> > Netcare Warranty Disclaimer

Digital Warehouse USA, Inc.
Netcare Warranty Disclaimer

SILVER PROGRAM

THE FOLLOWING SERVICES ARE PROVIDED IN ACCORDANCE WITH THIS SERVICE DESCRIPTION.

For the remainder of this document Digital Warehouse will be referred to as (Digital Warehouse, Service provider or Technician). The end user or customer will be referred to as (Client).

Digital Warehouse is pleased to provide Digital Warehouse Netcare Services Silver Support (1 Year Extended Warranty) is the minimum level of service for select hardware equipment and includes;

  • Basic hardware telephone support – Provides basic hardware break/fix troubleshooting and phone support for supported hardware during business hours starting between 8:00 am (CST) and lasting until 5:00 pm (CST), excluding local national holidays for a period of 1 year. Included software support will be limited to 60 minutes of “best effort” (best effort is deemed as all reasonable attempts by the technical support agent to resolve a given issue) support to aid in software troubleshooting and configuration and the replacement of hardware within 24 business hours of the service provider declaring a valid hardware failure.

Covered Hardware: The covered hardware is listed under the Service Description on the customer's sales order. A separate service agreement must be purchased by the Customer for each unit requiring this service. Each unit supported will be identified by a serial number and/or service tag.

 

Netcare Silver Service Agreement Does Not Include:

 

  • Operating system, software or database assistance or support.
  • Media replacement or software.
  • Complex issue support involving hardware, software, network interactions.
  • Assistance with configuration (with the exception of the included 60 minutes), optimization, installation, relocation, or upgrades.
  • Customer-set incident severity levels.
  • Accessories, operating supplies, peripherals or parts such as batteries, frames, and covers.
    (Replacement batteries for supported products are covered under this service offering.)
  • On-site troubleshooting.
  • Preventive maintenance.
  • Support for equipment damaged by misuse, accident, abuse of Supported System or components
    (such as, but not limited to, use of incorrect line voltages, use of incorrect fuses, use of incompatible devices or accessories, improper or insufficient ventilation, or failure to follow operating instructions), modification, unsuitable physical or operating environment, improper maintenance by Customer (or Customer's agent), moving the Supported System, removal or alteration of equipment or parts identification labels, or failure caused by a product for which service provider is not responsible.
  • Repairs necessitated by software problems, or as a result of alteration, adjustment, or repair by anyone other than service provider authorized representatives..
  • Support for damage resulting from an act of God such as, but not limited to, lightning, flooding, tornado, earthquakes, and hurricanes.
  • Any activities or services not expressly described in this Service Description. Please read this Service Description carefully and note that service provider reserves the right to change or modify any of the terms and conditions set forth in this Service Description at any time.
    Service provider guarantees at least equivalent performance in all cases and will not make any significant variations without Customer's agreement.

 

Support Procedures

 

Contacting service provider For Service

Low-Urgency Support Requests: For issues not requiring urgent response, Customer may submit a service request online through the website at www.digitalwarehouse.com.
Service provider attempts to respond to online requests on the next business day.

Hardware Phone Support Silver Support is intended for use Monday through Friday during local prime shift business hours (available from 8:00 am – 5:00 pm CST), excluding local national holidays.

 

1. Before Customer contacts service provider, have the following information available:

 

  • Service Tag number or serial number.
  • System model name and model number (Example; Cisco 1841)
  • Current version of IOS or operating system.
  • Brand names and models of any peripheral devices (such as a modem) being used; and
  • Description of the problem and any troubleshooting steps Customer has already taken.

 

2. Call for Assistance:

 

  • Call from a location which includes physical access to the system if needed during phone-based troubleshooting.
    Phone Support can be accessed at (405) 308-4109.
  • Customers may experience significantly longer hold times when calling outside of the scheduled hours, and the technician may need to schedule a callback during normal business hours.
  • Provide the Service Tag number and other information as requested by the technician.
  • The technician will verify the support level and expiration of service for the Supported System.

 

3. Assist with Phone-based Troubleshooting:

 

  • When requested, identify error messages received and when they occur; what activities preceded the error message; and what steps Customer has already taken.
  • The technician will go through a series of standardized troubleshooting steps over the phone to help diagnose the issue.
  • System logs may be requested as part of the troubleshooting process.
  • Webex session/Remote connection to the system may also be requested as part of troubleshooting process.
  • Optional on-site troubleshooting resolutions are not available with Silver Support. If Customers do not wish or are not able to perform phone-based troubleshooting, service provider will be relieved of time to resolution requirements dictated in the service agreement.

