CHRISTIE ONSITE AGREEMENT

Transcription

1 CHRISTIE ONSITE AGREEMENT EFFECTIVE FEBRUARY 1 ST,

2 Christie ONSITE Agreement is a bespoke onsite call to repair service providing Customers access to a team of Christie engineers who will troubleshoot Christie products to help return them to operating condition within a specified time frame from the initial service request. Customers have the flexibility to choose between the service level options featuring different call-to-repair times and with or without the support of advanced replacement Christie products. Service features include; Access to online support information Christie provides Customers access to certain commercially available and proprietary web-based service tools and support documents normally restricted to Christie resellers. The Customers has access to; o Selected Christie software and firmware patches. o Subscribing to proactive service notifications. o Expanded web-based searches of technical support documents. o Christie proprietary diagnostic and configuration tools. o Web based tools for submitting questions directly to Christie s Emergency Response Team. Remote Problem Diagnosis and Support When the Customer experiences a problem and reports it to Christie Technical Services via the designated Christie support telephone number or address, Christie Technical Services will first attempt to remotely troubleshoot, remedy and resolve the problem with the Customer. Problems can be reported to Christie Technical Services via telephone or , as locally available, 16 hours per day, 5 days per week. Christie will acknowledge receipt of the service request and notify the appropriate response agent. Christie retains the right to determine the final resolution of all reported problems. Under extended RPDS option Christie Technical Services team will respond to enquiries 7 days per week. Under extended RPDS option Christie Technical Services team member may initiate and perform remote diagnostics across a computer network to facilitate remote problem resolution Onsite Support For technical hardware issues that cannot, in Christie s judgement, be quickly resolved remotely, a Christie engineer or Service Provider is sent to the Customers site to provide onsite technical support for covered product(s) to return them to operating condition. For certain Christie products, Christie may, at its sole discretion, elect to replace such products in lieu of repairing them onsite. Christie replacement products are new or equivalent to new in performance and are provided as part of Christie Advanced Replacement Products policy. Permanently replaced products become the property of Christie. Additionally Christie may install available engineering improvements to help the Customers ensure the proper operation of Christie products and maintain compatibility with Christie products, replacements parts, firmware and software. The installation of engineering improvements is not part of the call-to-repair time commitment unless agreed and will be billed at normal service day rates.

3 Choice of call to repair time Call-to-repair time refers to the period of time that begins when the initial service request or alert is recorded and ends with Christie s determination that the Christie product(s) is repaired. All call-to-repair times are subject to local availability and in some locations is offered via a Service Provider. Contact your Christie account manager or local Christie Technical Services team for further details. For critical problems with covered Christie product(s) that cannot be quickly resolved remotely, Christie will use commercially reasonable efforts to return the covered Christie product(s) to operating conditions within a specified time period of the agreement from the initial service request to Christie Technical Services or where product is monitored by Christie s Network Operations Centre the first logged alert. Repair is considered complete upon Christie verification that the Christie product(s) malfunction has been corrected or the Christie product(s) has been replaced. Verification by Christie may be accomplished by the completion of power-on self test, standalone diagnostic or visual verification of proper operation. At its sole discretion Christie will determine the level of testing necessary to verify the Christie product(s) is repaired. Christie may temporarily or permanently replace Christie product(s) in order to meet repair time commitment. Christie replacement products are new or equivalent to new in performance and are provided as part of Christie Advanced Replacement Products policy. Permanently replaced products become the property of Christie. It will take 30 days from the time this service is purchased to set-up and perform necessary audits and processes before the call-to-repair time commitment is in effect. During this initial 30-day period and for up to an additional five business days after the audit is complete, Christie will provide a 72-hour onsite response time Christie Standard call to repair response time is next business day from once it has been established through RPDS that a Christie Engineer or Service Provider is required to attend site, The next business day (8 hours). Customers may choose to extend the terms of the call to repair commitment to same business day. Choice of coverage window Onsite service is delivered as standard Mon to Fri 08:30 17:00 excluding public holiday Under our extended option Christie Technical Services can provide onsite services outside of its standard hours 7 days per week 364 days per year. Work to Resolution Once a Christie Engineer or authorised agent arrives at the Customers site, they will continue to deliver the service either onsite or remotely, at the discretion of Christie, until the Christie product(s) recommended maintenance routine is performed. Work may be temporarily suspended if additional products, parts, materials or resources are required, but work will resume when they become available. Dedicated Service inventory Christie holds critical replacement products, parts and materials are various centralised locations across EMEA, Christie Branch Offices and Authorised Service Centres.

