Support & Service Terms

1. WhatsApp Support

1.1 Availability

Each active contract includes up to five (5) support interactions per calendar month. Interactions relating to documented machine failures are unlimited.

1.2 Scope

Support is provided via WhatsApp and covers the exchange of text messages, photographs, and video recordings. Voice calls are initiated by WAVE when technical troubleshooting requires them.

1.3 Response Times

WAVE endeavours to respond within one (1) hour during normal business hours, and within a maximum of twenty-four (24) hours at all times. The recorded average response time in 2023 was approximately twenty-five (25) minutes.

1.4 Languages

Support is provided in English and German.

2. Spare Parts & Warranty Extension

2.1 Defective Parts

WAVE replaces, free of charge, any part that fails without external interference or improper use.

2.2 Refrigeration System

• Material costs are covered in full, provided all replacement materials are supplied by WAVE.
• Labour costs are reimbursed up to USD 1,000 per incident.
• Coverage applies exclusively to failures arising from normal production use.

2.3 Vacuum Pumps

In the event of a total pump failure, WAVE provides one (1) replacement pump, orreimburses refurbishment costs up to USD 20 per m³/h of the pump's nominal capacity. Coverage is void where the failure results from misuse, including but not limited to unattended operation without a frozen charge or ingress of water into the pump chamber.

Pump-specific requirements:

• Oil-sealed rotary vane pumps: only Edwards Ultra Grade 19 oil is permitted.
• Scroll pumps: only original manufacturer seals and tip-seal kits may be used.
• Screw pumps: the maximum permitted number of starts per hour must not be exceeded.

New pumpsare covered by the manufacturer's warranty. WAVE additionally covers related freight costs up to USD 500.

2.4 Electronic Control Components

Replacement is limited to the failed component. Where a WAVE on-site visit is not feasible, WAVE will reimburse the cost of an external technician up to USD 500 per incident.

2.5 Repair Policy

Repairs are carried out on a best-effort basis. The operator may be asked to perform simple tasks under WAVE's guidance. For specialised work, WAVE will either engage a qualified local service provider or dispatch a WAVE technician.

3. On-Site Support

3.1 Technician Dispatch

When remote intervention is insufficient, WAVE will dispatch a technician from one of its service locations in Austria, Denmark, Spain, India, or California (USA).

3.2 Lead Time

Coordination and spare-parts procurement may require up to one (1) month. The average dispatch time recorded in 2023 was eight (8) days.

3.3 Eligibility

On-site visits are scheduled only after all remote intervention options have been exhausted.

4. On-Site Requirements

The customer shall ensure, at its own cost, the following conditions for any on-site service visit:

1. Compliant electrical supply and grounding.
2. Unobstructed access to the machine from all sides.
3. A safe working environment in accordance with local occupational-safety requirements.
4. Temporary deactivation of fire-alarm systems during soldering operations.
5. Full compliance with all applicable local regulations for refrigeration and electrical work.

4.1 Systems Above 120 Litres Extraction Capacity

For systems with an extraction capacity above 120 litres the following additional requirements apply:

• A qualified, trained technician must be permanently present at the installation site.
• The customer's nominated technicians must have completed the mandatory WAVE on-site introduction programme.
• Technicians shall hold a relevant technical qualification (e.g. electrician, refrigeration technician, mechatronics engineer) and be continuously available wherever the machines are operated.

5. Contact

For questions concerning these terms or to request activation of an existing Support & Service Contract, please contact [email protected] or WhatsApp +43 699 1 5852 848.

WAVE Trockensysteme GmbH · Stiegengasse 11, 1060 Vienna, Austria · These terms are effective as of the date of publication on wave.cc and may be updated from time to time. The version in effect on the day of your contract activation applies to that contract.