Support Terms

Draft — pending legal review

This page is a draft prepared for review by Pernoscal and its legal counsel. It is not yet in force and may change before publication.

Scope

These terms explain how we handle support and service requests for Pernoscal machines and services, whether you contact us through the support center on this website, by email, by phone or on WhatsApp. Where your sales or service contract says something different, the contract applies.

Business hours and holidays

Our support team works Sunday to Thursday, 09:00 to 17:00 Cairo time. We are closed on Fridays and Saturdays, on Egyptian public holidays and during the Eid holidays.

Requests received outside business hours are recorded immediately and handled from the start of the next business day.

Priority levels

Urgent: the machine is stopped and production is affected.

High: the machine is running, but with a problem that affects output, quality or safety.

Medium: a question, a planning request or a non-critical issue.

Low: general information, documents or requests with no time pressure.

You tell us the impact when you open a request; our team sets the final priority after reviewing it. If there is any risk to people, stop the machine before contacting us.

Response and resolution targets

First response time is the time from receiving your request to the first reply from a member of our support team. Resolution time is the time until the issue is solved or a solution is agreed.

Both are measured in business hours. The clock pauses while we are waiting for information from you, for parts or for a scheduled site visit. Target times for each priority are shown in the support center and confirmed in your service contract where you have one.

Your ticket

Every request receives a ticket number and a private link that lets you follow its status without an account. Replying to our emails adds your message to the same ticket. If a resolved issue comes back, reply to the ticket and we will reopen it or open a linked follow-up.

Please have the machine's serial number, photos and videos ready; they shorten diagnosis.

Site visits and charges

When a visit is needed, we agree the date and time window with you in advance. After the visit you receive a service report describing the work done and any parts used.

Work covered by warranty is handled according to your sales contract. Other work, parts and visits are quoted before we start.

Contact

Support center: the Support page on this website. Email: Info@pernoscal.com. Phone and WhatsApp: +20 12 0883 0492.