UD/Support Terms
From Userful Support
Userful Desktop Support Terms
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Copyright © 2008-2010 Userful Corporation. All rights reserved.
(Updated 2010.1.14)
Contents
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Introduction
The following support terms are for customers who purchase Userful Desktop directly from Userful. Also note that Userful Multiplier's support terms can be found here: Userful Multiplier Support Policies.
Support
Technical Support
Userful Customer Support's business hours are from 8:30am to 5:30pm Monday to Friday MST (North America) excluding statutory holidays.
If your administrator staff (those 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 of Userful's business hours, to ensure the fastest possible 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 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
Premium Service: Spare in the Air Support
"Spare in the Air" Hardware Support is Userful's premium hardware support service.
Valid for a full three years, it is available for any central computer purchased from Userful. "Spare in the Air" Support must be purchased at the same time as the central computers it covers. Userful's hardware support begins on the date the hardware is shipped.
How Spare in the Air Support Works
If a problem is encountered with a central computer (see Note below), the customer should immediately contact Userful Support for troubleshooting. If the problem is hardware related, Userful will contact the manufacturer for a Return Merchandise Authorization (RMA) number for return of the defective system. Under the "Spare in the Air" warranty, Userful shall arrange for a replacement machine to be sent to the customer by the manufacturer. This replacement system (which may be refurbished, but of similar specifications and value) will be shipped via FedEx overnight service where available. If Userful's hardware manufacturer issues an RMA number before 1PM EST, the replacement product will be shipped out the same day. Otherwise it will be shipped out the next business day. There is no cost for the replacement product to be shipped to the customer.
When the replacement computer arrives, the customer is responsible for inspecting the shipment before accepting the package. Should the shipping container or Shock-Watch seals be damaged, the customer must refuse shipment for the damaged goods and Userful Support must be informed immediately.
If the package arrives in good condition, with no damage and the Shock-Watch seals intact, the box must be unpacked carefully so that the same packaging can be used to ship the defective computer to the depot. The customer should deploy the "Spare in the Air" computer immediately and ship the defective system in the replacement packaging, along with all necessary documentation, to the address provided at the time of RMA:
For customers in the United States, when the RMA number is issued, Userful will also provide an address in New York State for return shipping.
For customers in Canada or Overseas, when the RMA number is issued, Userful will also provide an address in Montreal, Canada for return shipping.
Important Notes about Spare in the Air Support
Customer Responsible for safe return of Defective Equipment
The customer will bear the return shipping cost, any customs or tariffs, and compulsory insurance to cover the cost of the unit to the address provided. Should the defective computer not be received within 15 days of the customer's receipt of the replacement computer, the customer will be invoiced for the cost of the replacement computer. If the customer anticipates a delay in the arrival of the defective system, the customer must inform Userful Support immediately and request an extension.
Limit on Number of "Spare in the Air" Replacements
Userful's "Spare in the Air" Support covers up to a maximum of three (3) separate replacements per central computer. After three replacements, any future service calls are covered under Return to Depot RMA support for the remainder of the three year warranty term.
Exception for DOA Computers
Any new central computer for which an Return Merchandise Authorization (RMA) is issued within 5 business days of arrival will be considered "Dead on Arrival" (DOA) and Useful will ensure that the equipment manufacturer covers the cost of return shipping. DOA service incidents will not be counted as one of the three permitted service calls before the "Spare in the Air" Support reverts to Return to Depot Support.
Standard Service: Return to Depot Support
Return to Depot or RMA Support is Userful's Standard service. All central computers purchased from Userful come with at least 1 year of Return to Depot Support. Userful's hardware support begins on the date the hardware is shipped.
How Return to Depot Support Works
If the customer experiences failures with Userful Hardware (see Note below) under the Return to Depot RMA Support, the customer must contact Userful Support for troubleshooting and comply with any requests to test and identify the source of the failure. If the failure is determined to be caused by a hardware failure due to manufacturer's defect or normal wear and tear, Userful will issue a Return Merchandise Authorization (RMA) number for return of the defective system. The customer must return the system using the original packaging (or equivalent), at the customer's expense (including any applicable tariffs and mandatory insurance) to an address in Montreal, Canada which will be provided at the same time as the RMA number.
Any hardware issues will be promptly addressed and the central computer will be returned to the customer via regular shipping.
Important Notes about Return to Depot Support
Should the customer fail to disclose relevant information related to a suspected hardware failure, or if the failure is found to be caused by abuse or neglect, the customer shall be responsible for all related costs including shipping, hardware components, administration, customs or tariffs. The customer is responsible for ensuring that they understand and comply with all requests from Userful Support for testing, diagnostics and technical support.
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.
Other Forms of Hardware Support
For central computers covered by Source Support, see Source Support Hardware Support for details. (Your invoice will clarify which hardware support program you have). If your invoice or quote states that you purchased hardware support delivered directly by Userful, see Hardware Support Delivered Directly by Userful.
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.
Note
None of Userful's Hardware Support services cover acts of God, vandalism, 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.
