Service commitments

1. Scope

These commitments apply to every SAKURION device purchased or leased from SAKURA GROUP SRL, during its warranty period or for the duration of a maintenance contract taken out afterwards. They cover the European Union, Switzerland, Norway and the United Kingdom.

2. How to reach us

Support: info@sakurion.com — +32 491 55 00 88, Monday to Friday from 9:00 to 18:00, Brussels time, excluding Belgian public holidays. Requests received outside those hours are handled on the next working day.

To speed things up, give the model, the serial number, a description of the problem and, if possible, a photo or video of the message displayed.

3. Priority levels and response times

P1 — device out of action, no session possible: first response within 4 working hours, remote troubleshooting within 1 working day, on-site intervention or part dispatched within 5 working days (Benelux, France, Germany) or 10 working days (rest of the covered area).

P2 — device usable with one function degraded: first response within 1 working day, remote troubleshooting within 2 working days, on-site intervention or part dispatched within 10 working days.

P3 — usage question, setting, document request: first response within 2 working days; no remote troubleshooting or on-site intervention is involved.

Times run from the logging of your request during support hours. The intervention time is a best-efforts commitment: it assumes access to your premises and availability of the part at the manufacturer.

4. Remote troubleshooting

Most incidents are resolved remotely: a guided exchange by phone or video call, a check of the settings, an update of the embedded software where the device allows it. On-site intervention is triggered only when remote troubleshooting requires it.

5. On-site intervention and parts

During the warranty, travel, labour and parts are covered by SAKURION for any covered defect. Outside the warranty or outside its cover, a quotation is submitted to you before any intervention.

Spare parts and handpieces are kept available for five years from the end of sale of each model.

6. Replacement device

If a P1 incident covered by the warranty is not resolved within ten working days of the remote assessment, SAKURION provides, subject to availability, a replacement device or handpiece until yours is back in service.

7. Preventive maintenance

An annual preventive maintenance visit is recommended: check of the safety systems, calibration, cleaning of the cooling systems, software update. The first visit is included in the first year; subsequent visits are covered by a maintenance contract or a quotation.

8. What is not covered

Incidents resulting from improper use, lack of maintenance, intervention by an unapproved third party, a non-compliant power supply or accidental damage are handled within the same times, but invoiced on quotation.

9. Your obligations

Reserve use of the device for trained operators, follow the maintenance instructions in the manual, guarantee access to the device on the agreed dates and report any incident without delay.

10. Tracking and revision

Every request receives a reference number and a closing report. SAKURION may revise these commitments; the version applicable to a device is the one in force on the date of its order.