Userful Support Terms
From Userful Support
Userful Support Terms
Copyright © 2008 Userful Corporation. All rights reserved.
(Updated 2008.07.16)
Contents |
Technical Support
Userful Customer Support's business hours are 8:30am to 5:30pm Monday to Friday MST (North America) excluding statutory holidays.
If your administrator staff, who have been trained in the use and maintenance of Userful's products are unable to resolve your inquiry, they should first try to resolve the issue using information available at support.userful.com. If this online resource fails to provide a solution, these administrators can contact Userful Customer Support.
After Hours Support
Should you require assistance outside Userful's business hours, for fastest response, please communicate your issue via email or web-ticket. The issue will be addressed as soon as possible the next business day. Occasionally there are staff working in evenings or weekends who may be able to attend to your request sooner.
After hours support is available on special request but is not included in your regular support contract and will incur an additional fee.
Incident Alert Levels
Non-Critical Incident Alerts
Userful provides support for reproducible system level problems presented to Userful by designated "administrator" staff contacts. These administrator staff contacts are expected to have read the Product Documentation and Administrator Manuals in the documentation section of our support site. The administrators are expected to have basic knowledge of computer networking and be capable of carrying out basic tasks outlined in Userful's documentation such as making changes to your router and firewall. If you do not have someone on staff able to fulfill these duties, please talk to your Userful sales representative about the training package that comes with your purchase or our "Premium" support services.
Userful does not provide support directly to end-users. Help files and user guides for most of the features included with Userful's products are available on the system or at http://support.userful.com. Our initial staff training should be enough to familiarize your staff with any applications they do not already understand. Many of the applications that come bundled with Userful Desktop are produced by third party vendors who provide support via their websites.
Critical Incident Alerts
Userful will provide a solution or a plan to resolve the incident per the chart below. Unlike most software vendors, Userful has a toll-free technical support number and does not charge per-incident support fees. If you would like more details on our warranty or have questions, please contact your account manager.
Alert Response Levels
| Alert | Definition | Min. Response | Activation |
|---|---|---|---|
| Level 1 | Major malfunction affecting all stations | 4 business hours (with fix or plan to fix) | Call Userful response team (1-866-USERFUL). |
| Level 2 | Severe problem affecting but not debilitating service. | 1-2 business days (with fix or plan to fix) | Report a problem via support.userful.com. Escalate to the Userful response team as necessary. (1-866-USERFUL) |
| Level 3 | Minor problem or error affecting a small class of users.
| 5 business days (with fix or plan to fix) | Report a problem via support.userful.com. |
| Level 4 | End user problem with one of DiscoverStation's bundled applications or a configuration change request. | 7 business days (with response, fix or plan to fix) | Report a problem via support.userful.com. |
Feature & Enhancement Requests
Suggestions for features and enhancements are always appreciated and carefully considered and may be incorporated into future releases. If suggestions relate to a third party application, Userful may forward these to the application vendor. If you require a specific new feature on a specific schedule, you can accelerate the process by engaging our custom development team.
Hardware Support
If you have purchased your hardware through Userful, depending on the date of your purchase you will have purchased Userful's own hardware support or hardware support through Userful's partner, Source Support which offers onsite hardware support. For deployments covered by Source Support, see Source Support Hardware Support for details. (Your invoice will clarify which hardware support program you have). The hardware support terms below cover only purchases that included hardware support direct from Userful.
Hardware Support Direct from Userful
Userful will replace defective hardware components sending replacement hardware via standard ground delivery. The customer is responsible for returning the defective part within 15 business days. Hardware support covers manufacturing defects during normal use. It does not include accidents, abuse, misuse, theft, or damages caused by power surges. Please contact your Userful representative for advice on how to protect against theft, abuse, accidents or electrical power issues. All computers must be connected to a Userful-approved model of UPS to avoid damage due to unstable power or power surges.
Should you be unsure of the cause of your outage, and whether it's covered, you can arrange for Userful to send a replacement for use during the time it takes to return the components to our office for testing. If the issue is covered by the warranty, you can continue to use the replacement parts at no charge. If it is not covered, or the component is not defective, the cost of shipping and the unit replacement price will be charged.
Support for Hardware Peripherals
All computer components purchased from Userful (including keyboards, mice, cables and powered hubs) come with 1 year RMA support. All monitors purchased from Userful come with Manufacturer’s warranty.
No-Worries Replacement Warranty
(Overnight replacement for defective central computers.)
For Multi-User Computers purchased from Userful, we offer a "No Worries Replacement" option for overnight shipping of a replacement central computer. All other replacement parts will be sent out Standard Delivery.
For next day service, the Userful support team must have diagnosed the problem as a supported hardware failure and issued a replacement request shipping order by 12-noon MST. To find out whether you are located within overnight shipping distances, you can visit http://www.fedex.com/ratefinder/home (Userful's Shipping Department is located in Calgary, Alberta, Canada, Postal Code T2P 0V5).
Should you wish to keep a "stand by" computer box on site, you can arrange with your Userful representative to have an extra box on site at a reduced cost.
Customers with systems still on Complete Support will continue to receive Next Day delivery (where available) for defective hardware components for urgent issues (including all Level 1 Alerts see below for details on Alert Levels).
Userful Desktops Without Hardware Support
Because Userful is a service company, we do not allow the option of customers running Userful Desktop without a minimum of a current Software licensing, support and maintenance contract. For Userful Desktops with expired hardware support or running on hardware purchased from a vendor other than Userful, Userful continues to provide software support, licensing, and software updates. The customer is responsible for all hardware.
Note that if you wish to run Userful Desktop on hardware purchased from a vendor other than Userful, you should verify the make and model of your hardware works with Userful Desktop either with a test install or by speaking to your Userful Representative.
