PRO SERVICE DESCRIPTION

NOTE: Due to the transfer of the Olympus imaging business with effect as of 1 January 2021, the imaging business will be seamlessly continued by OM Digital Solutions GmbH (press release: https://www.olympus-global.com/news/2020/contents/nr01839/nr01839_00000.pdf). This will not have any impact on Olympus' service obligations, which have accrued prior to such date; such service obligations under this Pro Service will be processed by OM Digital Solutions GmbH for Olympus.

The following Service Description applies to your PRO Service and all the services provided to you under your PRO Service subscription ("OPS"). OPS and all the services related to it are provided by OM Digital Solutions GmbH ("OM Digital Solutions").

1. Country Availability

The  PRO Service is only operated in the following countries: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, the Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, the UK, and Ireland.

Restrictions:   PRO Service is not operated in following areas:  Gibraltar, Jersey, Guernsey, Isle of Man, Shetlands, Orkneys, Outer Hebrides, Malta, Canary Islands, Ceuta, Melilla, Aland Islands, Martinique, Guyane, Guadeloupe, Saint-Martin, Saint-Bathelemy, Polynesie Francaise, Mayotte, La Reunion

2. Language Availability

Phone support and e-mail support are available in the following languages: English, French, German, Portuguese and Spanish.

The MyOMSYSTEM user interface is available in the following languages: English, French, Dutch, German, Polish, Finnish, Nordic, Danish, Swedish, Portuguese and Spanish. Your language is assigned automatically according to your set country of residence.

3. Term of Service Agreement

With OPS level Standard Plus, the term of your enrollment in the programme is determined by the lifecycle of your qualifying OPS equipment.

With OPS level Advanced or Elite, the initial term of your enrollment in the programme is one (1) year or two (2) years or three years (3) according to the purchased agreement lifespan. It starts on the date on which you accept the Terms and Conditions and activate the OPS agreement in MyOMSYSTEM.

4. Product Eligibility

OM SYSTEM OM-1 and OM-1 Mark II, and Olympus OM-D E-M1 Mark III, OM-D E-M1 Mark II, OM-D E-M1X and M.Zuiko Digital lenses.

5. PRO Support:

5.1 MyOMSYSTEM Recognition Badge

Your online OPS badge will be displayed in MyOMSYSTEM

5.2 Designated Phone Hotline

You can access customer support via a dedicated freephone number in the countries where OPS is available. This line is available from Monday to Friday, 9am to 8pm CET (excluding observed bank holidays and periods where unavailability is due to circumstances beyond OM Digital Solutions' control).

5.3 Express E-mail Support

You can access dedicated e-mail support available from Monday to Friday, 9am to 8pm CET (excluding OM Digital Solutions' observed holidays and periods where unavailability is due to circumstances beyond OM Digital Solutions 's control).

Availability:

OPS Standard Plus: Within 1 business day from the time of receiving the customer query, to the e-mail address from which the query was sent.

OPS Advanced: Within 0.5 business days from the time of receiving the customer query, to the e-mail address from which the query was sent.

OPS Elite: Within 0.5 business days from the time of receiving the customer query, to the e-mail address from which the query was sent.

5.4 Check & Clean Event Access

Check & Clean Service is provided during selected events that take place at the Repair Facility location, either within the framework of OM Digital Solutions events or OM Digital Solutions dealer events.

The Check & Clean Service normally includes the following steps:

• A functional  equipment check

• A camera sensor check

• Exterior equipment cleaning

Availability:

OPS Standard Plus: According to the availability of technicians and traffic

OPS Advanced: According to the availability of technicians and traffic

OPS Elite: Priority access according to the availability of technicians and traffic

You may be asked for proof of your PRO Service subscription at the event at which you submit your equipment for the Check & Clean Service. You can either show your MyOMSYSTEM recognition badge on your smartphone or a printout.

6. PRO Repair Plan:

Your PRO Repair plan should be used in the event that your photographic equipment is not performing as usual, if you are experiencing defective behaviour or if there is a physical defect on your device.

All equipment submitted for repair must be owned by the OPS customer with a valid OPS agreement in place at the time of the PRO Repair plan request.

Physical proof of purchase of all equipment submitted for PRO Repair must be delivered together with the equipment submitted for repair.

Your PRO Repair plan should be initiated by calling the PRO Support designated phone hotline or via your MyOMSYSTEM user account, where additional information about our repair service can be found.

6.1 Express Repair Shipping 

Availability:

• OPS Standard Plus: Standard shipping

• OPS Advanced: Normally on the next business day. Additional charges or delays may apply if customer uses OPS Express Shipping for more than 1 body and 3 lenses or for other products not eligible for OPS.

• OPS Elite: Normally on the next business day. Additional charges or delays may apply if customer uses OPS Express Shipping for more than 2 bodies and 6 lenses, for other products not eligible for OPS or for a different purpose than the PRO Repair plan.

Please note that shipping on the next business day may not be available in all areas.

