Other comments
- Check for connection activity (if applicable)
The lead installer or technician will confirm completion of works with the Site Manager.
LED Trained Technician Locations
Innovateq have LED certified technicians and installers in the following locations:
| State | Region |
| VIC | Melbourne |
| NSW | Sydney |
| Newcastle | |
| Wollongong | |
| Port Macquarie | |
| QLD | Brisbane |
| Sunshine Coast | |
| Rockhampton | |
| Bundaberg | |
| Townsville | |
| Cairns | |
| Gladstone | |
| Mackay | |
| Hervey Bay | |
| SA | Adelaide |
| WA | Perth |
| ACT | Canberra |
| TAS | Hobart |
| NT | Darwin |
General Terms and Conditions of Service
- Service hours begin once installers or technicians are on site
- For install services, pricing includes travel within 30km of Service Agent, Capital City and Main Country Areas. Travel outside this area may incur extra charges unless prior agreement has been made in writing.
- Dedicated customer support team members will track all jobs and faults within standard business hours.
- Costs not included are materials, access equipment and parking. If access equipment is required, a second technician or installer may be required.
- Westan's installers or technicians will under no circumstances accept liability for poor workmanship by other trades when in the process of correctly locating electrical wiring for equipment (i.e. ceiling, wall, floor or carpentry trades). Reimbursement of extra costs incurred by the installer or technician shall be on-charged as additional service not covered by install or warranty service.
- Westan will not accept responsibility for the removal of any and all toxic substances such as asbestos on site. Work will not commence until such materials and substances are removed.
- Installer and technician workmanship is warranted for twelve months. All products are subject to standard manufacturer's warranty unless otherwise agreed as part of sale. Any amended warranty term must be included in Westan's invoice of sale.
- No allowance is made for making good any area affected by installer or technician's works.
- Westan's installer or technician requires the spare parts pool to meet required SLA terms. Any loss or damage of parts held by the reseller or site may result in delays to the execution of service. Westan and its agents will not accept responsibility for such delays.
- Should the installer or technician require site permission, scaffolding and after-hours access to the service, SLA requirements may be affected. Westan and its representatives will facilitate service and attend site once all items are finalised.
Further Information
For further information on Westan's technical service partner, see Westan Service Partner: Innovateq.
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