At Mitkan Gan, our work does not end with supply and installation. Every project has one clear point of contact throughout its years of use — for maintenance, fault handling and spare parts.
This charter gives customers a clear, professional and accessible framework for ongoing equipment care — from reporting through repairs, preventive maintenance and a safe return to use.
Every item of equipment we supply and install carries a three-year warranty (36 months), starting from approval by the Standards Institution of Israel or the manufacturer's declaration, whichever is earlier.
The warranty covers manufacturing defects in equipment components. During the warranty period, we undertake to repair covered defects at no cost to the customer, subject to the conditions below.
To ensure safe, professional support over time, please observe the following conditions:
Beyond defect coverage, our service support aims to reduce downtime and keep equipment safe, operational and inviting.
Our service team operates under a service-level agreement (SLA), providing an initial response within 48–72 hours of the report, according to fault severity and the service agreement terms.
Proactive on-site inspection and maintenance rounds identify wear and defects early, before they become faults or hazards.
Original spare parts are available for repairs and replacements, including consumable components not covered by the warranty, helping reduce downtime.
Under Israeli Standard SI 1497 Part 2, the equipment owner is responsible for its ongoing condition and routine maintenance. This includes weekly visual inspections, monthly operational inspections and retaining documentation for at least seven years. We can help meet these requirements through an accompanying service and maintenance agreement.
A simple, clear reporting process helps us begin handling your request promptly.
Specify the site and equipment location, describe the fault and attach photographs or relevant documentation.
The service team assesses the request and contacts you within 48–72 hours, depending on severity and during business days.
Following diagnosis, we arrange a visit, repair or spare parts supply and follow the process through to completion.
Report a fault, arrange a maintenance visit or ask about warranty coverage for specific equipment.
This charter summarises the service and warranty principles. In the event of a conflict, the specific warranty certificate and service agreement supplied to the customer prevail.