This service is only available when arranged and coordinated with OM Digital Solutions' directly.

6.2 Non-warranty Repair Price Advantage (“Discount”)

The price advantage will be applied to OM Digital Solutions  standard price of parts and labour for any out-of-warranty repairs on products eligible for OPS and performed by an OM Digital Solutions  repair facility on your OPS-eligible products that are deemed by OM Digital Solutions , in its reasonable discretion, to be repairable.

Availability:

• OPS Advanced: 10% discount on repairs for eligible products; restrictions may apply.

• OPS Elite: 20% discount on repairs for eligible products; restrictions may apply

Restrictions:

• OPS Advanced: Maximum 1 body out-of-warranty repair and 3 lenses out-of-warranty repairs per 1 year of activated OPS agreement.

• OPS Elite: Maximum 2 body out-of-warranty repairs and 6 lenses out-of-warranty repairs per 1 year of activated OPS agreement

6.3 Fast-lane Repair

Repair Turnaround Time “RTT” does not include transportation time.

For non-warranty repairs RTT initiates as soon as OM Digital Solutions receives payment for the approved repair or all the details related to the repair are confirmed by both OM Digital Solutions  and the customer. For warranty repairs, RTT is subject to the availability of spare parts.

Before or during the repair process we may ask customer to provide details about fault needed for repair. The time for fault detection is excluded from RTT. RTT is only counting when the fault is found and PRO Service Technician gets all details needed to perform the repair.

Availability:

• OPS Standard Plus: 5 business days Repair Turnaround Time (“RTT”)

• OPS Advanced: 3 business days Repair Turnaround Time (“RTT”)

• OPS Elite: 3 business days Repair Turnaround Time (“RTT”)

Restrictions:

• OPS Advanced: Maximum 1 body and 3 lenses per one PRO Repair request. Additional delays will apply if the customer requests the PRO Repair plan for more than 1 body and 3 lenses or for different products that are eligible for OPS.

• OPS Elite: Maximum 2 bodies and 6 lenses per one PRO Repair request. Additional delays apply if customer requests PRO Repair plan for more than 1 body and 3 lenses or for different product than those eligible for OPS.

6.4 Repair Coverage Camera Loan

Availability:

• OPS Advanced customers are entitled to request the loan of a replacement camera in the event that the 3 business days Repair Turnaround time is not met by OM Digital Solutions. A PRO Support specialist will contact the customer to arrange this loan as soon as the repair facility has identified that the item will take longer than expected to repair.

• OPS Elite customers are entitled to request the loan of a replacement camera for the complete repair time. Call your PRO Support designated hotline when booking a repair or simply ask about a loan when submitting your camera for repair using MyOMSYSTEM, and we will get back to you.

6.5 Firmware Update and Camera Settings Backup

Where new camera firmware is available, it will be uploaded during the PRO Repair plan.

The repaired camera will be returned with the same settings as when it was delivered for repair.

Please note that occasionally the Firmware update and Camera Settings Backup cannot be performed in parallel. In this case, OM Digital Solutions will reset your camera settings and deliver the repaired camera with default settings implemented.

7. PRO Yearly System Maintenance Plan:

PRO Yearly System Maintenance is a yearly inspection service operated at the OM Digital Solutions central repair facility.

Your PRO Yearly System Maintenance plan can be arranged by calling the PRO Support designated hotline number or submitted via your MyOMSYSTEM user account. Additional information on this maintenance service can also be found on the MyOMSYSTEM website.

The customer is responsible for delivering the equipment for the PRO Yearly Maintenance plan, after making arrangements with PRO Support team.

Availability:

• OPS Advanced: Once per year of active OPS agreement.

• OPS Elite: Once per year of active OPS agreement.

Restrictions:

• OPS Advanced: Maximum 1 body and 3 lenses per 1 year and 1 request. Additional charges will apply if the customer requests maintenance for more than 1 body and 3 lenses or for different products than those eligible for OPS.

• OPS Elite: Maximum 2 bodies and 6 lenses per one PRO Repair request

Additional charges will apply if the customer requests maintenance for more than 2 bodies and 6 lenses or for different products than those eligible for OPS.

One PRO Yearly System Maintenance plan includes the following operations:

• Camera and lens diagnostics

• Camera sensor check and cleaning

• Camera image stabilizer check and adjustment

• Camera resolution check and adjustment

• Camera shutter test and adjustment

• Lens test and calibration

• Camera firmware update*

• Camera settings backup*

• Worn cosmetics spare part exchange**

• Check manual & auto focus

• Camera and lens exterior cleaning

* Please note that occasionally the Firmware update and Camera Settings Backup cannot be performed in parallel. In this case, OM Digital Solutions will reset your camera settings and deliver the repaired camera with default settings implemented.

**Limited to the following spare parts:

• Hot Shoe Cover

• Flash Syncro Cover

• Strap Ring Cover

• Strap Ring

• Interface Cover HLD-9

• Eye Cap

Last Update: [January 2021]