Basic Hardware Support
Terms & Conditions Overview
This agreement is made between the customer and
the Hucor Technologies Ltd. entity identified on Customer’s
invoice. By purchasing these Services (as defined herein) from Hucor
Technologies Ltd., Customer agrees to be bound by all terms and
conditions set forth in this document. Hucor Technologies Ltd. is
pleased to provide this Service Description in connection with Customer’s
signed agreement with Hucor Technologies Ltd. The following agreement
is incorporated in its entirety by reference:
Service Overview
Hucor Technologies Ltd. is pleased to provide Basic Hardware Support
in accordance with the Service Description and the applicable service
level purchased by Customer and identified on Customer’s invoice,
such as on-site service and support. This Service provides support
with defects covered under the Customer’s Limited Warranty
defined at the time of purchase or time of extension/renewal for
notebook, desktop, server, networking and storage products.
Basic Hardware Support includes the following:
Access to Basic telephone support which provides hardware break/fix
troubleshooting phone support for a Supported Products during business
hours (Monday through Friday from 6:00 AM to 7:00 PM, excluding
regularly observed holidays), with the exception of certain Supported
Products which offer 7 days, 24 hour Basic telephone support. 7x24
access to online Support at www.HucorTechnologies.com.
On-site dispatch of a service technician and/or
warranty parts to Customer’s business location during business
hours (as necessary and according to level of on-site service purchased)
for repairs and resolution necessary due to a defect in materials
or workmanship on the Supported Product.
Supported Products
This list of Supported Products may change from time to time and
the most up-to-date information can be obtained by contacting Hucor
Technologies Ltd. technical support, Hucor Technologies Ltd. Customer
Care or your sales representative. The Supported Product(s) covered
under this Service Description is identified on Customer’s
Hucor Technologies Ltd. invoice. A separate Basic Support contract
must be purchased by Customer for each Supported Product. (For instance,
the printer attached to the supported product is not covered unless
the printer has a separate support contract of its own.) Each Supported
Product will be tagged with a serial number.
On-Site Support
On-site response options vary depending on the type of service Customer
purchased. Customer’s invoice indicates Customer’s type
of on-site response, if any. Provided all applicable terms and conditions
set forth in this Service Description have been fulfilled and Customer
has purchased on-site support, following phone based troubleshooting
and problem determination, the analyst will determine if the issue
requires an on-site technician and/or part to be dispatched. Hucor
Technologies Ltd. will dispatch a service technician to the Customer’s
business location (indicated on Customer’s invoice or Customer’s
applicable separately signed agreement with Hucor Technologies Ltd.)
as necessary. Work may be temporarily suspended if additional parts
or resources are required, but work will resume when they become
available.
Support Procedures
Phone Support
Basic Support is intended for use during business hours Monday through
Friday from 6:00 AM to 7:00 PM, excluding regularly observed holidays,
with the exception of certain Supported Products which offer 7 days,
24 hour Basic telephone support.
1. Before Customer contacts Hucor Technologies
Ltd., have the following information available:
• Service Tag number and/or case number.
• Supported Product's invoice and serial numbers.
• Model number of the Supported Product.
• Current version of the operating system.
• Brand names and models of any peripheral devices (such as
a modem) being used; and
• Description of the problem and any troubleshooting steps
Customer has already taken.
2. Call for Assistance
• Call the Service Support number: 330-219-8301. Call from
a location which includes physical access to the Supported Product
if needed during phone-based troubleshooting.
• Calls to this Support number outside normal business hours
(6:00 AM to 7:00 PM, excluding regularly observed holidays) may
have significantly longer hold times. Customer may need to call
back during normal business hours to experience shorter hold times,
• Provide the Service Tag number and other information as
requested to the analyst. Analyst will verify support level and
any expiration of Services.
• Provide the Service Tag number and other information as
requested to the analyst.
• The analyst will verify the support level and expiration
of service for the Supported Product.
3. Assist with Phone-Based Troubleshooting
• When requested, identify error messages received and when
they occur; what activities preceded the error message; and what
steps Customer have already been taken.
• The analyst will go through a series of standardized troubleshooting
steps over the phone to help diagnose the issue.
• If Customers do not wish or are not able to perform an initial
phone-based troubleshooting, Customers may request an optional on-site
technician. Onsite support is limited by business hours.
Basic Hardware Support Does Not Include:
• Operating system, software or database assistance or support.
• Assistance with configuration, optimization, installation,
relocation, or upgrades.
• Network device configuration, optimization, installation,
relocation, or upgrades.
