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User’s Guide – version 1.6 NetWatch
9
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 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.