Dear user, in order to provide a better attention in subjects related to general information of the Program, PCCs, donations and technical support, the following communication channels have been made available for you:
Free-toll national lines: 018000949596 - 018000919273 - 018000919275
Online support: http://18.104.22.168/CPEIM/client.php?locale=sp
Skype User: mat.cpe
Business Hours: Monday to Friday from 7am to 7pm - Saturday from 8am to 5pm – Continuous working day
Technical Assistance Group Service (MAT)
What is it? A service offering technical support and general information about the Program.
Recommendations for the Beneficiary Education Institutions
When equipment arrives to the institution:
Before communicating with the Technical Assistance Group you must have the following information close at hand in case of any problem with equipment (failures, inconsistencies, and missing parts):
Minimum Data to Report a Case
How to execute the warranty?
Before requesting execution of the warranty, it is important that the user is available to receive technical support by the MAT to verify if the failure can be solved.
If after receiving support, the failure remains:
Advisors of the Technical Assistance Group (MAT) verify if the equipment is within the warranty period (See the table below):
|Equipment (refurbished desk PC and laptop)||CRB - CRM - CRC||1 year||Peripherals have warranty only during the first installation in the institution. Warranty repair service may be later authorized only if their transportation is justified.
For example: A CPU or monitor damaged in the institution. Battery of refurbished laptops do not have guarantee.
|New laptop||CRDP||30 months for laptops and 12 months for batteries. All of this for manufacturing defect.||The mouse only has warranty if its transportation with another element is allowed. For instance: a laptop damaged in the same institution.|
|Portable Storage Units - UMA (Cases)||CRDP||24 months. Including contents (steel cables, padlocks, multiple sockets, extension cords).||Elements other than the UMA have warranty only if their transportation is justified. For instance: Polystyrene of the UMA is damaged and an additional padlock is broken.|
|Video beam||CRDP||30 months of warranty for manufacturing defect and one year for the light.|
|Optical reader||CRDP||30-month warranty only for manufacturing defect.|
|Router||CRDP||30-month warranty only for manufacturing defect.|
|Tablet||CRDP||30-month warranty only for manufacturing defect.||
Note: The warranty period begins from the date of installation of equipment in the beneficiary education institution.
According to the failure, MAT advisors authorize the case to be addressed as:
When is it assigned?
When the failure of the equipment is caused by the hard drive, memory and/or power supply or software.
How is it conducted?
A technician goes to the institution to perform the service for the warranty requested (10 business days from the date of visit assignment).
Upon conclusion of the visit, the technician fills in the form of in-site warranty service and it must be signed by the representative of the institution and the technician.
Warranty in the Center
When is it assigned?
When the failure of the equipment is caused by the keyboard, non-generic power supply, processor, monitor or failures in hardware of laptops and tablets.
How is it conducted?
Only for the cases in which the institution is located in hard-to-reach municipalities and communications roads presenting extreme conditions that require special means of water or air transportation, the equipment shall be collected directly in the education institution (after authorization of the MAT).
Warranty transport may be affected by:
Before requesting the warranty, please consider some factors that may cause denial of the service:
For refurbished equipment and laptops:
For New Laptops and Tablets:
Dear user, please consider that a warranty report shall generate a case number in the Technical Assistance Group, which shall allow follow-up of the progress of the service consulting by any of the contact channels previously mentioned.