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PHASE III: SYSTEM
WARRANTY
The warranty period starts on the first day of "Live System Use" and
lasts for ninety days. During this period, any remaining implementation issues
are resolved, and the system is optimized to provide the highest degree of
productivity and throughput features needed by the customer.
ScanData's warranty includes:
EXTENDED
SERVICE AGREEMENTS
Once Live System Use begins, ScanData offers a Support Services
agreement to each customer that, if accepted, begins upon the completion of the
System Warranty Phase and lasts for exactly one year. ScanData's objective is to
provide our customers with exceptional assistance by providing them with
service, flexibility, expertise, and options for out-of-scope services.
ScanData's Application Software Agreement and ScanData's Network Services
Agreement each meet these goals by offering the best possible service available
and allowing you to build a service plan that fits your business needs. We offer
three service level plans each providing convenient service hours, rapid response time, free
services, and software upgrades.
|
Service
Level
Plan
|
Customer
Service
Center
's
Service
Hours
|
Response
Time
|
Free
Service (Out-of-Scope)
|
Software
Upgrades
|
|
Green
|
7:00 AM to
5:00 PM
Monday –
Friday
|
2 Hours
|
5 Hours
|
10%
Discount
|
|
Gold
|
7:00 AM EST to
12:00 AM EST
Monday
– Friday
|
2 Hours
|
8 Hours
|
15% Discount
|
|
Platinum
|
7
Days/Week, 24 Hours/Day
|
2 Hours
|
10 Hours
|
20%
Discount
|
EXTENDED
SERVICE AGREEMENT BENEFITS
Each service plan level equally offers a variety of services,
providing our customers with a well-rounded service environment, such as:
 |
Service Flexibility
— The Customer Service group provides
ample services, hours and response time to reported incidents based
on the chosen Service Level Plan, and operating under a primary and
secondary support system strategy to ensure a response to reported
incidents. |
|
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System Resolution-base Expertise
— Each Service Plan Level
offers a skilled Project Logistics Engineer who is trained and well
versed in our software packages as well as the third-party products
used to support our software. |
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Standard Resolution Plan
— Our Project Logistics Engineers abide
by a standard maintenance and support services plan to resolve
non-conformities or other system reported incidents. With each
incident, a Severity Level is assigned providing guidance to its
resolution. |
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Out-of-Scope Services
— Each Service Level Plan offers
additional "out-of-scope" support hours at no cost to the customer to handle those
incidents not covered by the Agreement. |
|
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ScanData Software Training
— Certification training is provided
for those customers who need to familiarize their associates with
the ScanData software that they purchased. |
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Upgrade Options
— ScanData software upgrades are available at a
discounted rate based on the chosen Service Plan Level. ScanData
will provide notification to customers for all third-party upgrades
as they become available. |
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