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Premium Support 7 x 24 x 4Hr.

Service FeatureDescription
Global Technical Support 7 x 24
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:
  • Telephone – live transfer or 30 min call back
CDS will provide telephone or other electronic media Product assistance and advice and guidance on the operational use of the supported hardware and associated Core software.
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 4 hour following remote problem source identification. (Customer can also request scheduled Deferred Maintenance to meet their Change Control requirements.
Remote Monitoring 7 x 24
Product Dependent – 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.
Installation of Equipment Operating Environment Software (Core Software) Releases & Updates CDS will assist with the installation of new Core software releases/updates when officially provided by the OEM to the licensed end-user.
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.

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