1. Service Overview
AI Life Solutions AG is committed to providing exceptional service and support for all our products and services. This Service Policy outlines our service commitments, support levels, and the terms governing our various service offerings.
🛠️ Technical Support
Comprehensive technical assistance for product setup, configuration, troubleshooting, and optimization.
🔧 Installation Services
Professional installation and configuration of AI devices by certified technicians.
🎓 Training & Education
Educational programs and workshops to help you maximize the potential of your AI solutions.
🔄 Maintenance & Updates
Ongoing maintenance, software updates, and system optimization services.
2. Service Level Agreements (SLA)
We are committed to providing timely and effective support. Our service level agreements define response times and resolution targets for different types of issues.
Basic Support
Included with Purchase
Response Time
24 hours
Resolution Target
72 hours
Availability
Mon-Fri 9:00-17:00
Channels
Email, Web Portal
- Email support
- Online knowledge base
- Community forums
- Basic troubleshooting
- Software updates
Premium Support
CHF 199/year
Response Time
4 hours
Resolution Target
24 hours
Availability
Mon-Fri 8:00-20:00
Channels
Phone, Email, Chat
- Priority phone support
- Live chat assistance
- Remote diagnostics
- Advanced troubleshooting
- Priority software updates
- Extended warranty options
Enterprise Support
Custom Pricing
Response Time
1 hour
Resolution Target
4 hours
Availability
24/7/365
Channels
All + Dedicated Manager
- 24/7 priority support
- Dedicated account manager
- On-site support available
- Custom SLA agreements
- Beta access to new features
- Training and consultation
3. Support Channels
We offer multiple ways to get help and support for your AI Life Solutions products and services.
📞
Phone Support
Switzerland: +41442126300
International: +41442126300
Hours: Mon-Fri 8:00-18:00 (CET)
Languages: German, French, Italian, English
- Immediate assistance
- Complex issue resolution
- Screen sharing support
- Escalation to specialists
✉️
Email Support
- Detailed issue documentation
- File and screenshot sharing
- Asynchronous communication
- Ticket tracking system
💬
Live Chat
Website: solutionsl.com
Mobile App: AI Life Solutions
Hours: Mon-Fri 9:00-17:00 (CET)
Response: Immediate
- Real-time assistance
- Quick questions and guidance
- Pre-sales support
- Chat history saved
🌐
Online Resources
Knowledge Base: help.solutionsl.com
Community: community.solutionsl.com
Availability: 24/7
Updates: Regular content updates
- Self-service solutions
- Video tutorials
- User community
- Downloadable guides
4. Installation Services
Our certified technicians provide professional installation services to ensure your AI devices are properly configured and optimized for your environment.
🏠 Basic Installation
CHF 99
Standard installation for single devices in residential settings.
Includes:
- Device unboxing and setup
- Network configuration
- Basic functionality testing
- User orientation (30 minutes)
- Documentation handover
Duration: 1-2 hours
🏢 Professional Installation
CHF 299
Comprehensive installation with optimization and integration services.
Includes:
- Multi-device installation
- Network optimization
- Integration with existing systems
- Custom configuration
- Comprehensive testing
- User training (2 hours)
- 30-day follow-up support
Duration: 3-4 hours
🏭 Enterprise Installation
Custom Quote
Large-scale deployment with project management and ongoing support.
Includes:
- Site survey and planning
- Bulk device deployment
- Infrastructure integration
- Security configuration
- Staff training programs
- Ongoing maintenance plan
- Dedicated project manager
Duration: Project-based
Installation Policy
📅 Scheduling
- Appointments available Monday-Saturday
- 2-hour time windows for residential
- Flexible scheduling for business customers
- 24-hour advance notice for changes
🏠 Site Requirements
- Stable internet connection required
- Power outlets accessible
- Clear access to installation areas
- Customer or authorized representative present
✅ Quality Assurance
- Comprehensive functionality testing
- Performance optimization
- Customer acceptance sign-off
- 30-day installation warranty
5. Training & Education Services
Maximize the value of your AI investment with our comprehensive training programs designed for users of all skill levels.