    Missed Service Attempts. Service provider will attempt call backs within 1 hour of notification of a problem. Service provider agrees to identify the issue within 8 business hours or dispatch a replacement part or whole unit at the conclusion of that time frame. If Customer can't be reached service provider will make reasonable follow up attempts. The 8 hour identification of a problem is only calculated when actively working with the customer on a given issue.

 

Important Additional Information

 

 

Customer Responsibilities:

 

  • Software/Data Backup. It is the Customer's responsibility to complete a backup of all existing data, software, and programs on Supported Hardware prior to service provider performing any services. Service provider WILL NOT BE RESPONSIBLE FOR LOSS OF OR RECOVERY OF DATA, PROGRAMS, OR LOSS OF USE OF SYSTEM(S) OR NETWORK.
  • Authority to Grant Access: Customer represents and warrants that it has obtained permission for both Customer and service provider to access and use the Supported System, the data on it, and all hardware and software components included in it, for the purpose of providing these Services. If Customer does not already have that permission, it is Customer's responsibility to obtain it, at Customer's expense, before Customer asks service provider to perform these services.
  • Cooperate with Phone Technician: Customer agrees to cooperate with and follow the instructions given by service provider's phone technician. Experience shows that most system problems and errors can be corrected over the phone as a result of close cooperation between the user and the analyst or technician. Listen carefully to the analyst or technician, provide information requested to assist in the diagnosis or resolutions, and follow their suggestions.
  • When possible, provide a technically competent person with knowledge of the system and fault to help speed up resolution
  • Supported Releases. Customer must maintain software and Supported hardware at service providers specified minimum release levels or configurations. Customer must ensure installation of remedial replacement parts, patches, software updates or subsequent releases as directed by service provider in order to keep the Support Hardware(s) eligible for Support.
  • Third Party Warranties. These Services may require service provider to access hardware or software that is not manufactured by the service provider. Some manufacturers' warranties may become void if service provider or anyone else other than the manufacturer works on the hardware or software. It is Customer's responsibility to ensure that service provider's performance of Services will not affect such warranties or, if it does, that the effect will be acceptable to Customer.

SERVICE PROVIDER DOES NOT TAKE RESPONSIBILITY FOR THIRD PARTY WARRANTIES OR FOR ANY EFFECT THAT THE SERVICE PROVIDER'S SERVICES MAY HAVE ON THOSE WARRANTIES.

Whole Unit Replacement. If the technician determines that the component of the defective Supported System is one that is easily disconnected and reconnected (such as a keyboard or monitor), or if the technician determines that the Supported System is one that should be replaced as a whole unit, service provider reserves the right to send Customer an equal or newer whole replacement unit. If a services technician Delivers, either in person or buy mail, a replacement unit to Customer, Customer must relinquish the defective Supported System and provide a tracking number within 10 business days. Failure to comply within 10 business days will result in a 20% restock fee (based on the fair market value (FMV) of the replacement unit.

Parts Ownership. All service parts removed from the Supported Hardware and returned to service provider become the property of the service provider. Customer must pay service provider at the current retail price(s) for any service parts removed from the hardware and retained by client.

Support Limitations. Service provider is not liable for any failure or delay in performance due to any cause beyond

Term and Renewal. Customer will receive Services for the term indicated on Customer's invoice. Prior to the expiration of the service term, Customer may be entitled to extend the term depending on available options then in effect and in accordance with service provider's then-current procedures. In addition, service provider may, at its option, propose to renew Support by sending Customer an invoice to renew the Services. Customer may, at its option, and only where permitted by law, agree to such renewal of the Services by paying such invoice by the due date. Payment of renewal invoices shall indicate Customer's agreement to extend the term of this Service for the periods covered by such invoice. Additional terms and conditions may also apply. If Customer elects not to pay a renewal invoice, Services will be discontinued as of the expiration date set forth on the original or last paid Customer invoice.

Transfer of Service. Service is non-transferrable. The service contract will end immediately upon the transfer of the serviced unit to any other party.

Limited Liability. Service provider's Liability will be limited to a maximum of the equivalent of the service contract cost paid by client. By providing payment for the services contract the Customer knowing accepts and agrees to this limited exposure on the part of service provider.
 

