Instrument Support Clause Samples
Instrument Support. QTX shall provide its Customers in the Territory with installation, service and maintenance for Instruments at its own expense and responsibility. QTX shall provide first level and second level service support. STRATEC shall provide third level support. Level 1 the initial response (and any follow-up response as appropriate) to a Customer initiated support request. ▇▇▇▇▇ ▇ Support includes initial information gathering and may include, without limitation, some or all of the following: answering product installation, configuration or usage questions; initial problem and failure information gathering; problem isolation, identification, and/or providing standard fixes and workarounds to known problems; and escalating unresolved problems to ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇. ▇▇▇▇▇ ▇ a second, higher level of technical support and consists of, but is not limited to, problem isolation, identification, and replication; is providing standard fixes and workarounds to known problems; ordering, obtaining and installing/ replacing defective parts; providing remedies for both new and known complex problems; and escalating unresolved problems or those requiring formal fixes to ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇. ▇▇▇▇▇ ▇ a level of support provided by engineering and consists of problem isolation, identification, and replication for complex problems; providing new fixes and workarounds to problems; providing remedies for both new and known complex problems; resolution of problems through generation of formal fixes
Instrument Support. Under the Support Agreement, QTX shall provide its Customers in the Territory with installation, service and maintenance for Instruments at its own expense and responsibility. QTX shall provide first level and second level service support. STRATEC shall provide third level support. The Supply Agreement will include appropriate definitions of first, second and third level support.
Instrument Support. 4.1 The supplier shall include a maintenance, calibration, and support contract. The first year shall be fully covered (call-out/ travel, parts, software/ firmware updates/ upgrades and labour) by the manufacturer’s warranty.
Instrument Support. The LA unit is to be supplied with a comprehensive 12-month manufacturer’s warranty and details on options to extend warranty. With options to extend by a further 2 years.
Instrument Support. QUOTIENT shall provide its Customers in the territory with installation, service and maintenance for Instruments at its own expense and responsibility. Any service of Production Instruments in the field shall be performed by QUOTIENT. QUOTIENT shall provide first level (in the specific country in the territory) and second level service support. STRATEC shall at its own cost and expense provide during the Term hereof third level support (assistance to QUOTIENT for those items or situations that QUOTIENT is unable to render in first and second level support) during normal Business Hours in Birkenfeld, Germany. Third level service support will be provided by STRATEC, provided however that QUOTIENT has and continues to provide first level and second level service support. Any support requested by QUOTIENT not within the scope of the third level service support shall be charged at STRATEC’s regular rates. In this Section 7.1, first, second and third level support shall have meanings to be agreed by the Steering Committee before commencement of the Term.