SOFTWARE MAINTENANCE AND TECHNICAL SUPPORT


Overview

Skyonair Technology offers a premium 24 x 7 x 365 Customer Support programme as a supplementary addition to the standard Annual Software Maintenance & Technical Support (ASM&TS). Skyonair Technology can provide On-site Service, Training and Consulting at the current published charge-out rates.

Prerequisites

Fully paid-up Annual Software Maintenance & Technical Support (ASM&TS) that is valid for the period of this contract is mandatory for this contract to be valid. This contract overrides the support and response times mentioned in the separate ASM&TS which is applicable when 24/7 support is not taken

Costs

It is accepted that the costs for the Annual Software Maintenance and Standard Technical Support (ASM&TS) has been fully met by the Client to enter into the 24/7 Support Contract.

Service Support Options
24/7 Contract

On-line live technical support - LiveChat - 24/7, SLA applicable Email technical support - 24/7, SLA applicable Telephone technical support - 24/7, SLA applicable Severity 1 Critical Issues - SLA applicable Severity 2 Non-Critical Issues - SLA applicable Software Upgrades - Fixes, Patches and Software Upgrades are Available

AM&TS - Contract (Mandatory in 1st Year and Renewable Yearly Contract)

On-line live technical support - LiveChat - 09:30 - 18:00 British Local Time - Monday to Friday - Excluding weekends and Bank holidays Email technical support - 09:30 - 18:00 British Local Time - Monday to Friday - Excluding weekends and Bank holidays Telephone technical support - 09:30 - 18:00 British Local Time - Monday to Friday - Excluding weekends and Bank holidays Severity 1 Critical Issues - Answered within 24 hours Severity 2 Non-Critical Issues - Answered within 48 hours Software Upgrades - Fixes, Patches and Software Upgrades are not Available

Support process

During office hours this call will be handled directly by the Skyonair Technology Customer Support team. Outside office hours the call will divert to the Skyonair Technology 24/7 Global Customer Support Centres. Normal hardware warranties apply. If a returned component is covered by the manufactures warranty and it is exchanged FOC to Skyonair Technology, then no further charges will be passed on to the Customer. However if after diagnostics the component is not covered by the manufactures warranty, then the Customer will be billed the full amount of the replacement component. Shipping to and from Skyonair Technology is for the Customer’s account. NOTE 1: All requests for Support must be by sending a full report to Skyonair Technology that consists of 1. Skyonair Doctor Report log file, 2. Description of the fault or Issue in words and 3. A Screen Grab of the fault, Skyonair Technology will remotely access the server to rectify the problem based on the Service Level Table . Failure to send the required report may slow down the error correction process. NOTE 2: Any faults that are due to incorrect operation of PSkyonairTechnology Servers or Software that are due to, but not limited to, playing unsupported file formats, playing non quality tested content, altering of any settings in the servers or software, viruses on the servers etc. that result in any failure of the systems or software will not be covered under this agreement and Skyonair Technology may optionally charge for any error correction or repair. NOTE 3: This agreement does not cover any faults that have been determined by Skyonair Technology that will require a visit to site to make the necessary repairs to restore normal service. Any such fault will be reported to the client and any repair costs will be agreed before making any repairs

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