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The Freeport Technologies (Freeport) System Warranty guarantees that our systems will be free from defective parts and workmanship for twelve (12) months following system acceptance. The System Warranty covers ALL hardware parts and workmanship for 12 months (Any commercial warranty offered by equipment manufacturers that extends beyond this first year will also be honored). All original equipment manufacturer (OEM) warranties will be managed by Freeport. If hardware malfunctions or fails, Freeport will repair or replace the part at no charge to the customer as soon as possible. This warranty does not cover labor to send a Freeport Technician on-site to evaluate a system problem and/or determine if there is a warranty issue or not. The warranty does not cover repair of a system or parts that have been damaged by misuse, vandalism, fire or water damage, or an act of God (extreme weather damage).
If a Customer desires additional support services following final system test and acceptance, Freeport provides three optional Service Agreements (see below) which can be renewed on a yearly basis. All optional Service Agreements cover hardware, software, materials, and workmanship in the event of a system failure, as well as provide the Customer with access to the Freeport Technologies Help Desk. The customer may contact the Help Desk regarding general system operating procedures, trouble resolution, hardware malfunctions, as well as other various system or service related issues.
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Remote Technical Support
If a customer purchases Remote Technical Support, Freeport will provide Help Desk support via audio or video from 8:00 a.m. to 5:00 p.m. (EST or EDT) Monday through Friday, excluding Government holidays. A Freeport Customer Service Representative will be available immediately to answer the call. If Level II or III technical support is required, a Freeport Technician will respond within 2 hours, if not immediately.
If system hardware malfunctions or fails, Freeport will ship a replacement part as soon as possible to the Customer site. The Customer will be responsible for removing and packing up the defective part, shipping it to Freeport and installing the replacement part. If the Customer decides they need on-site assistance for any reason, a quote will be provided, and once approved a Service Technician will be scheduled to respond within 48 hours.
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Dispatch Maintenance Support
Freeport also offers a Dispatch Maintenance Support plan. If the Help Desk cannot resolve a service issue via audio or video, a Freeport Service Technician will be scheduled to respond on-site within 24 hours, or the next business day. Dispatch Maintenance Support also provides a customer with onsite preventative maintenance visits, training refresher courses, and updated user and system documentation. Preventative maintenance includes system testing, manufacturer firmware updates, and system software upgrades (when available). Customers covered under this plan will also be able to participate in contributing to the development of software enhancements and new system features.
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Emergency Maintenance Services
If you decide that emergency response times (On-site Service Technician within 4 hours, evenings, weekends, or holidays) are desirable, Freeport can provide Emergency Maintenance Services. The pricing for emergency service calls is typically a time and materials price model and is determined on a case-by-case basis, depending on the Customer’s requirements and locations. |
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