User’s Guide – version 3.5
NetFlow Tracker
14
Schedule
Support Services
1.
Support Hours
The Support Hours during which Fluke shall supply the Support Services shall be between
9.30am and 5pm on Working Days.
2. Support
Services
Fluke shall provide You during the Support Hours with:
2.1.
technical advice and assistance by telephone, facsimile, e-mail or other electronic means
as shall be necessary to resolve your difficulties and queries in relation to the Product and the
Updates which You may require;
2.2.
an error correction and problem solving service as follows:
if You shall discover that the then current supported version of Product fails to conform with any
part of the description of the Product provided to you by Fluke then Fluke, on receiving
notification of the error, shall use its reasonable endeavours to:
2.2.1 diagnose and resolve the reported error or problem; and
provide the required solution to remedy or correct the error or problem; and
2.2.3 provide You with all assistance reasonably required by You to enable You to implement
the error correction supplied as soon as possible; and
2.2.4 correct errors by “fix” where Fluke, in its sole discretion, considers such to be
appropriate.
2.3
Response times to technical advice and assistance queries and reported errors and
problems are set out in clause 3 below.
2.4
Remote connection support shall only be provided by Fluke in the event that telephone,
fax or email support does not resolve a problem.
3. Response
Times
3.1
In the event of any problem arising in relation to the Product’s installation and
functioning, Fluke shall respond within 8 Support Hours after the logging of such an incident by
You provided that the incident was logged by You during normal Support Hours. Fluke shall in
turn endeavour to resolve the problem as soon as possible.
4.
Exceptions to Support Services
4.1
The Support Services described in clause 2 of this Schedule shall not include service in
respect of:
4.1.1 defects or errors resulting from any modifications of the Product or Updates made by
any person other than Fluke;
4.1.2 incorrect use of the Product or Updates or operator error;
4.1.3 any fault in Your hardware, computer equipment or in any programs used in conjunction
with the Product or Updates; or
4.1.4 defects or errors caused by the use of the Product or Updates on or with equipment or
programs not approved by Fluke.
