Fluke Network Router manual Support Hours, Response Times, Exceptions to Support Services

Page 9

User’s Guide – version 1.6

NetWatch

Schedule

Support Services

1.Support Hours

The Support Hours during which Fluke shall supply the Support Services shall be between 9.30am and 5pm on Working Days.

2.Support Services

Fluke shall provide You during the Support Hours with:

2.1.technical advice and assistance by telephone, facsimile, e-mail or other electronic means as shall be necessary to resolve your difficulties and queries in relation to the Product and the Updates which You may require;

2.2.an error correction and problem solving service as follows:

if You shall discover that the then current supported version of Product fails to conform with any part of the description of the Product provided to you by Fluke then Fluke, on receiving notification of the error, shall use its reasonable endeavours to:

2.2.1diagnose and resolve the reported error or problem; and

provide the required solution to remedy or correct the error or problem; and

2.2.3provide You with all assistance reasonably required by You to enable You to implement the error correction supplied as soon as possible; and

2.2.4correct errors by “fix” where Fluke, in its sole discretion, considers such to be appropriate.

2.3Response times to technical advice and assistance queries and reported errors and problems are set out in clause 3 below.

2.4Remote connection support shall only be provided by Fluke in the event that telephone, fax or email support does not resolve a problem.

3.Response Times

3.1In the event of any problem arising in relation to the Product’s installation and functioning, Fluke shall respond within 8 Support Hours after the logging of such an incident by You provided that the incident was logged by You during normal Support Hours. Fluke shall in turn endeavour to resolve the problem as soon as possible.

4.Exceptions to Support Services

4.1The Support Services described in clause 2 of this shall not include service in respect of:

4.1.1defects or errors resulting from any modifications of the Product or Updates made by any person other than Fluke;

4.1.2incorrect use of the Product or Updates or operator error;

4.1.3any fault in Your hardware, computer equipment or in any programs used in conjunction with the Product or Updates; or

4.1.4defects or errors caused by the use of the Product or Updates on or with equipment or programs not approved by Fluke.

9

Page 8 Page 10
Image 9
Page 8 Page 10
Contents NetWatch Software License Agreement Other Restrictions Termination User’s Guide version NetWatch Support Services DefinitionsSupport Charges Supplier’s Undertakings Undertakings by YouLimitation of Liability and indemnity Intellectual Property RightsMiscellaneous Confidential Information and SecurityExceptions to Support Services Support HoursResponse Times Contents Reporting System Security Installing NetWatch Key Product FeaturesIntroduction OverviewArchitecture Overview Accessing the User InterfaceNetWatch Monitoring System NetWatch Database Alerting SystemWeb Front-end Global System Settings NetWatch ConfigurationSpecifying Devices Setting up a DevicePing Select Service TypesTCP Port Test Snmp Interface TestDiscovery AlarmsEditing Devices Editing ServicesData Archiving Enabling Data ArchivingDisabling Data Archiving NetWatch Visualisation Managing Visual BackgroundsVisual Backgrounds Supplied with NetWatch Drawing the Visual Click Add NodeTo add an action to a Node\Link Select Description Alignment Using a NetWatch VisualView Traffic between 2 Nodes Node Colour Code SystemLink Colour Code System Alerting System How NetWatch Alerting WorksWhat Can Trigger an Alert? Receiving Alerts Web Based ReportsSyslog Setting up Alert Controllers Email RecipientSyslog Recipient Reporting System Syslog Messages Syslogs Configuring Devices to Send Syslogs to NetWatchSyslogs and NetWatch Enabling Syslog ReceptionUtilities Setting up a licence LoadManual Status How NetWatch services work Services, Discovery and PollingSnmp Interface Test service DiscoveryPage TCP Port Status service Receive Snmp Notifications service Ping Response Test serviceConfiguring services Response Time GraphingSecurity Levels of SecurityEnabling Security MIBs Appendix a SnmpOIDs CommunitiesNotifications Windows snmptrap.exe serviceWindows Windows NTFurther Information Configuring Snmp on a Cisco RouterUser’s Guide version NetWatch Appendix B NetWatch And IIS Page Appendix C Integrating Netwatch and Netflow Tracker Discovery Methods Appendix D Auto DiscoveryIP Address Range Filters JspSmartUpload MySQL Jakarta Tomcat Appendix E Third Party Software
Top Page Image Contents