GOLD PROGRAM

THE FOLLOWING SERVICES ARE PROVIDED IN ACCORDANCE WITH THIS SERVICE DESCRIPTION.

For the remainder of this document service provider will be referred to as (Digital Warehouse, Service Provider or Technician). The end user or customer will be referred to as (Client).

Digital Warehouse is pleased to provide Digital Warehouse Netcare Services. Gold Support (3 Year Service Agreement) is the mid level service available for select hardware equipment and includes;

  • Basic hardware telephone support - Provides basic hardware break/fix troubleshooting and phone support for Supported Systems during business hours starting between 8:00 am (CST) and lasting until 5:00 pm (CST), excluding local national holidays for a period of 3 years. Included software support will be limited to 60 minutes of “best effort” (best effort is deemed as all reasonable attempts by the technical support agent to resolve a given issue) support to aid in software troubleshooting and configuration and the replacement of hardware within 24 business hours of the technician declaring a valid hardware failure.

Supported System: The Supported System is covered under the Service Description on the customer's sales order. A separate Support contract must be purchased by the Customer for each system requiring this service. Each Supported System will be identified by a serial number or service tag.

 

Gold Support Does Not Include:

 

  • Operating system, software or database assistance or support.
  • Media replacement or software.
  • Complex issue support involving hardware, software, network interactions.
  • Assistance with configuration (with the exception of the included 60 minutes), optimization, installation, relocation, or upgrades.
  • Customer-set incident severity levels.
  • Accessories, operating supplies, peripherals or parts such as batteries, frames, and covers. (Replacement batteries for supported products are covered under this service offering.)
  • On-site troubleshooting.
  • Preventive maintenance.
  • Support for equipment damaged by misuse, accident, abuse of Supported System or components
    (such as, but not limited to, use of incorrect line voltages, use of incorrect fuses, use of incompatible devices or accessories, improper or insufficient ventilation, or failure to follow operating instructions), modification, unsuitable physical or operating environment, improper maintenance by Customer (or Customer’s agent), moving the Supported System, removal or alteration of equipment or parts identification labels, or failure caused by a product for which service provider is not responsible.
  • Repairs necessitated by software problems, or as a result of alteration, adjustment, or repair by anyone other than service provider’s authorized representatives.
  • Support for damage resulting from an act of God such as, but not limited to, lightning, flooding, tornado, earthquakes, and hurricanes.
  • Any activities or services not expressly described in this Service Description.
    Please read this Service Description carefully and note that service provider reserves the right to change or modify any of the terms and conditions set forth in this Service Description at any time. Service provider guarantees at least equivalent performance in all cases and will not make any significant variations without client’s agreement.

 

Support Procedures

 

Contacting service provider For Service

Low-Urgency Support Requests: For issues not requiring urgent response, Customer may submit a service request online through the website at www.digitalwarehouse.com.
Service provider attempts to respond to online requests on the next business day.

Hardware Phone Support Silver Support is intended for use Monday through Friday during local prime shift business hours (available from 8:00 am – 5:00 pm CST), excluding local national holidays.

 

1. Before Customer contacts service provider, have the following information available:

 

  • Service Tag number or serial number.
  • System model name and model number (Example; Cisco 1841)
  • Current version of IOS or operating system.
  • Brand names and models of any peripheral devices (such as a modem) being used; and
  • Description of the problem and any troubleshooting steps Customer has already taken.

 

2. Call for Assistance:

 

  • Call from a location which includes physical access to the system if needed during phone-based troubleshooting.
    Phone Support can be accessed at (405) 308-4109.
  • Customers may experience significantly longer hold times when calling outside of the scheduled hours, and the technician may need to schedule a callback during normal business hours.
  • Provide the Service Tag number and other information as requested by the technician.
  • The technician will verify the support level and expiration of service for the Supported System.

 

3. Assist with Phone-based Troubleshooting:

 

  • When requested, identify error messages received and when they occur; what activities preceded the error message; and what steps Customer has already taken.
  • The technician will go through a series of standardized troubleshooting steps over the phone to help diagnose the issue.
  • System logs may be requested as part of the troubleshooting process.
  • Webex session/Remote connection to the system may also be requested as part of troubleshooting process.
  • Optional on-site troubleshooting resolutions are not available with Silver Support. If Customers do not wish or are not able to perform phone-based troubleshooting, service provider will be relieved of time to resolution requirements dictated in the service agreement.

