Cybernetica

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Customer service

  • Factory Acceptance Test

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    FAT

    FAT (Factory Acceptance Test) takes place in Cybernetica’s offices before installing the equipment at Client’s location. Testers check if the equipment meets the pre-set specification and if the system is fully functional. Both parties will receive a signed documentation of completed tests.

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    VHF Support
    E-mail: vhfsupport@cyber.ee
    Phone: +372 639 7991

  • Local Support

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    Local Support

    Local Support Service is used for hardware maintenance on site. Hardware maintenance is planned according to Client’s order and is done annually. It includes the following services:

    • Two engineers for three days on site;
    • Visiting all the sites, checking the equipment, cabling and connections;
    • The time can be also used for training and consultations;
    • The service agreement includes consultations, remote support and equipment software configuration;
    • The time of the service can be extended by agreeing the terms before.

    Please note, that if the technical issue will arise outside the planned hardware maintenance time and it cannot be solved remotely, then Cybernetica will send the technical specialist to location outside that planned time.

    Local Support is part of the System Maintenance Service.

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    VHF Support
    E-mail: vhfsupport@cyber.ee
    Phone: +372 639 7991

  • Remote System Support

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    Remote System Support

    Cybernetica provides remote system support to maintain the system and help the Client solve any issues. It consists of the following services:

    • 9 man-hours in one month reacting on the 5×8 basis;
    • It includes reacting to automatic alarms from the system and Client’s emails and phone calls;
    • Analysing and fixing software problems;
    • Consultation for faulty hardware and proposal for replacing/upgrading the hardware;
    • A report with statistics, error descriptions, fixed problems and suggestions for upgrades will be sent out once in every four months;
    • The time can be also used for advice and consultations and system configurations;
    • Additional time of Provider’s engineers is charged by the actual working man-hours;
    • The Client must provide a reliable VPN connection with stable VPN router.

    Please note, that the VPN connection to the system is established only after Client’s permission.

    Remote System Support is part of the System Maintenance Service.

    Contact Us

    VHF Support
    E-mail: vhfsupport@cyber.ee
    Phone: +372 639 7991

  • System Acceptance Test

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    System Acceptance Test

    SAT (System Acceptance Test) is carried out at Client’s location after installing the equipment. The purpose of system acceptance testing is to verify in an operational environment that the complete system satisfies specified requirements and is acceptable to the Client. Both parties will receive a signed documentation of completed tests.

    Contact Us

    VHF Support
    E-mail: vhfsupport@cyber.ee
    Phone: +372 639 7991

  • Training

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    Training

    Training usually takes place in Tallinn before FAT testing and consists of the following parts:

    • Administrator training – upon completion, the administrator will have the knowledge about setting up the system and its configuration;
    • Operator training – operators go through a thorough theoretical training before practising on the real system;
    • Practical training on the real system – both parties receive a thorough practical training on the Client’s system which is set up in Cybernetica’s offices;
    • Installation training – trainee will know how to reinstall the system parts.

    Administrators and operators will receive certificates of completion.

    We usually train Contracting Authorities in Tallinn, who can later train the staff on location in their native language. Upon request Cybernetica AS can provide the training on location in English.

    Contact Us

    VHF Support
    E-mail: vhfsupport@cyber.ee
    Phone: +372 639 7991

  • Warranty

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    Warranty

    Cybernetica offers one (1) year limited warranty to its products and services. If a hardware defect arises within the Warranty Period, at its option, Cybernetica AS will either (1) repair the hardware defect at no charge, using new or refurbished replacement parts, or (2) exchange the product with a product that is new or which has been manufactured from new or serviceable used parts and is at least functionally equivalent to the original product.

    Any product repaired or replaced under this Limited Warranty will be warranted for the remainder of the original Warranty Period or ninety (90) days from the date of shipment of the item back to the Client, whichever is longer.

    If an upgrade to Software is delivered with a new warranty, then the terms of that new warranty will apply only to the Software as upgraded, but will not apply to the original Hardware Device; except as otherwise required by legislation in Client’s jurisdiction.

    Limited Warranty does not cover defects caused by faulty usage of the device. If it appears that the device is not eligible for the warranty service, then the repairing costs will be according to Cybernetica’s price list.

    Costs associated with the transport (including packaging) for warranty service shall be at Client’s expense.

    Cybernetica also offers the possibility to buy an extended warranty for the whole system.

    Please note that warranty conditions may vary depending on the project requirements.

    Contact Us

    VHF Support
    E-mail: vhfsupport@cyber.ee
    Phone: +372 639 7991

Support

Please contact us for any customer service requests, additional questions or for any further information regarding our products.

Contact Us

VHF Support
E-mail: vhfsupport@cyber.ee
Phone: +372 639 7991