SERVICE & SUPPORTNTS provides a full complement of system services and
support to help Customer get the most out of its NTS custom system
solutions. The proposed solution includes extensive hardware and
software support.
NTS
will be the focal point of contact for service and support on all
equipment and software purchased through this contract.
NTS
support contracts are renewable on an annual basis or can be purchased
upfront with multi-year discounts.
The alternative support contract levels are Priority, Priority
Plus and Premium. The detailed features offered with each level are
described below:
|
Feature/Support Contract |
Priority |
Priority Plus |
Premium |
|
Business Hours Phone, Email and Fax Support
|
X
|
X
|
X
|
|
24/7 Phone Support
|
|
|
X
|
|
3-Year Parts Warranty
|
X
|
X
|
X
|
|
Optional Four Hour Onsite Service
|
|
|
X
|
|
Optional Spares
|
|
|
X
|
|
Optional Onsite Technician
|
|
|
X
|
The services offered above are described below:
Phone, Fax and E-mail Support Phone and fax support during business hours (Monday to Friday, 8am to
5pm, Pacific Standard Time).
24/7 Phone Support Premium contracts include 24/7 telephone support. The initial response
time after hours is two hours; otherwise response time is within one
hour.
3-Year Parts Warranty
All hardware is sold with a 3-year standard
warranty. Standard warranty covers within US only.
Optional
Service
Four Hour Onsite Service
(Optional)
The on-site service option is to customers with Priority Plus or Premium
Support Contracts.
This is
an agreement between NTS and you to expedite on-site hardware warranty
response for designated components.
This service provides that NTS will make its best effort to
arrive on-site within 4 hours to replace a defective hardware component,
restore the system to a hardware operational condition, and verify the
hardware integrity of the systems.
Spare Parts (Optional)
- NTS can provide spare parts at a discount to be located on-site at
your facility. This ensures
the highest level of reliability, service, and system uptime.
If spare parts are purchased with the
system, NTS will stock and cross ship the faulty parts as stated herein,
and return it to stock as the spares.
Onsite Technician (Optional)
Onsite technicians are available as an additional cost option with
support.
This is an
agreement between NTS and you to have an onsite engineer experienced
with NTS solutions to work with you and the NTS system for a period of
12 months.
Contract for
this service can be renewed on an annual basis.
In addition to these standard contracts, NTS can provide customized
support agreements based on additional requirements specifically for
you.
NT Warranty
The
proposed System is comprised of all new equipment. This proposal
includes a one (1) year warranty against defects in material or
workmanship. This warranty
covers parts and labor. The
warranty period is measured from the time of initial system shipment.
All warranty service is provided directly by NTS.
Products deemed defective should be returned to NTS after
receiving an RMA number from the NTS service department for immediate
repair or replacement. The
customer pays for shipping of warranty items to NTS, while NTS pays
return shipping for authorized RMA returns.
If
the package is damaged while receiving, Customers must notify NTS with
in 48 hours.
Under the proposed support contract, the following provisions apply:
NTS will process returns items with a valid RMA number only.
Customer pays shipping to NTS on all returns.
NTS will pay for UPS next day on return when replacement or fixed
part is shipped to the customer.
Customer pays shipping to NTS.
NTS will pay for UPS next day on return.
No cross shipping is permitted.
NTS must receive defective part with a valid RMA number before
return shipment.
If spare
node(s) are purchased with system, NTS will stock and cross ship them
via UPS next day, then repair the faulty nodes as stated herein, and
return to stock as the spare.
Ten business days are required by NTS to repair or replace parts from
the day they are received.
Based on the availability of replacement parts, NTS reserves the right
to substitute the returned part(s) with part(s) that are of equal or
better quality.
Warranty for Third Party Vendors
NTS is an authorized reseller and system integrator of various systems
like Rack Server, Storage systems, Blade server, Desktop & Workstation
systems using name brand products like Intel, AMD, Super Micro, Tyan,
Cisco, Foundry Networks, Extreme Networks and other hardware and
software products. NTS supports these vendors products resold through
NTS in accordance with our standard contract and warranty. All products
resold through NTS are serviced directly by NTS to you.
