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Holmes Product Support Hardware encompasses the diagnosis and the elimination of hardware faults by repair or replacement. Holmes will respond to an incident and solve the fault in accordance with the contracted Service Level Agreement which can be an Offsite or Onsite service.

Holmes Support Pack Hardware is a product-related service contract with once-only remuneration and for a fixed contract term of 1 up to 5 years. The service period can be extended by purchasing a corresponding follow-on Support Pack. Service levels can be selected from standard options.

Holmes Service Contract can, unless otherwise explicitly regulated, be acquired at any time during the product life cycle until 12 months before the end-of-service for that product. It offers more flexibility than a Support Pack allowing service levels to be agreed in accordance with customer’s needs.