Touchline Warranty & Maintenance

Remote Support

Provides unlimited remote support via telephone contact with the Touchline Support Centre, Monday through Friday. Gold Seal Support Centre is staffed between the hours of 8:00AM to 6:00 PM GMT. After hours calls will be routed to voicemail and technicians will be paged.

Remote Support may be used for all customer questions and assistance, including the use or application of videoconferencing systems and system connectivity features. Remote support may also be used for remote diagnostics and troubleshooting. In the event that a failure of equipment occurs or is discovered by the customer, Touchline Support Centre will provide trouble isolation and resolution through diagnostics and the performance of fault isolation procedures (troubleshooting) with the customer.

Replacement

Touchline Support Centre will provide a replacement of covered equipment. Equipment will be shipped at no cost to customer. A return shipping label will be included with the replacement equipment at no cost to the customer. It will be the customer's responsibility to pack the defective equipment in the container that the replacement equipment arrived, place the return label on the outside of the container, and contact either the shipper or the Touchline Support Centre to arrange for pick-up within five (5) business days. NOTE: Please note that if the unit is not sent back within a 21-day period, an invoice will issued to the selling dealer.

If Touchline Support Centre receives the call before 12PM GMT, the replacement unit/part is shipped to the customer location for customer swap, to arrive on the Next Business Day.

International customer delivery schedules are dependent on the countries delivery infrastructure and availability. If Gold Seal Support Centre receives the call after 12PM GMT, the Touchline Support Centre will make every effort to ship product as soon as possible but cannot guarantee Next Business Day arrival.

Critical Spare Components

Inventory critical spare components of standard manufacturer's equipment to support the customer's videoconferencing equipment. Critical components are: components deemed necessary to ensure minimal down time and to allow the ability to effectively conference.

Consumable Parts and Services

Consumable Parts and Services not covered under this agreement, which may be covered on a Time and Material basis are as follows:

• Theft of equipment from customer's site.
• Unreasonable delays in access to the customer site, caused by the customer or customer's agent, which effect repair or replacement.
• Fault in equipment caused by the customer's misuse or abuse, or due to services provided by other vendors, designated service provider.
• Repair of damage caused by "Acts of Nature".
• Customer premise power malfunctions that adversely affect covered equipment performance.

Training

End user training is available throughout the coverage period and will be provided to the Customer on an as needed basis. Training will be scheduled according to the support staff schedules.

24-Hour Video Test Facility

The Touchline Support Centre Test Facility is available to customers 24 hours a day. Please see your documentation for the number.

For more information please download the pdf: Please click here