    Missed Service Attempts. Service provider will attempt call backs within 1 hour of notification of a problem. Service provider agrees to identify the issue within 8 business hours or dispatch a replacement part or whole unit at the conclusion of that time frame. If Customer can't be reached service provider will make reasonable follow up attempts. The 8 hour identification of a problem is only calculated when actively working with the customer on a given issue.

 

Important Additional Information

 

 

Customer Responsibilities:

 

  • Software/Data Backup. It is the Customer's responsibility to complete a backup of all existing data, software, and programs on Supported Hardware prior to service provider performing any services. Service provider WILL NOT BE RESPONSIBLE FOR LOSS OF OR RECOVERY OF DATA, PROGRAMS, OR LOSS OF USE OF SYSTEM(S) OR NETWORK.
  • Authority to Grant Access: Customer represents and warrants that it has obtained permission for both Customer and service provider to access and use the Supported System, the data on it, and all hardware and software components included in it, for the purpose of providing these Services. If Customer does not already have that permission, it is Customer's responsibility to obtain it, at Customer's expense, before Customer asks service provider to perform these services.
  • Cooperate with Phone Technician: Customer agrees to cooperate with and follow the instructions given by service provider's phone technician. Experience shows that most system problems and errors can be corrected over the phone as a result of close cooperation between the user and the analyst or technician. Listen carefully to the analyst or technician, provide information requested to assist in the diagnosis or resolutions, and follow their suggestions.
  • When possible, provide a technically competent person with knowledge of the system and fault to help speed up resolution
  • Supported Releases. Customer must maintain software and Supported hardware at service providers specified minimum release levels or configurations. Customer must ensure installation of remedial replacement parts, patches, software updates or subsequent releases as directed by service provider in order to keep the Support Hardware(s) eligible for Support.
  • Third Party Warranties. These Services may require service provider to access hardware or software that is not manufactured by the service provider. Some manufacturers' warranties may become void if service provider or anyone else other than the manufacturer works on the hardware or software. It is Customer's responsibility to ensure that service provider's performance of Services will not affect such warranties or, if it does, that the effect will be acceptable to Customer.

SERVICE PROVIDER DOES NOT TAKE RESPONSIBILITY FOR THIRD PARTY WARRANTIES OR FOR ANY EFFECT THAT THE SERVICE PROVIDER'S SERVICES MAY HAVE ON THOSE WARRANTIES.

Whole Unit Replacement. If the technician determines that the component of the defective Supported System is one that is easily disconnected and reconnected (such as a keyboard or monitor), or if the technician determines that the Supported System is one that should be replaced as a whole unit, service provider reserves the right to send Customer an equal or newer whole replacement unit. If a services technician Delivers, either in person or buy mail, a replacement unit to Customer, Customer must relinquish the defective Supported System and provide a tracking number within 10 business days. Failure to comply within 10 business days will result in a 20% restock fee (based on the fair market value (FMV) of the replacement unit.

Parts Ownership. All service parts removed from the Supported Hardware and returned to service provider become the property of the service provider. Customer must pay service provider at the current retail price(s) for any service parts removed from the hardware and retained by client.

Support Limitations. Service provider is not liable for any failure or delay in performance due to any cause beyond

Term and Renewal. Customer will receive Services for the term indicated on Customer's invoice. Prior to the expiration of the service term, Customer may be entitled to extend the term depending on available options then in effect and in accordance with service provider's then-current procedures. In addition, service provider may, at its option, propose to renew Support by sending Customer an invoice to renew the Services. Customer may, at its option, and only where permitted by law, agree to such renewal of the Services by paying such invoice by the due date. Payment of renewal invoices shall indicate Customer's agreement to extend the term of this Service for the periods covered by such invoice. Additional terms and conditions may also apply. If Customer elects not to pay a renewal invoice, Services will be discontinued as of the expiration date set forth on the original or last paid Customer invoice.

Transfer of Service. Service is non-transferrable. The service contract will end immediately upon the transfer of the serviced unit to any other party.

Limited Liability. Service provider's Liability will be limited to a maximum of the equivalent of the service contract cost paid by client. By providing payment for the services contract the Customer knowing accepts and agrees to this limited exposure on the part of service provider.

Governing Authority. This contract, regardless of where services or items are purchased from or reside, will be subject to the laws of the state of New York. All parties entering into above listed service agreements here by state they are aware and agree all terms and conditions will be subject to New York laws only.