     SERVICE VISIT-DEFINITIONSCALL OUT Covers engineers travel to and from site. DOMESTIC SERVICE VISIT Includes full check of the water condition, check operation of all chemical controllers and dosing, carry out a back wash of the filters and vacuum of the pool. SERVICE INCLUDING PARTS (Single visit) Includes travel to and from, engineers time on site and full service of the chemical dosing system. All service parts included. Please note: non service parts, eg dosing pumps motors, are charged additionally. Check operation of filters, circulation pumps,valves, strainer baskets, site condition, sauna and steam room visual operation checks. Report with recommended actions. SERVICE INCLUDING PARTS (Two visits per annum) As above with two planned visits in twelve months. SERVICE INCLUDING PARTS (Four visits per annum) As above with four planned visits in twelve months. UV SERVICE (ANNUALLY) Replace UV lamp and quartz tube, 'O' rings and lubricate, reset hour counter. Full service of chemical dosing system typically consists of: Engineer to check the operation and condition of the following, replacing worn or damaged parts as required. Usual time expected for our engineer to be on site will be approx. 1.5 hours for first system and 30 minutes for each additional system. The Topline control panel Electronics, flow cell assembly, sensing probes and flow switch. Dosing pumps All liquid end parts,foot valves, suction valves, four function valves, injection valves, head and diaphragm. Injector rodding unit if fitted. Health and safety All warning labels, injection labels and sample point labels. Miscellaneous Check the operation of pumps, filters, heat exchangers, pipework, valves, storage containers, hoses, air blowers, strainer baskets and other associated equipment not listed. Check for leaks, condition of all seals and valves. Check condition of electrical installations, check operation and condition of pool plant room and pool hall, skimmers, vac points, underwater lights, sauna and steam rooms including lighting, plant and condition of cabinetry, seating etc. Report on condition with recommendations as required. The engineer will also check the condition of the dosing hoses, tanks, bunds, chemical transfer pumps and safety clothing kits and will advise the site on the condition and replacement requirements. (Parts ordered/replaced at the time will require a valid order). A check on the general condition of the plant room will be undertaken for obvious hazards and any findings reported to site. CONTROLLER UPGRADE Topline will supply and install, plus training, a TEC 2000 controller upgrading from existing Topline units or from other manufacturers controllers. This offer is subject to a service/maintenance visit being ordered for the following year after installation. This service/maintenance visit will extend the warranty for year two. All electricals and sample hoses must be in a sound condition, additional charges may be applied should these need refurbishing/replacing. Additional tanks, pumps and dosing accessories can be provided, at list less 20% service discount, Installation of these will be charged at our usual rates. Service warranty The Topline control panel (electronics and flow cell assembly) is warranted for ten years from new, subject to terms and conditions. Sensing probes are warranted for one year from supply provided correct maintenance procedures are carried out. Pump liquid end parts including injectors and flow switch are not covered by the warranty (Topline are not able to ensure each sites control of chemical mix ratios, and that operating conditions and maintenance procedures are correctly applied, maintained or carried out). Some items may not be serviceable in the field and may require returning to Topline for this work to be carried out, in these instances every effort will be made by Topline to provide replacements or a solution to ensure that the system is left operational. Equipment not originally purchased from Topline will not form part of this agreement unless previously agreed in writing by Topline. Alterations or modifications to the equipment will not be covered under this contract and should not be undertaken without prior consent from Topline. CALL OUTS Priority will be given to holders of a current Topline service contract. Wherever possible, Topline will try to provide a service engineer/solution within two days from notification of a problem. (In some instances, circumstances beyond our control may prevent Topline from honouring the above statement). All call outs will require a valid purchase order supplied to Topline. This can be kept open for time and parts used, or a second order covering time and parts must be provided to Topline or the engineer on site. A valid order must be provided prior to the engineer fitting any parts identified and for estimated labour time PARTS USED All parts supplied by Topline or our engineers during the course of our service contract will be genuine Topline approved spares. Non service parts will be supplied at list price less 20% to all service contract holders. Service parts ordered by the site in addition to the service visits will be supplied at list price less 20%. Topline reserve the right to charge the client for materials and/or services required as a result of: 1. The clients failure to operate/maintain the equipment in compliance with the instructions provided (written or verbal). 2. Damage to the equipment caused by external forces. 3. Changes made by the client with respect to operating parameters or physical parts. 4. Fitting of additional or alternative equipment without prior approval from Topline. 5. Changes to the chemicals being dosed from those originally specified or the use of additional chemicals (i.e. PAC) without prior agreement from Topline. TELEPHONE ASSISTANCE In most instances faults can be fixed or diagnosed over the telephone. Topline operate a telephone support line for assistance and reporting of faults should they occur. Please telephone our head office on 01323 440760 and provide as much information about the fault as possible including any error messages that may be shown on the display. You will be asked some fault finding questions and may be asked to carry out some simple instructions in order to remedy the fault or assess if an engineer will be required. All call outs will require a valid order which is to be received by Topline prior to an engineer being despatched to attend the site. OUT OF HOURS If a fault occurs outside of normal office hours please call 01323 440760 and leave a message. Messages are periodically checked and calls returned once they have been prioritised. Contract holders will be issued with another telephone number to contact the Topline engineer on call for assistance during the weekends and public holidays. The two engineers on call (one North, one South) will primarily be available to offer telephone support as they are responsible for the whole of the UK. If our engineer is within reasonable travelling distance and has parts available to rectify your fault they may attend your site. This visit MUST be covered by a valid order (given to the engineer) and may be subject to charges for out of hours working. If there is an emergency or a life threatening situation every effort will be made to attend and assist you. SERVICE REQUESTS Please provide as much notice as possible when requesting a service visit which must be accompanied by a valid order. Please advise us of any equipment that appears to need replacement or repair when placing your order. Clients with multiple visit service contracts will have their visits scheduled according to the type of contract held (two/four). Should you need to call a visit forward or amend the schedule, please contact head office on 01323 440760. CLIENTS OBLIGATIONS Staff should keep the equipment clean and ensure that any chemical spillage or leaks are dealt with promptly to avoid potential damage to the equipment, and to negate the risks to the health and safety of staff and patrons. The equipment must be operated by competent and trained employees who will be responsible for all the regular maintenance called for in the operations manual. Only trained employees will be offered guidance to the operation of the equipment. It is the clients responsibility to ensure that all employees having access to the equipment are fully conversant with the operation and are trained in all aspects of handling chemicals. PURCHASE ORDER RECEIPT If no purchase order can be provided Topline will be unable to attend, supply or fit parts. A hard copy of all purchase orders must be faxed or e-mailed to Topline. Verbal purchase orders/agreements will not be accepted. All orders received must be signed by an authorised signatory. On all orders received, it will assumed that the issuer has the autority to place the order. Topline will not accept non authorised signatory as a reason for non payment of invoice. PAYMENT The payment of all invoices will be required within 30 days of the invoice for any work carried out. Disputed or unpaid invoices may invalidate the service contract. All parts requiring to be charged for at the time of service will be notified to you before the work is completed or a part is replaced. A valid order will be required before we will proceed. Please download, complete and sign the contract agreement form and return by fax or post with a valid order to Topline for us to commence with the contract. (Signed contract agreement forms returned without an accompanying order will be deemed to be an official order). Click here Service contract (81 Kb) to obtain an agreement form. Tel: 01323 440760
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