Technical Support Policy

ION HEAT guarantees the provision of Technical Support Service with the diligence and professional skill standard in the industry. Leveraging our manufacturer know-how, we make our team of experts available to ensure optimal equipment performance.

• Level 1: Help Desk. Gathers information about equipment malfunction through virtual meetings and remote system access. Managed by a senior ION HEAT engineer, it provides fault diagnosis and basic remote adjustments.

• Level 2: Service Desk. Addresses and resolves issues not covered at Level 1.

• Level 3: Advanced Service. Focuses on additional engineering solutions to enhance specific processes or add new functionalities. Managed by the ION HEAT Design and Engineering team.

Phone support, chat, virtual meetings, remote access, and on-site visits (restrictions apply).

Technical Support Service operates Monday to Friday, from 7:00 a.m. to 4:00 p.m. (GMT-5). Assistance outside these hours can be arranged by prior agreement/availability/scheduling.

Our senior engineering team commits to providing priority attention within the first 24 hours after a Level 1 service (Help Desk) is initiated to gather information and diagnose the problem. Issues requiring additional diagnosis, escalation to a higher support level, or improvement requests must be agreed upon in advance with the post-sale leader: budget and schedule.

ION HEAT may change components, parts, or configurations as long as they provide equal or better performance.

ION HEAT commits to resolving support requests as quickly as possible with the highest quality. Once resolved, the request will be closed. If there is no response after three contact attempts within three business days, the request will be automatically closed.

ION HEAT will reopen previously closed requests if the problem recurs within 30 calendar days and the client notifies us.

For repairs, costs will be calculated based on the problem's complexity. The quotation will be sent in writing and must be approved by the client before service begins. ION HEAT may charge the client for unforeseen expenses such as subsistence, real travel expenses, and current expenses, but will not incur costs without the client's prior written approval.

• Accessories, supplies, and structural parts.

• Parts and subsystems damaged by misuse, accident, modification, inappropriate operating environment, or maintenance by unauthorized personnel.

• Unauthorized alterations by ION HEAT.

• Failures caused by third-party intervention.

By using the Service, the customer accepts the Technical Support Service terms and authorizes ION HEAT and its partner companies to store, use, and process contact information such as names, phone numbers, addresses, email addresses, and data necessary to proceed with the service, in accordance with the Company's Terms + Conditions published on this site.

In any action arising during the provision of the Technical Support Service, neither party nor its affiliates will be liable to the other party or its affiliates for any of the following, even if advised of their possibility and whether arising in contract or tort (including negligence) or otherwise: (a) third-party claims for damages; (b) loss or damage of data; (c) special, incidental, indirect, or punitive damages; (d) or loss of profits, business, revenue, goodwill, or anticipated savings.

The ION HEAT Post-Warranty Technical Support Service is governed by Colombian law. Therefore, disputes arising from this service will be resolved before the ordinary courts of the Republic of Colombia.