4 To support Christie s call-to-repair time commitments, an inventory of critical replacement products, parts or materials can be guaranteed as part of the service level agreement at the Customers request or required by Christie to meet some call-to-repair service levels. This inventory is stored at a Christie facility and maintained by Christie Technical Services to ensure that the either the latest or most appropriate versions of product, parts, materials, firmware and software are on hand to support the Customers Christie product(s). Customers or Partner can elect to extend their terms of the Onsite Agreement to include critical service parts inventory, guaranteed to be available for a Christie engineer or service provider to bring to site during the first intervention. The Customers and Christie will agree the system critical components specific to site and each Christie product they wish to support as part of an annual agreement. Choice of advanced replacement Christie products Chargeable Option on a per system per site basis Customers can elect to extend their terms of the Onsite Agreement to include a supply and installation of a loan replacement Christie Product to guarantee system availability in the event of failure Escalation management Christie Technical Services has established formal escalation procedures to facilitate the resolution of complex problems. Locally Christie management coordinates problem escalation with Christie Technical Services, enlisting the skills appropriate to Christie resources and Service Providers to assist with problem solving. Travel Zones in Europe, Middle East and Africa An Onsite Agreement is available for sites located within EMEA. For sites that are located in countries where a Christie branch office or Christie Service Provider are not present service levels provided are subject to flight availability. OFFICE United Kingdom and Europe & Africa CONTACT OPERATIONAL OPERATIONAL NUMBER HOURS HOURS GMT +44 (0) GMT - Germany +49 (0) CEST GMT Spain CEST GMT Italy +39 (0) CEST GMT Middle East +971 (0) GST 05:00 13:00 GMT France +33 (0) CEST GMT Travel zones and charges, if applicable, may vary in some geographic locations.

5 Please note that not all Christie products can be supported under the Signature Care Agreements, maintenance service times and levels vary for some Christie product. In the event that a Christie product cannot be supported with a Signature Care Agreement the standard warranty terms and conditions apply. Onsite Audit Christie, at its sole discretion, may require an audit on the Christie covered products to be conducted at the Customer s site. If such an audit is required, a Christie Engineer or Service Provider will contact the Customer to arrange for an audit to be performed within 30 days of order. During the audit, key system configuration information is collected and an inventory of the covered products is performed. The information gathered in the audit allows Christie to survey the site, installation, product and nature of application to troubleshoot possible future hardware problems and plan for the most efficient repair or replacement. At the sole discretion of Christie, the audit may be performed onsite, via remote system access, via remote audit tools, or over the phone. If an audit is required by Christie, the Maintenance Agreement will not take effect until 30 business days after the audit has been completed. In addition, Christie reserves the right to downgrade service or cancel the Agreement should critical audit requirements not be implemented or followed within a specified time frame. Please contact the local Christie Technical Services team for further details on requirements, specifications, and exclusions. Customer responsibilities If the Customer does not act upon the specified Customer responsibilities, Christie or Christie s Service Provider will not be obligated to deliver the services agreed. If required by Christie, the Customer or Customer s authorised representative must register the Christie product(s) to be supported within 5 days of purchase of this service, using the registration instructions within each package or the document provided by Christie, or as otherwise directed by Christie or the Christie Service Provider. In the event a covered product(s) changes location, registration (or a proper adjustment to existing Christie registration) is to occur within 15 days of the change. For Maintenance Agreements utilising Christie remote diagnostics or Christie s Network Operation Centre, the Customer must have installed the appropriate Christie remote support solution, with a secure connection to Christie and provide all necessary resources according to the Christie remote support solution information, in order to enable the delivery of the service and options. When the Customer has installed the Christie remote support solution, the Customer must also maintain the contact details configured in the remote support solution that Christie will use in responding to a product(s) failure or requiring site support. Please contact the local Christie Technical Services team for further details on requirements, specifications, and exclusions. The Agreement is subject to the Customer providing immediate and unrestricted access to the system, as requested by Christie. The agreement does not apply when system access, including physical, remote troubleshooting, and hardware diagnostic assessments, is delayed or denied. If the Customer requests scheduled service, the care period begins at the agreed-upon scheduled time. Upon Christie s request, the Customer will be required to support Christie s remote problem-resolution efforts.

