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Comprehensive coverage for all MOVO-X kiosk hardware components, ensuring maximum uptime.
www.movo-x.com
+60 11-2122 5105
support@movo-x.com
This agreement covers the following hardware components of each MOVO-X self check-in kiosk installed at the Client's premises:
The warranty period commences from the date of installation and covers all manufacturing defects in materials and workmanship. The installation date for each kiosk unit shall be recorded in the equipment schedule.
All replacement parts and labour charges for manufacturing defects are fully covered at no cost to the Client.
Remote diagnostics initiated within 4 hours. On-site response within 1 business day for issues requiring physical intervention.
Most issues are resolved remotely via Tailscale VPN. On-site visit only when remote resolution is not possible.
After the warranty period has expired, the following rates apply for hardware repairs:
| Item | Details |
|---|---|
| Parts | Charged at cost (supplier invoice provided for transparency) |
| Service Charge | Custom per repair incident (covers diagnostics + labour) |
| Response Time | Within 2 business days |
| Quotation | Written quotation provided before any out-of-warranty work begins; Client approval required |
The following are not covered under the hardware warranty and will be treated as out-of-warranty repairs:
Consumable items are not covered under the warranty or maintenance agreement and are the Client's responsibility.
| Consumable | Specification | Cost | Yield |
|---|---|---|---|
| Thermal Paper Roll | 80mm x 80m, BPA-free | ~RM15 / roll | ~500 receipts / roll |
| MOVO-X can supply compatible thermal paper rolls upon request. Alternatively, standard 80mm thermal rolls from any supplier will work. | |||
All MOVO-X kiosks are equipped with Tailscale VPN for secure remote access, enabling MOVO-X engineers to diagnose and resolve most issues without an on-site visit.
Remote diagnostics and troubleshooting are included at no additional charge for all active clients, regardless of warranty status.
Remote services include: system health monitoring, software log analysis, configuration changes, app restarts, OTA updates, and network diagnostics.
When a hardware issue cannot be resolved remotely, an on-site service visit will be arranged. The following charges apply:
Johor Bahru and surrounding areas. Covers travel, diagnostics, and labour (parts charged separately for out-of-warranty).
Kuala Lumpur, Penang, and other states. Exact rate quoted based on distance. Travel and accommodation costs included in the quotation.
If a kiosk repair is expected to take more than three (3) business days, a temporary replacement kiosk shall be provided to ensure uninterrupted clinic operations.
Temporary replacement kiosks are available for clients on the Professional and Enterprise subscription tiers only.
Starter tier clients may request a temporary replacement at a subsidised daily rate (Custom pricing) while their kiosk is under repair.
The replacement kiosk shall be pre-configured with the Client's software profile and ready for immediate use upon delivery.
| Tier | Replacement Coverage | Cost |
|---|---|---|
| Starter | Upon request, subject to availability | Custom |
| Professional | Automatic if repair > 3 business days | Included |
| Enterprise | Automatic if repair > 3 business days | Included |
By signing below, both parties acknowledge and agree to the terms and conditions set forth in this Hardware Repair & Maintenance Agreement.