Platinum
- Rapid Hardware Replacement: Next Business Day
- Premium Technical Telephone Support: 1 Hour Response Time
- Online Technical Support
- Free Software Upgrades
- Product and Promo Bulletins
- Paging: 24/7 Support 365/yr.
- Preferred Customer Status
Gold
- Expedited Hardware Replacement: Up to 5 Business Days
- Telephone Support: 4 Hour Response Time
- Online Technical Support
- Free Software Upgrades
- Product and Promo Bulletins
Platinum and Gold Support and Maintenance Details
Rapid Hardware Replacement
BlueCat Networks offers a Rapid Hardware Replacement service for all clients with Support and Maintenance Packages. For Platinum level clients, Client Care can normally expedite a replacement on the next business day if notice is received before 12 noon Eastern Time (ET). *Gold level clients can expect replacement within 5 days, (usually within 24-48 hrs. Monday to Friday).
Premium Technical Telephone Support
BlueCat Networks’ Client Care technical support staff are accessible to clients with a Support and Maintenance Contract during normal business hours, Monday to Friday, 7:00 a.m. to 8:00 p.m. ET. Gold level clients will have their telephone calls returned within 4 hours (during normal business hours). Platinum level clients have the added benefit of a 1 hour response time as well as access to the client care support staff via our 24/7/365 paging system.
Online Technical Support
BlueCat Networks’ offers online technical support via email with 4 hour response time for Platinum level clients and 24 hour response time for Gold level clients (during normal business hours).
Software Upgrades
With both Platinum and Gold Support and Maintenance Packages, clients will automatically be alerted to critical updates with access to all upgrades and updates granted at no additional charge. This includes minor and major product releases, which include bug fixes, new features and enhancements.
Preferred Customer Status for New Product Releases
Platinum level clients have the added benefit of being the first to learn about new product releases, beta program availability, as well as eligibility for Loyalty Discounts on products and services.
Warranty Limits and Exclusions
Technical support is limited to hardware installation, software installation (where applicable), basic product configuration, and software troubleshooting. In-depth software training, assistance with network configuration, architecture, and/or other types of assistance are excluded, but are available through BlueCat Networks’ Professional Services. For more information about our Professional Services, please contact Client Care.
No support will apply to any product that has been (i) modified, altered or adapted without BlueCat Networks’ written consent; (ii) maltreated or used in a manner other than in accordance with that product’s manual; (iii) repaired by any party other than a BlueCat Networks representative; or (iv) improperly installed by any party other than BlueCat Networks. Product problems attributable to the use of products with equipment or software not supplied or expressly approved by BlueCat Networks are not covered under warranty. BlueCat reserves the right to make changes without notice; or (V) if warranty seals have been tampered with, or removed without BlueCat Networks written consent.
Exclusive Remedy
The Customer’s exclusive remedy and BlueCat Networks’ sole liability under this Support and Maintenance Contract is that BlueCat Networks will repair or replace any product that fails during the support period when reported to BlueCat Networks during the support period solely by providing the support and following the procedures described in the RMA procedure below. If BlueCat Networks determines that the products are not defective within the terms of the warranty, the Customer will pay BlueCat Networks all costs of handling, inspection and repair at BlueCat Networks’ then current charges. Unless otherwise agreed, the installation of repaired and/or replacement products shall be the obligation of the party hereto which originally had such obligation. The Customer agrees that parts utilized in support services may be remanufactured and/or refurbished. All replaced parts shall be the property of BlueCat Networks.
RMA Procedure
All products returned to BlueCat Networks, must have a Return Merchandise Authorization (RMA) number. Please call Client Care to obtain an RMA Request Form at 416-646-8433 or toll free at 1-866-491-2228 Monday through Friday 8:00 A.M. to 6:00 P.M. (ET.). Products sent to BlueCat Networks that are not authorized (that is, without an RMA number) will be defined as “unauthorized” and returned to Customer at Customer’s expense. BlueCat Networks is not liable for the loss, damage, or mishandling of any goods not listed as authorized returns (that is, not listed on the RMA paperwork). The customer is responsible for the shipping fees on all returns to BlueCat Networks and all repairs/replacements will be returned to the customer at BlueCat Networks’ expense.
IF RETURNED ITEMS ARE NOT RECEIVED WITHIN 15 DAYS FROM THE DAY THE RMA NUMBER WAS ISSUED, THE RMA NUMBER WILL BE VOIDED AND THE ITEM(S) WILL NOT BE ACCEPTED FOR RETURN.
Disclaimer
EXCEPT FOR THE EXPRESS WARRANTIES STATED IN THIS SECTION, BLUECAT NETWORKS DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILTY AND FITNESS FOR A PARTICULAR PURPOSE, WITH RESPECT TO ANY PRODUCTS OR SERVICES FURNISHED UNDER OR IN CONNECTION WITH THIS AGREEMENT. No representation or other affirmation of fact, including but not limited to statements regarding compatibility with current/future releases of any third party’s products, capacity, suitability for use or performance of products, whether made by BlueCat Networks’ employees or otherwise shall be deemed to be a warranty by BlueCat Networks for any purpose or give rise to any liability of BlueCat Networks whatsoever unless contained in this agreement. BlueCat Networks and related marks are trademarks of BlueCat Networks, Inc.
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