TECHNICAL SUPPORT AND MAINTENANCE POLICY

Computer Express’ Support Policy covers the hardware for which the customer has purchased that carries a support policy or a Support Policy upgrade that has been purchased by the customer . This coverage outlined in this Policy does not include any adaptations or modifications made by the Customer to the hardware.

 

Definition of Technical Support Services

 

Under the Standard Technical Support Services Policy, customers will be provided with the following technical support services:

Telephone Support: Computer Express will provide telephone access to Customers currently covered by Technical Support during Normal Business Hours. Normal Business Hours are between 9 a.m. to 6 p.m. (CST), Monday through Friday, excluding holidays. Telephone support is provided by Technical Support Engineers.   The number to reach the Technical Support Engineers is 210.490.4700.

Email Support: Customer may request support via email by directing their query to: service@cetx.com .

 

On-Line Services:  Computer Express provides access to a World Wide Web page that displays knowledgebase

      designed to provide Customers with general information about  the use and operations of Computer Express

       products and the ability to submit Technical Support Cases via the web page.

 

Reporting of Cases to Technical Support Department

 

All inquires to technical support must be made by one of the Customer’s contacts. Technical Support Cases will generally fall into three categories:

 

Technical Assistance: Questions about product usage and installation that do not result in registration of a Product Defect.

Product Defect: The customer encounters behavior that is contrary to the documented behavior of the product.

Computer Express cannot provide extended consulting services through the Technical Support organization as part of the Technical Support Policy. Computer Express does have a consulting organization to assist Customer in project planning, installation, integration, and programming.  Computer Express reserves the right to advise Customers to use the consulting organization for additional assistance in resolving issues that fall outside the scope of Technical Support. In the event the customer chooses to use these consulting services, these services would be subject to the then current Consulting fees. Customers should contact their Computer Express Sales Representative regarding availability and purchase of such services.

 

All case reports to Computer Express Technical Support Department shall include the following:

·          The name of the organization or individual that purchased the Computer Express System.

·                     Platform on which the Computer Express Systems product is running.

·                     The serial number of the machine.

·                     A purchase order or Invoice number that the Computer Express System was purchased on.

·          A full description of the problem and expected results.

·         Any special circumstances surrounding the discovery of the error.


 

Computer Express will work with the Customer to assign the appropriate priority to all reported Technical Support Cases based on the following criteria:

Priority

Conditions

 

 

 

Priority A

 

 

 Priority B

 Priority C

 Critical business impact. The Customer has a complete loss of service and work cannot

reasonably continue.   A Priority 1 may be assigned to a case that results

in the inability to use a mission critical application.

 

 

Some business impact. The problem seriously affects the functionality of the hardware, but can

be circumvented so that the hardware can be used; or implies that a program or functions remain

unaffected; or that the product as a whole functions but that a certain function is somewhat

disabled, gives incorrect results or does not conform to the specifications.

Minimal business impact. The Customers can circumvent the problem and use the system with

only slight inconvenience. The error can be considered insignificant and has no significant effect

on the usability of the software. This priority is also used for questions, comments, and requests for

enhancements to the hardware.

 

For all reported cases, Computer Express’ response goals are as follows:

Response Level*

Acknowledgment

Response

A

2 business hours

4 business hours

B

4 business hours

1 business day

C

1 business day

3 business days

 

All times stated are business hours and do not include weekends, evenings or holidays. Support hours are 9 a.m. to 6 p.m., Monday through Friday.

Acknowledgment Time is the amount of time between when the Customer reports the case to Computer Express via phone, voicemail, email, or WWW, and the time that the Customer is given an identifying case number.

Response Time is the elapsed time until a technical support engineer is assigned and actively working on the case.

Maintenance Costs

 

Labor Description

Part Number

Cost per Hour

Depot Hardware/Software Repair

SHOP

$70.00

Onsite Hardware/Software Repair

ONSITE

$100.00

Network Repair

NWLABOR

$125.00

Notebook Depot Repair

SHOPNB

$85.00

3Yr Limited Software Support

SHOPSS

$199.00

PC Delivery & Setup

SHOPDS

$100.00

PC Delivery, Set-Up and 1HR Basic Training

SHOPDST

$179.00

 

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