|
|
|
Active Maintenance Agreement customers
All PBX systems sold by Broadview Networks include our
one-year maintenance agreement that covers parts and labor in the event
of system failure. Adds, moves or changes are billed at our current labor
rate as detailed in the section “Service Charges”. Every contract is
customized for the customer that purchases the equipment, however all of
our maintenance agreements specifically exclude the following causes of
system failures:
a. equipment, including products, components, and other items, not listed
on Appendix “A;”
b. consumable items such as batteries, filters, tapes, ribbons, toner,
cartridges, bulbs, headsets, coil cords, and station wires;
c. damages or failures resulting from unauthorized repairs, maintenance,
additions, deletions or changes to the Equipment or it's software
(actual or attempted), unauthorized coupling of the Equipment to any other
equipment (actual or attempted), or unauthorized relocation of the Equipment
(actual or attempted);
d. damages or failures resulting from theft or vandalism;
e. damages or failures resulting from failure of external components such
as cabinets, frames, shelves, racks, or mounting hardware;
f. damage or failures caused by conditions beyond Broadview’s control
such as inadequate plumbing, wiring, or power supply, power loss or surge,
rust, corrosion, infestation, negligence, abuse, misuse, acts of God
(including, without limitation, fire, floods, earthquakes, hail, lightning
strike damage or windstorm), prior failure to follow manufacturers’
recommended maintenance, improper installation by the Customer or another person,
leaking batteries, defective or improper software, transportation; or
g. repairs or replacement necessitated by defects that existed prior to the
Effective Date, including, but not limited to, repairs or replacement of hardware,
software and firmware, as well as all other electronic equipment or components,
resulting from the failure or inability of the Equipment to correctly recognize, process,
interpret, distinguish, or accept date data related to the century change or data field
recognition of a century change prior to, during or after calendar year 2000 A.D.
A full version of the included maintenance agreement may be
downloaded by clicking here.
|
Service Charges
|
|
Our labor charges as of January 1, 2009 for non-covered service on a system that
has an active maintenance agreement is as follows:
|
|
|
All labor charges are invoiced in ½ hour increments past
the first hour charge. There is a one-hour minimum charge on any technical
service dispatch. Any dispatch request for a covered service that is not
confirmed by a technician may become a billable charge subject to review.
|
Active customers with an expired Maintenance Agreement
Broadview Networks will service customers that have been previously installed
by us and/or covered by a previous maintenance agreement. This is a policy
extension of our maintenance agreement and is subject to Broadview Networks
approval and current request queue. Customer must be in good standing with
Broadview Networks and not subject to any outstanding collection actions.
All service provided are subject to “best effort” response and resolution – there
are no response time guarantees. Any response in process may be delayed by a
covered customer’s request for service. Under no circumstance is any dispatch
under this policy extension covered by any warranty unless the dispatch is a
repeat dispatch to correct a previously paid-for service.
|
Service Charges
|
|
Our labor charges as of January 1, 2009 for non-covered
service on a system that has an active maintenance agreement is as follows:
|
|
|
All labor charges are invoiced in ½ hour increments past the first hour charge.
There is a one-hour minimum charge on any technical service dispatch.
|
|
|
|
