Critical Care 2007- Maintenance Services

This plan is designed for customers with critical systems that require the highest level of support including rapid response and return to service times.  This plan only pertains to equipment that was sold and installed by RoData or their authorized sub-contractors.  Any system whereby the customer is providing equipment that they desire coverage on will be deemed a Custom Care Package. 

• Unlimited telephone support during normal RoData, Inc. business hours.  Calls will be returned within 2 business hour.

• The Service Department will attempt to resolve the issue remotely, via telephone support. Next business day onsite support will be provided if needed, to assess the repair needs. Next day onsite support can only be guaranteed if call is placed prior to 2 pm Eastern. 
• Parts will be delivered to site in an expedited manner.  Room functionality will be restored within 2 business days of service call placement.  RoData reserves the right to substitute parts with a replacement of equal specifications.  RoData reserves the right to provide loaner equipment of similar functionality in order to restore service while replacement parts are being procured.  (Typical codec replacement is next day).        
• Parts that have been discontinued by the manufacturer are not covered for guaranteed direct replacement.  Substitutions with similar parts will occur when agreed upon.  Control code changes required due to a substitution will be billable to the customer.  The stated replacement and repair time frames under Critical Care 2007 do not apply for these parts. 
• Plasma/LCD screens are excluded from replacement contract.  Plasma/LCD screens purchased more than three years prior, and all TV Monitors are excluded from maintenance coverage. RoData will provide onsite service during the contract period as per the manufacturer’s warranty.  In the event onsite repair is not possible, the unit will be returned to manufacturer for repair and a loaner display will be provided during the repair period.  Return requires customer responsibility for shipment to manufacturer. The loaner unit may be a monitor in lieu of a plasma/LCD screen.
• Projector bulbs and any associated labor are considered consumable items and are not covered.
• Codec Software Updates/Upgrades are now subject to the specific manufacturer’s policies.  Updates/Upgrades are typically provided at no additional charge. RoData will supply phone support for any upgrade.  RoData will provide an onsite upgrade for an additional fee.  Some upgrades may affect the operation of a control system and it is recommended that RoData be consulted prior to download.
• Codec Software Feature Enhancements i.e. AES Encryption or H.264 are now subject to the specific manufacturer’s policies.  Enhancements are typically considered billable and a quote will be provided at the customer’s request.  RoData will supply phone support for any upgrade.  RoData will provide an onsite upgrade for an additional fee. Some upgrades may affect the operation of a control system and it is recommended that RoData be consulted prior to download.
• PC based systems or equipment are covered for hardware failures or software failures that are a result of a system malfunction.  Software failures due to viruses are not covered under this agreement.  Customer is responsible for installing virus protection.
• Onsite Service calls that are determined to be either network or user related are subject to billing at the published RoData labor rate and will include all Travel and Living expenses.
• Onsite Service calls that are determined to be either network or user related are subject to billing at the published RoData labor rate and will include all Travel and Living expenses.