Complementary terms defining service level agreements for service centers.
3a. Notification email address(es):
dwilgosh@globaltroxler.ca
5c. Procedures for end users:
as published under https://knowledge.wingtra.com/update-and-maintain-wingtraone
5g. Other services to be provided by the distributor:
none
6a. Minimum turnover and annual registration fee:
minimum turnover of USD $200'000 in the previous calendar year and per service center; otherwise, registration fee of USD $10'000 per calendar year to be recognized as service center
6b. Number of certified service center employees:
two employees
6d. Required tools and equipment:
TBD by Wingtra staff. Soldering iron, Pix4D work station, screw drivers, Wingtra tool set
6e. Address of service center(s)
- Global Troxler, 2-1540 Hastings Crescent SE, Calgary, AB T2G 4E1, 866-300-9012
6f. Additional requirements to be recognized as service center:
None
10 Minimum number of attended webinars to maintain service center employee certification:
two webinars per calendar year and certified service center employee
12 Procedures that are reserved for certified service center employees:
none
14 Percentage of cases that have to be below response time and turnaround targets:
90 percent of all cases have to be below the specified targets
17 Distributor response times:
- Email response time for emails of end users: one business day
- Email response time for emails of Wingtra support staff: one business day
- Notification time to Wingtra as soon as the distributor learns about a serious product malfunction (such as a crash): two business days
18 Distributor turnaround times:
- Dispatching products to the customer: two business days
- Pick up of products at the customer: three business days
- Replacing a wing, which consists of pickup; transferring payloads and rebinding RC and Telemetry; quality control, and delivery to the end user: 10 business days
- Replacing a payload or other parts consisting of pickup, replacing payloads or parts, quality control, delivery to the end user: 10 business days
- Time for incoming goods control and notifying Wingtra in case of faults in the delivered products: three business days
- Dispatching Wingtra inventory (parts) to any address indicated by Wingtra: two business days
20 Wingtra response times and turnaround times:
- Availability of phone support: voicemail and callback request option, scheduled calls
- Time between callback request and first call attempt of Wingtra support employee: one business day with non-binding goal of less than 30 minutes
- Answering emails from the distributor: one business day
- Time for warranty assessment decision after receiving a complete incident report (including flight logs where available): five days with non-binding goal of two days
- Dispatch time for replacement parts from Wingtra to the distributor: orders placed with the Zurich office by Thursdays at 16:00 CET are dispatched in the following week (subject to stock availability)
22 Required stock:
Replacement parts:
- 2x pitot tube
- 4x motor mount assembly
- 20 propellers
- 10 middle stands
- 10 side stands
- 10x batteries
Wingtra drones:
- Combination of 2x WOP-RX1-PPK and/or WOP-QX1
25a Minimum Wingtra inventory at service center:
- 4x replacement wings
- 2x RX1 payload module
- 2x QX1 payload module
- 2x replacement pilot box
25b Offered inventory capacity to Wingtra:
same as 25a
30 Labels and names for advertising:
distributor is allowed to advertise using the term "Certified Wingtra Service Center"
31 Paid Trainings:
none approved
32 Loaner program: none approved.
Notes: No for-profit rental programs are approved. TBD loaner program for customers that own a Wingtra product for the time over which their product is being serviced, replaced or repaired. Note: revisit once the new Wingtra inventory and new replacement process is in place.
40 Compensated standard repair cases:
- Wing swap replacement under warranty at service center: x hours at rate of x dollars. Note: suggest to converge towards value once we both have more experience with this process