Uptivity Limited agrees to provide the SERVICES and/or deliver PRODUCTS for the Customer as per agreed Scope of Works (SOW) between both parties.
The PRODUCTS and/or SERVICES are only to be used for the agreed CUSTOMER and/or Nominated Partner listed on this Agreement, following Customer’s return of the completed agreement to Uptivity Limited
Uptivity Limited will accept and acknowledge change requests from designated point of contact identified by the customer within agreed scope.
Uptivity Limited will provide hand over session to designated staff identified by customer’s point of contact after the delivery of products and/or services. On-Site, teleconference or specially arranged training can be arranged for an additional cost.
Uptivity Limited shall use commercially reasonable efforts to ensure accurate service (s) delivery according to agreed (SOW) and unless agreed, can only offer limited after sales customer support related to the services within the hours of 09:00 AM-05:00 PM GMT (Monday-Friday) valid after 14 days of services completion excluding unforeseen outages and events of Force Majeure. The technical support team will provide first level system support via telephone, remote access and on-site visits for an agreed cost.
The technical support offered by Uptivity Limited for services does not include issues caused by viruses, worms, Trojans, malicious activity, hacking attempts, server operating system bugs, server updates, software licensing issues and third parties interference and/or disruptions.
Unless support arrangement is in place, Uptivity Limited is not responsible to offer support in an event of services failures caused due to un-supported and un-planned activities carried out by Customer and/or Nominated Partner and/or any other 3rd Parties who have not been identified by the customer in this agreement.
Unless agreed, Uptivity Limited is not responsible for providing support and/or manufacturer warranties on any of the products Uptivity Limited has sold to the customer. The customer must contact the equipment vendor or hardware manufacturer for any after sales support and warranty related issues unless agreed on a separate support contract. Uptivity Limited will however endeavour to replace or repair any Dead on Arrival (DoA) equipment according to manufacturer’s or hardware vendor’s official guidelines and procedures.
Unless agreed, Uptivity Limited is not responsible for managing customer’s Local Area Network (LAN) and Wide Area Network (WAN) infrastructure but will produce the industry standard connectivity test result certificates upon completion of any cabling work agreed in SOW. Uptivity Limited will not take responsibility If the systems are not accessible from any of the terminals or PC’s due to configuration and or firewall issues.
Customer will work with Uptivity Limited technical support team to resolve customer service issues in an expeditious and timely manner.
Uptivity Limited will provide Customer account management services, which are normally and usually provided to customer at no additional cost.
