What’s Included
During the term of the Agreement, and up to the number of hours specified in the Service Fees, onsite technical support is available for issues that cannot be resolved remotely or upon request.
- Support may be delivered by a qualified technician or, subject to availability and the designated location, by a third party provider such as Field Nation.
- Onsite support must be scheduled with at least 48 hours advance notice.
- The scope, timing, and location of each visit are mutually agreed upon in advance.
- Commercially reasonable efforts are made to accommodate scheduling requests, subject to personnel availability.
- Each onsite visit is subject to a minimum charge of 4 hours, deducted from the Onsite Support Block regardless of actual time spent.
- Additional time beyond the initial four hours is deducted from the remaining balance in the increments defined in the Service Fees.
- Onsite support is provided by technical staff with the necessary skills for the issues at hand.
- At discretion and with approval, third party partner technicians may be dispatched onsite.
- All such personnel are appropriately qualified, and their work is managed and overseen accordingly.
- Emergency or same day onsite support for critical issues may be available, subject to technician availability.
- Emergency visits provided with less than the standard advance notice may incur additional fees or travel charges as set forth in the Service Fees or as otherwise agreed prior to dispatch.
- Onsite support hours utilized are tracked, and periodic reporting, monthly or quarterly, may be provided reflecting hours consumed and the remaining balance of the Onsite Support Block.
- Notification may be provided when consumption is approaching the purchased limit.
- Onsite support provided outside of standard business hours, including evenings, weekends, or holidays, is not included in the base Onsite Support Block unless specifically stated.
- Where after hours onsite support is agreed to, such services will be billed at 1.5 times the standard onsite rate or will draw down the Onsite Support Block at an accelerated rate, such as 1.5 hours deducted per hour of after hours service, as specified in the Service Fees or agreed in writing prior to delivery.