6 The Customer will: Provide all information necessary for Christie or the Service Provider to deliver timely and professional remote support and to enable Christie or the Service Provider to determine the level of support eligibility. Start self-tests and install and run other diagnostic tools and programs. Install Customer-installable firmware updates and patches. Perform other reasonable activities to help Christie or Service Provider identify or resolve problems, as requested by Christie or Service Provider. The Customer is responsible for installing, in a timely manner, critical Customer-installable firmware updates, as well as Customer self repair parts and replacement products delivered to the Customer. In cases where Customer self repair parts are shipped to resolve a problem, the Customer is responsible for returning the defective part within a time period designated by Christie or Service Provider. In the event of Christie or Service Provider not receiving the defective part within the designated time period or if the part is physically damaged upon receipt, the Customer will be required to pay a fee for the defective part, as determined by Christie or Service Provider. The Customer is responsible for registering to use Christie s electronic facility in order to gain access to restricted product information and to receive proactive notification or other services available to the Customer. Service limitations At the discretion of Christie the service will be provided using a combination of remote diagnosis and support; services delivered onsite; and other service-delivery methods. Other service-delivery methods may include the delivery via a courier of Customer replaceable parts and other parts classified as Customer self repair parts, or an entire replacement product. Christie and or the service provider will determine the appropriate delivery method required to provide effective and timely customer support in order to meet the call-to-repair time commitment, if applicable. In the event that only a Customer-replaceable part is required to return the system to operating condition, the maintenance warranty agreement, shall not apply. If the Customer requests scheduled service, the call-to-repair time period begins at the agreed-upon scheduled time. Contracted service will not apply when the Customer chooses to have Christie or the Service Provider prolong analysis rather than execute recommended maintenance, repair or replacement procedures. Activities such as, but not limited to, the following may delay the start of scheduled maintenance: Recovery and support of the operating system, other software and data Troubleshooting for interconnectivity or compatibility problems Support for network-related problems Services required due to the failure of the Customer to incorporate any system fix, repair, patch or modification provided to the Customer by Christie or Christie s Service Provider. Services required due to the failure of the Customer to take avoidance action previously advised by Christie or Christie s Service Provider.

7 If you have any questions or need further information relating to Christie Maintenance Warranty or any other warranty policy or technical support programme offered by Christie please contact by telephone; OFFICE CONTACT OPERATIONAL OPERATIONAL NUMBER HOURS HOURS GMT Germany +49 (0) CEST GMT Spain CEST GMT Italy +39 (0) CEST GMT United Kingdom and Europe, Middle East & Africa +44 (0) GMT - France +33 (0) CEST GMT Or by ; Techsupport-EMEA@christiedigital.com Or by visiting; Christie is a registered trademarks of Christie Digital Systems USA, Inc. DLP is a registered trademark of Texas Instruments