Basic Support 5 x 9 x NBD
|Global Technical Support||5 x 9 (Monday – Friday 08:00 – 17:00)
Customer may contact CDS by telephone on a 7 x 24 basis to report hardware equipment problems and request advice and guidance on product operational use.
Target response for logging of initial case:
|Onsite Response||CDS sends authorized personnel to customer site to work on a hardware problem after CDS has isolated the problem and deemed Onsite Response necessary.
Timeframe for onsite attendance request is NBD (Next Business Day) following remote problem source identification. (Customer can also request scheduled Deferred Maintenance to meet their Change Control requirements.
|Remote Monitoring||7 x 24
Product Dependant – service only available for specific products. Customer authority and access set up required..
|Return of Defective Parts||Parts replaced due a hardware defect become the property of CDS.|
|Rights to New Releases of Software||Customer is licensed to use software by OEM.
CDS cannot provide new Core Software releases for the equipment being supported due to Original Equipment Manufacturer and end-user licensing restrictions.
|Product Location||Installed products location must be deemed to be "in radius". "In radius" means within CDS Service Area.|
|Product Audit||CDS will perform an audit prior to acceptance onto CDS Product Support to ensure the Designated System is fully functioning, operational and free from any manufacturer reported problems.
If it is determined that steps are needed to restore the applicable product to proper operating condition, CDS will provide a Time and Materials quotation to perform the required remedial activity.