Fluke Computer Accessories manual Schedule Support Services, Support Hours, Response Times

User’s Guide – version 3.5 NetFlow Tracker

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 Schedule 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.

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