support

Technical support

DEFINITIONS

WTS – WARRANTY TECHNICAL SUPPORT

TSA – TECHNICAL SUPPORT AGREEMENT – PAID SUPPORT

TICKET – a service request submitted on behalf of a customer

WARRANTY TECHNICAL SUPPORT

Customers wishing to use warranty support from TEMPUS must have a valid product warranty or an active software license. Support is available only for versions of the product, whether software or hardware, that are currently supported by its manufacturer.

Warranty support covers the rights set out in a warranty document or contract, or provided by law and/or regulation. Its scope is limited to that specified by the manufacturer of the relevant product and/or the applicable agreement.

(Example: if a storage device such as SSD, HDD etc. fails, the device itself is repaired or replaced. The data, the system and its recovery are covered by additional agreements.)

Technical support is not provided when the product has not been used in accordance with the product documentation supplied to the Contracting Party's Customer, including, but not limited to, user documentation, user manuals and other documentation.

The WTS terms apply whenever warranty technical support is required, unless a Technical Support Agreement (TSA) is in effect between the Customer and TEMPUS.

Transportation costs associated with resolving a warranty claim are NOT included in warranty support and are payable by the Customer, unless otherwise agreed.

Activities related to the use and operation of products, equipment and/or systems integrated by TEMPUS are not included in warranty support and are payable by the Customer, unless otherwise agreed.

TECHNICAL SUPPORT AGREEMENT – PAID SUPPORT

The services listed below are subject to explicit agreements:

  1. All requests for visits and on-site service at the customer's premises
  2. All requests for remote maintenance, adjustments and/or other work.
  3. All requests for diagnostics, configuration, settings, cleaning and analysis services, preparation of reports, and training.
  4. All services related to configuring active/passive equipment, including operating systems
  5. Cases where the End Customer is unwilling or unable to perform customer-specific configurations that are not covered by warranty support.
  6. Changing a software/hardware version at the customer's request, including all associated services and transportation, travel and other expenses. This service applies when a customer requests remote or physical intervention or a visit from us for a problem they cannot resolve after consulting our technical team, or for a problem caused by intervention and changes to the settings or configurations of a product or solution without prior agreement with the TEMPUS technical team.

BUSINESS HOURS

Warranty technical support:
Monday–Friday (excluding public holidays), 09:00–17:30

Technical Support Agreement:

Extended business hours may be available if expressly specified in the Contract

REGISTERING A TICKET (issue/request)

Support from the TEMPUS team is available through a web portal, by email, by telephone or on-site at the requesting Customer's premises. To begin the support process, the issue must be registered, in writing where possible, through the web system or by email. TEMPUS does not provide support by telephone or any other means until it has been requested through one of the channels listed above with the required information.

INFORMATION: To submit a TICKET, the customer must provide:

  1. Current contact details for the person submitting or responsible for the TICKET on the customer's side: name and telephone number are required
  2. Product type (printer, computer system, router, firewall)
  3. Brand and model (and firmware version, if applicable)
  4. Serial number
  5. Proof of license ownership, where required, such as a license key, serial number, ID or other evidence;
  6. A description of the issue, together with the version of the operating system on which the issue with the product was observed
  7. Information about the reported issue: logs, configurations, screenshots, images from the product's management console, error codes or other relevant information.
  8. The support team may ask the customer to provide further details about the reported issue.

TICKET processing

  1. Processing a support request may involve multiple exchanges between the support team and the customer, including remote sessions, telephone calls or on-site visits.
  2. In certain cases, support is provided on-site at the customer's premises. This applies to critical cases or where expressly stated in the Contract between TEMPUS and the Customer.
  3. Once the necessary support has been provided, the customer's TICKET is marked as resolved/completed, or a new TICKET is opened for additional support.

 

TECHNICAL SUPPORT LEVELS AND TIME FRAMES

WARRANTY TECHNICAL SUPPORT (WTS)

Response, service and recovery times

Service is provided in accordance with applicable law and the product manufacturer's terms. The conditions for service are set out in the warranty documents supplied to the customer. The statutory time limit for restoring most products is 30 days. The customer receives a remedy through 1) servicing the product; or 2) if servicing is not possible, replacing it with an equivalent product; or 3) if neither 1) nor 2) is possible, monetary compensation.

Transportation costs, cleaning, preventive maintenance, settings and training are NOT covered by warranty technical support. The customer may request and pay for any of these services at TEMPUS's current rates at the same time as requesting warranty support.

TECHNICAL SUPPORT AGREEMENT (TSA)

Response time:

  • The technical consultant begins processing the TICKET within the time limit specified in the RESPONSE TIME section. The work is performed through remote access, with an on-site visit only in exceptional cases.
  • Time spent waiting for a response from the customer after a proposed solution or a request for assistance is not counted
  • If a customer has been sent a solution, a request for assistance or a proposed solution and has not responded for more than 48 hours, a reminder is sent asking for an update on the ticket's status.
  • If the customer does not respond within 24 hours of the reminder, the staff member closes the support task.

Time for servicing/system recovery:

  • This is the time within which the product or system will be restored to working order.
  • The time frames, measures and action plan are specified in each individual Contract

Warranty and/or paid support provided is documented in a Service Report issued automatically or manually. The report records the date, location, product concerned and a brief description of the work performed. It is sent by email or signed by the people who prepared it.

Work performed under non-warranty (paid) support and documented in a Service Report is charged at TEMPUS's current rates.

If the customer has not explicitly stated their position within 3 business days of receiving the report, the services described are considered accepted and an invoice is issued for them.

If the services are rejected, a TEMPUS representative will contact the customer to clarify the circumstances and the reasons given. Where necessary, additional work will be agreed upon and carried out, after which a new report will be prepared and sent to the customer for confirmation.

Only the authorized persons named in the Contract in effect between the parties may request paid support on behalf of the customer.


TEMPUS'S LIABILITY for the products and services offered

TEMPUS is not liable for the loss of customer data resulting from the implementation of one or more products, or for data loss resulting from configuration, troubleshooting, defining policies, applying settings or other activities related to installing and configuring the products. Backing up all important information is recommended before implementing information security solutions.

The products contain specific configurations, logs, reports or other information that TEMPUS is not obliged to retain or back up, unless otherwise agreed in writing.

Procedures required to put software and/or hardware into operation, as well as routine maintenance, may interrupt connectivity within and outside the Customer's organization. TEMPUS performs these operations only after approval from a representative of the Customer.

As of: 11.03.2020