SL No Manipal Group Location Manipal Address Manipal Contact Number Manipal Contact Person
Manipal University Campus
1
(Mahe , Manipal )
MIT ( 3/4 km from MAHE
2
Campus)
Manipal Institute of higher
3 Education Studies ( 7/8
Kms),
4 KIMS( Mlr City )
5 Blr
6 Chennai
7 Mumbai
8 Delhi
9 Vijaz
10 Sikkim
Type Of Location Support Working Hours Response Resolution SLA Measuring Tool
4 working hours or SBD (call
9AM to 6PM ( except
Support Location ( Help Desk violation will be considered if
Manipal calendar holidays as Onsite SBD Acer CRM + RE report
RE location ) 10% of qtrly call goes
applicable)
beyond NBD)
2BD (call violation will be
Support Location ( Non Help 9AM to 6PM ( except Sunday
Onsite NBD considered if 10% of qtrly Acer CRM
Desk Location ) & public holidays )
call goes beyond 2BD)
2BD (call violation will be
Support Location ( Non Help 9AM to 6PM ( except Sunday
Onsite NBD considered if 10% of qtrly Acer CRM
Desk Location ) & public holidays )
call goes beyond 2BD)
2BD (call violation will be
Support Location ( Non Help 9AM to 6PM ( except Sunday
Onsite NBD considered if 10% of qtrly Acer CRM
Desk Location ) & public holidays )
call goes beyond 2BD)
2BD (call violation will be
Support Location ( Non Help 9AM to 6PM ( except Sunday
Onsite NBD considered if 10% of qtrly Acer CRM
Desk Location ) & public holidays )
call goes beyond 2BD)
2BD (call violation will be
Support Location ( Non Help 9AM to 6PM ( except Sunday
Onsite NBD considered if 10% of qtrly Acer CRM
Desk Location ) & public holidays )
call goes beyond 2BD)
2BD (call violation will be
Support Location ( Non Help 9AM to 6PM ( except Sunday
Onsite NBD considered if 10% of qtrly Acer CRM
Desk Location ) & public holidays )
call goes beyond 2BD)
2BD (call violation will be
Support Location ( Non Help 9AM to 6PM ( except Sunday
Onsite NBD considered if 10% of qtrly Acer CRM
Desk Location ) & public holidays )
call goes beyond 2BD)
2BD (call violation will be
Support Location ( Non Help 9AM to 6PM ( except Sunday
Onsite NBD considered if 10% of qtrly Acer CRM
Desk Location ) & public holidays )
call goes beyond 2BD)
2BD (call violation will be
Support Location ( Non Help 9AM to 6PM ( except Sunday
Onsite NBD considered if 10% of qtrly Acer CRM
Desk Location ) & public holidays )
call goes beyond 2BD)
Support Scope under
Value added Services ITW Standby
Warranty
In the event of total hardware
SMS service, online case ID
OS & HW, AV & office failure, Acer will provide a
status, warranty validation,
Std 1 year from the date of application for updates - L1 stand by notebook (full unit) if
customer call back,chat
purchase / installation. support, image loading the hardware spare
support, web based login,
support replacement is not closed in
customized portal
2BD.
