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| Support for Caption Mic and Caption Wrap |
The following outlines ULTECH’s technical support policy. All ULTECH Caption Mic products come with 30 days of free support. After 30 days, ULTECH offers a paid technical support plan.
Preamble
As products become more sophisticated, they require greater levels of support for the typical user. In some cases, the customer is able to provide their own support, in other cases the product manufacturer provides the support. A customer’s own support may come from an internal IT department, or from any employee willing to read and understand the user manual. In either case, technical support represents a cost to whoever is providing the support (customer or manufacturer). ULTECH’s paid support policy is designed for those customers who prefer to have the manufacturer handle technical support issues.
What is included in support
- Telephone support during the hours of 8:00 AM to 5:00 PM EST, Monday thru Friday, holidays excluded
- E-mail support with a response coming within 24 hours
- Free maintenance software releases
- Selected functionality software releases
- Documentation updates
- Extended warranty for ULTECH hardware products (covers labor only)
What is excluded
- Major software releases
- On-site support
- Replacement parts
- Training
- Reimbursement for third party troubleshooting or support services
- Troubleshooting/support for non-ULTECH hardware and software
- Troubleshooting/support for PC/notebook hardware
- Extended technical advice
- Other services beyond standard troubleshooting and problem resolution
Cost
10% of original list price renewed on an annual basis. Technical support fees are due in advance of support period and are non-cancelable and non-refundable. The support contract is valid for 12 months from date of inception.
No Support Agreement – pay as you go
If you do not wish to purchase a support agreement and you need technical support after 30 days, you will be charged at a rate of $25.00 for the first 15 minutes, and $16.00 for each 10 minute block after that.
NOTES:
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Minimum charge is $25.00
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Blocks are not prorated, i.e. time spent is rounded to the next highest block. For example, a 22 minute call will consist of the initial 15 minute block and a single 10 minute block.
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