INSTRUMENTAL INC. SUPPORT
May 3, 2017
Company will provide on-site engineering support during the initial development phase with respect to an Order Form for a number of days specified in such Order Form or otherwise agreed by the parties in writing. Customer will provide Company engineers with access to the applicable production line and will be available for immediate response between 9:00 a.m. and 5:00 p.m. local time, except for any days the manufacturing facility is not running NPI or is not providing Internet access on the line.
At any time when Company personnel are not on-site, Company will provide its standard technical support to Customer via both telephone and electronic mail on weekdays between 9:00 a.m. and 5:00 p.m. U.S. Pacific time, excluding Company holidays. Company will use reasonable efforts to respond to all support requests within one business day.
Customer will assign an on-site engineer to assist in the Company’s provision of maintenance and troubleshooting assistance. If Company cannot resolve an issue that causes the Service to fail to substantially conform to its specifications or documentation (each, an “Issue”) remotely with the designated Customer engineer, Company will provide Customer with a timeline and plan for resolving the issue. If an Issue results from (i) modifications to the Services made by any party other than Company, (ii) the combination of the Services with other products, processes or materials not provided by Company, (iii) specifications or customizations requested by Customer, (iv) Customer’s failure to use the Services in accordance with the Agreement or instructions provided by Company, or (v) damage to the Hardware (other than ordinary wear and tear), then Company shall not have an obligation hereunder to provide support with respect to such Issue, provided that if Company does provide support with respect to such an Issue Customer shall pay the reasonable travel expenses (if any) and Company’s standard rates for the time spent by Company’s engineers working on the Issue.
Company will make available to Customer during the Term of an Order Form any Software updates that Company makes available to all of its other customers without charge. Upon Company’s request, Customer will provide Company with a 3–hour window of access to the Hardware within 48 hours of Company’s request to push security patches and other urgent Software updates to the Hardware. Such windows will occur between the hours of 9:00 a.m. and 9 p.m. Pacific time.
Customer may initiate a support request by emailing support@instrumental.com at any time.