Unless otherwise agreed, Racklive will normally respond to telephone or email requests for Services by telephone or via email within four (4) business hours (8 am to 5 pm PST M-F) of the request, during the Contract Hours.
Racklive will do telephone diagnosis or bring the system back to Racklive site for diagnosis. Depending upon the nature of the problem, diagnosis may take upto 72 hours. After diagnosis replacement parts will be sent to customer location by the next business day, subject to availability of parts. To fix the system, the technician will be scheduled for arrival at customer site within 24 hours of the replacement part availability or the system will be brought back to Racklive site for depot repairs. The technician onsite will replace the hardware diagnosed to be failed only with the replacement of parts, no OS level support is provided.All defective parts shall become the property of Racklive after they are replaced by non-defective parts. The replacement part may be new, refurbished, or serviceable, that are functionally equivalent to new parts and may be from sources other than the original equipment vendor. The customer will pack all part(s) in boxes received from manufacturer and will be ultimately responsible for shipping the parts back to Racklive. It is not the responsibility of the technician to ship the parts back to Racklive.
It will be the customer's responsibility to provide adequate working space and reasonably acceptable working environment to the on-site engineer. The on-site engineer will not be held responsible for any damage that he may directly/indirectly cause to customer's property during his visit. However, the engineer will make every effort to solve the hardware problem without causing any damage of any kind to existing infrastructure.
Racklive may, at its sole discretion, invoice the Customer for parts, labor, and freight charges for service calls, which do not fall under the scope of the On-site warranty contract. Racklive will make reasonable efforts to provide advance notice to Customer, when possible, that work performed may fall outside the scope of their contracted Services and therefore generate an invoice for additional services. Examples include, but are not limited to:
- Problems generated by hardware not covered under the service contract
- Software related calls
- Calls generated by operator errors rather than defective hardware
- Power surge, or lightning damage
- Damage caused by improper use or handling
- "No-Trouble-Found" calls - problem is caused by cables extending throughout the building connecting the terminals and printers, phone lines, defective SPS/UP systems, defective tapes or diskettes, or other problems, which should have been screened by the Customer
- Preventive maintenance services
Racklive will not arrange to have an engineer dispatched to customer site for replacement of front-removable hard drives. Customer will be expected to have the ability to swap front-removable drives on his own. Also, the on-site warranty covers only hardware and will not involve re-loading OS or other software services. However, such services may be available at an additional fee.