KAIROS Support Plan

Get the support you need,
when you need it.

Our KAIROS Support Plan provides priority access to our team of specialists together with additional enhanced benefits. Key features of the support plan include:

	Priority (1-hour target) call back from Technical Specialists including Software updates and remote resolution
	Access to Software and Firmware downloads
	Parts, labour and logistics warranty for product failure
	5-days Turnaround time for workshop repairs (from collection until return)
	Server loan unit (In case of a longer repair time)
	Multilingual Helpdesk covering: English, Spanish, French, German, Polish, Italian, Swedish and Hungarian languages. Other languages supported in English (09:00 – 18:00 CET)
	Welcome Pack together with onboarding support
	Annual Remote Server health check

This Support Plan must be purchased along with the KAIROS Core system and provides cover for 1 year; the Plan can be renewed annually (up to a maximum cover of 5 years).

Brochure Terms & conditions

Panasonic Connect KAIROS Support Entitlement Matrix

Support Pack Entitlement	In-Warranty (Contract not Activated)	Active SLA Standard (Contract Active)	Active SLA Light (Contract Active)	Out of Warranty (Expired Contract)
Free of charge Parts, Labour, and Logistics for design or manufacturing defect	✔	✔	✔	✘
Target Repair Time (door-to-door)	Within 14 Days	5 Working Days	Within 14 Days	Within 30 days
Multilingual Helpdesk 9.00-18.00 Mon ~ Fri	✔	✔	✔	✔
Individual request form (dedicated link/QR code)	✘	✔	✘	✘
1 hour priority KAIROS Expert call back ^#1	✘	✔	1 ticket ^#7	✘
Free of charge on-site Premium Support (KAIROS Expert) ^#2	✘	✔	✘	✘
Dedicated loan unit provided in case of extended repair time ^#8	✘	✔	✘	✘
Yearly Health Check	✘	✔^#3	✘	✘
Initial set-up and configuration assistance	✘	✔^#4	✘	✘
Software / Firmware Updates	Via website	Supported Updates ^#5	Supported Updates ^#5	Via website
User Software Training	✘	✔^#6	✘	✘

NOTES

1. During Normal Business Hours – Extended hours are possible based on Contract.
2. We will come to site to support complex issues following initial symptom validation. We reserve the right to charge for this support if the reason for the issue is not found to be due to Panasonic’s Hardware or Software.
3. Panasonic will offer a KAIROS Heath Check during the contract term.
4. We offer Advice and support as part of the pre-sales process.
5. We will actively notify clients if new firmware or software is release and support the installation as required.
6. Chargeable on request – either on-line or on-site
7. 1 ticket for technical Support, call back within next working day.
8. In case of extended repair times and for in-warranty failures only.

Brochure Terms & conditions

KAIROS Support Plan

Get the support you need,when you need it.

Panasonic Connect KAIROS Support Entitlement Matrix

Get the support you need,
when you need it.