SMS service, online case ID
OS & HW, AV & office
status, warranty validation,
Std 1 year from the date of application for updates - L1
customer call back,chat standby on best effort basis
purchase / installation. support, image loading
support, web based login,
support
customized portal
SMS service, online case ID
OS & HW, AV & office
status, warranty validation,
Std 1 year from the date of application for updates - L1
customer call back,chat standby on best effort basis
purchase / installation. support, image loading
support, web based login,
support
customized portal
SMS service, online case ID
OS & HW, AV & office
status, warranty validation,
Std 1 year from the date of application for updates - L1
customer call back,chat standby on best effort basis
purchase / installation. support, image loading
support, web based login,
support
customized portal
SMS service, online case ID
OS & HW, AV & office
status, warranty validation,
Std 1 year from the date of application for updates - L1
customer call back,chat standby on best effort basis
purchase / installation. support, image loading
support, web based login,
support
customized portal
SMS service, online case ID
OS & HW, AV & office
status, warranty validation,
Std 1 year from the date of application for updates - L1
customer call back,chat standby on best effort basis
purchase / installation. support, image loading
support, web based login,
support
customized portal
SMS service, online case ID
OS & HW, AV & office
status, warranty validation,
Std 1 year from the date of application for updates - L1
customer call back,chat standby on best effort basis
purchase / installation. support, image loading
support, web based login,
support
customized portal
SMS service, online case ID
OS & HW, AV & office
status, warranty validation,
Std 1 year from the date of application for updates - L1
customer call back,chat standby on best effort basis
purchase / installation. support, image loading
support, web based login,
support
customized portal
SMS service, online case ID
OS & HW, AV & office
status, warranty validation,
Std 1 year from the date of application for updates - L1
customer call back,chat standby on best effort basis
purchase / installation. support, image loading
support, web based login,
support
customized portal
SMS service, online case ID
OS & HW, AV & office
status, warranty validation,
Std 1 year from the date of application for updates - L1
customer call back,chat standby on best effort basis
purchase / installation. support, image loading
support, web based login,
support
customized portal
Accidental Damage Accidental Damage
Accidental Damage
Approval Authority - Approval Authority - Acer Buffer Spares
Applicable
Manipal India
YES - Case to Case Basis -
on approval mode ( cases will
Authorised Signatory/ CSM yes @ RE
not fall under normal
resolution SLA)
YES - Case to Case Basis -
on approval mode ( cases will
Authorised Signatory/ CSM Yes @ ACSP
not fall under normal
resolution SLA)
YES - Case to Case Basis -
on approval mode ( cases will
Authorised Signatory/ CSM Yes @ ACSP
not fall under normal
resolution SLA)
YES - Case to Case Basis -
on approval mode ( cases will
Authorised Signatory/ CSM Yes @ ACSP
not fall under normal
resolution SLA)
YES - Case to Case Basis -
on approval mode ( cases will
Authorised Signatory/ CSM Yes @ ACSP
not fall under normal
resolution SLA)
YES - Case to Case Basis -
on approval mode ( cases will
Authorised Signatory/ CSM Yes @ ACSP
not fall under normal
resolution SLA)
YES - Case to Case Basis - Case to Case Basis - on
on approval mode ( cases will approval mode ( cases will
Authorised Signatory/ CSM Yes @ ACSP
not fall under normal not fall under normal
resolution SLA) resolution SLA)
YES - Case to Case Basis -
on approval mode ( cases will
Authorised Signatory/ CSM Yes @ ACSP
not fall under normal
resolution SLA)
YES - Case to Case Basis -
on approval mode ( cases will
Authorised Signatory/ CSM Yes @ ACSP
not fall under normal
resolution SLA)
YES - Case to Case Basis -
on approval mode ( cases will
Authorised Signatory/ CSM Yes @ ACSP
not fall under normal
resolution SLA)
Notebook Distribution Notebook Imaging Battery Warranty Adaptor Warranty Others
1st year warranty on battery
(applicable for replacement 3 years along with the base
yes yes
only if the backup is less than product warranty
30 mins during warranty )
1st year warranty on battery
(applicable for replacement 3 years along with the base
NA NA
only if the backup is less than product warranty
30 mins during warranty )
1st year warranty on battery
(applicable for replacement 3 years along with the base
NA NA
only if the backup is less than product warranty
30 mins during warranty )
1st year warranty on battery
(applicable for replacement 3 years along with the base
NA NA
only if the backup is less than product warranty
30 mins during warranty )
1st year warranty on battery
(applicable for replacement 3 years along with the base
NA NA
only if the backup is less than product warranty
30 mins during warranty )
1st year warranty on battery
(applicable for replacement 3 years along with the base
NA NA
only if the backup is less than product warranty
30 mins during warranty )
1st year warranty on battery
(applicable for replacement 3 years along with the base
NA NA
only if the backup is less than product warranty
30 mins during warranty )
1st year warranty on battery
(applicable for replacement 3 years along with the base
NA NA
only if the backup is less than product warranty
30 mins during warranty )
1st year warranty on battery
(applicable for replacement 3 years along with the base
NA NA
only if the backup is less than product warranty
30 mins during warranty )
1st year warranty on battery
(applicable for replacement 3 years along with the base
NA NA
only if the backup is less than product warranty
30 mins during warranty )