👤 Individual Training
Content:
- Personalized device orientation
- Feature exploration and customization
- Best practices and tips
- Troubleshooting basics
- Q&A session
Format: In-person or remote via video call
👥 Group Workshops
Content:
- AI fundamentals and concepts
- Hands-on device interaction
- Use case scenarios
- Group exercises and discussions
- Resource materials provided
Format: On-site workshops (max 12 participants)
🏢 Corporate Training
Content:
- Customized curriculum development
- Role-specific training modules
- Integration with business processes
- Train-the-trainer programs
- Ongoing support and resources
Format: On-site or virtual delivery
Self-Service Training Resources
📚 Documentation
- User manuals and guides
- Quick start tutorials
- Feature reference sheets
- Troubleshooting guides
🎥 Video Library
- Product overview videos
- Step-by-step tutorials
- Advanced feature demos
- Webinar recordings
🌐 Online Courses
- Interactive learning modules
- Progress tracking
- Certification programs
- Community discussions
6. Maintenance & Update Services
Keep your AI devices running optimally with our maintenance and update services.
🔄 Software Updates
Automatic Updates (Free)
- Security patches and bug fixes
- Performance improvements
- New feature releases
- Compatibility updates
Managed Updates (Premium)
- Scheduled update deployment
- Pre-update testing and validation
- Rollback capability
- Custom update schedules
🔧 Preventive Maintenance
Basic Maintenance (CHF 99/year)
- Annual system health check
- Performance optimization
- Storage cleanup and organization
- Basic security audit
Comprehensive Maintenance (CHF 299/year)
- Quarterly system assessments
- Proactive issue identification
- Hardware diagnostics
- Advanced security monitoring
- Priority support included
🛠️ Repair Services
Warranty Repairs (Free)
- Manufacturing defect repairs
- Component replacement
- Express repair service
- Loaner device program
Out-of-Warranty Repairs
- Diagnostic fee: CHF 49
- Repair costs vary by issue
- 90-day repair warranty
- Upgrade options available
7. Service Terms & Conditions
📋 General Service Terms
- Services are provided subject to availability and scheduling
- All service appointments must be confirmed 24 hours in advance
- Cancellations must be made at least 4 hours before scheduled time
- Late cancellations may incur a CHF 50 fee
- Service fees are due upon completion unless otherwise arranged
- All services include applicable VAT
🏠 On-Site Service Terms
- Customer must provide safe and accessible work environment
- Required tools and equipment will be provided by technician
- Customer responsible for backing up personal data before service
- Additional charges may apply for work outside normal scope
- Service area limited to 50km radius from service centers
- Travel charges apply for locations beyond standard service area
🔒 Data & Privacy
- Customer data privacy is protected according to our Privacy Policy
- Technicians may need temporary access to devices for service
- All data access is logged and monitored
- Customer data is never copied or retained after service
- Confidentiality agreements available for sensitive environments
- GDPR compliance maintained for all EU customers
⚖️ Liability & Warranties
- Service work is warranted for 30 days from completion
- Liability limited to the cost of the specific service provided
- Customer responsible for data backup before any service
- Force majeure events may affect service delivery
- Disputes resolved according to Swiss law
- Service warranties do not extend product warranties
8. Service Availability
🇨🇭 Switzerland
Coverage: All cantons
On-site Services: Major cities and surrounding areas
Response Time: Same day to 48 hours
Languages: German, French, Italian, English
Service Centers:
- Zurich: Bahnhofstrasse 96
- Geneva: Rue du Rhône 45
- Basel: Freie Strasse 78
- Bern: Kramgasse 12
🇪🇺 European Union
Coverage: Major cities in Germany, France, Austria, Italy
On-site Services: Limited to partner network
Response Time: 2-5 business days
Languages: Local languages plus English
Partner Network:
We work with certified local partners to provide services in major EU markets. Contact us for availability in your area.
🌍 International
Coverage: Remote support only
On-site Services: Not available
Response Time: 24-48 hours
Languages: English
Remote Services Available:
- Technical support via phone/email
- Remote diagnostics and troubleshooting
- Software updates and configuration
- Training via video conferencing
10. Service Feedback & Improvement
Your Feedback Matters
We continuously strive to improve our services based on customer feedback and changing needs. Your input helps us deliver better experiences.
📊 Service Surveys
After each service interaction, you'll receive a brief survey to rate your experience and provide suggestions for improvement.
💬 Direct Feedback
Contact our service team directly with feedback, suggestions, or concerns at [email protected]
🏆 Service Recognition
Recognize exceptional service by nominating our team members for our monthly service excellence awards.
Our Commitment to Improvement
- Regular review of service metrics and customer satisfaction scores
- Continuous training and development for service team members
- Investment in new tools and technologies to enhance service delivery
- Quarterly service policy reviews and updates
- Transparent communication about service improvements and changes