Professional Services

Technical Phone Support

Unless optional 24x7 coverage is purchased, technical phone support is provided Monday to Friday, 8:00 AM to 5:00 PM, local time. For locations outside of the United States hours of coverage may vary.

Other Limitations

• Public holidays in each country where the services are rendered are excluded for standard hours of coverage. Hours outside the standard hours of coverage are to be excluded when determining the response time required of Digi-Data, unless optional 24x7x365 coverage has been purchased.
• Digi-Data does not guarantee the frequency or quantity of Software Updates for any given Software.
• Digi-Data may issue a Software Update that also requires a hardware upgrade in order to utilize new functionality of the Software. Any such hardware upgrade is not covered. Customer may purchase the hardware upgrade at the price set forth in the then-current Digi-Data Price List, less applicable discount (if any).
• All service variations masy not be available in all locations. Availability of Software Updates may be restricted to some countries due to export or other regulations. This may occur where a Software Update contains third party code which has export restrictions to certain countries. Where export restrictions occur the Software Update will not be supplied to the particular Site Location.
• All Software Updates provided pursuant to this Service Offering shall be governed in accordance with the terms and conditions of the Software license agreement, which accompanied the original Software licensed.
• Technical Support does not include step-by-step installation instructions.

Software Updates Service

Description

Software Updates Service entitles Customers to access all Software Updates (including related release notes) that are released for the products listed on the Customer Information Document(s). The Service is provided for single site installations, multi-sites in the same country or over several country boundaries.

Customer is entitled to access all Software Updates (including related release notes) that are released for products identified in the Customer Information Document. All Software provided pursuant to a Service Offering will be governed under the same terms and conditions as set forth in the license agreement accompanying the original Software licensed by the Customer. Customer has the right to duplicate both the Software and documentation for its own internal use, in quantities equal to the number of units of Equipment and/or Software specified in the Customer Information Document provided that all copyright, trademark, and other proprietary rights notices are also reproduced in the same form and manner as on the original media provided.

Service Responsibility

• Provide Customer with a contract number and unique password that enables access to a protected area of Digi-Data World Wide Web site.

Obligations of Customer

• Unless instructed otherwise by Digi-Data, complete a Customer Information Document for each Site Location which requires Service.
• When a Software Update is desired, download such Software Update in accordance with instructions.

Limitations

• Individual Software bug fixes that have not been incorporated into a Software Update are not a part of this Service
• Digi-Data does not guarantee the frequency or quantity of Software Updates for any given Software. Digi-Data reserves the right to distribute Software Updates on any media type.
• Digi-Data may issue a Software Update that also requires a hardware upgrade in order to utilize new functionality of the Software. Any such hardware upgrade is not covered by the Software Update Service. Customer may purchase the hardware upgrade at the price set forth in the then-current Digi-Data Price List, less applicable discount (if any).
• Availability of Software Updates may be restricted to some countries due to export or other regulations. This may occur where a Software Update contains third party code which has export restrictions to certain countries. Where export restrictions occur the Software Update will not be supplied to the particular Site Location.
• All Software Updates provided pursuant to this Service Offering shall be governed in accordance with the terms and conditions of the Software license agreement which accompanied the original Software licensed.
  

NEXT BUSINESS DAY SUPPORT

Advance Hardware Replacement

Customer is entitled to receive advance replacement of hardware Product prior to Digi-Data receiving the faulty item. Hardware will be shipped to arrive at the Customer site within the period of time as specified in the Welcome Letter. Within fifteen (15) calendar days of the issuance of a Return Material Authorization (RMA), Customer shall return the inoperable unit or subassembly to Digi-Data. In the event the unit or subassembly is not returned in the above period, or is returned in an unacceptable condition, as defined in Section 5 of the Terms and Conditions, Customer shall pay the list price per unit as stated in the then-current Digi-Data price list. Customer's failure to pay the price or return Equipment promptly will result in the suspension of Services by Digi-Data.

If, during any one (1) year period, more than fifteen percent (15%) of the units or subassemblies returned to Digi-Data for replacement are diagnosed as No Trouble Found, Customer may be charged a fee of five percent (5%) of the then-current list price of the actual unit or subsequent product (where the actual product is obsolete) for each unit or subassembly returned after the fifteen percent (15%) threshold has been reached, not including the unit whose return results in meeting the fifteen percent (15%) threshold. Digi-Data will provide written notification to Customer in the event it intends to apply the fee identified in this paragraph.