Service Scope & Definition
The maintenance management service consists of "Regular Inspection Service" for proactive prevention and "Fault Response Service" for post-processing.
Regular Inspection
Preventive Inspection
Maintenance Service
MozenKorea
Fault Response
Post-Recovery Support
Regular Inspection Service
| Category | Inspection Items | Remarks |
|---|---|---|
| Software |
• Fixing functional errors • Correcting user interface errors • Investigating persistently occurring errors • Monitoring the operational environment • System operation support • Patches / Updates |
Additional costs may apply for software version upgrades |
| Hardware |
• Inspection and replacement of faulty parts • Hardware status analysis • Reconfiguration of system settings • Hardware relocation support • Defect inspection and component repair • Hardware storage environment management |
Verify inclusion/exclusion of consumable costs in the H/W maintenance contract |
| Other |
• Educational support for product operators • Software installation and removal • Support for removal, relocation, and reconfiguration |
Consultation on periodic visit frequency and service scope |
Service Grades & Composition
The maintenance service is classified into "Premium" and "Regular" grades based on service content and cost calculation standards.
Premium
Best Value- 24/7 Emergency Support
- S/W Patches and Latest Updates
- On-demand Product Operator Training
- Dedicated Technical Support Engineer (TSE)
- Next-Gen Model Updates (WAV)
Regular
- Quarterly Inspections during Business Hours (4/yr)
- S/W Patches and Minor Updates
- Emergency Customer Education Support as Needed
- Support Center Call Desk & Online Service
- Spare Equipment Loan Support (RMA)
• The services above apply to BQN Platform products and are implemented through maintenance service contracts.
• MozenKorea's BQN Platform products are supported by an expert engineer group consisting of in-house and partner support engineers.
• Technical support during the maintenance contract is specified through the contract or work order.
• If parts are discontinued after the hardware maintenance period ends, it transitions to paid maintenance; equipment replacement is recommended when hardware production ceases.
• Log analysis and resident technical support are not included in standard maintenance services and incur separate costs upon request.