All complete systems purchased from 10X Communications include our one-year maintenance agreement that covers parts and labor in the event of system failure. Adds, moves or changes are billed at our current labor rate as detailed in the section “Service Charges”. Every contract is customized for the customer that purchases the equipment, however all of our maintenance agreements specifically exclude the following causes of system failures:
a. equipment, including products, components, and other items, not listed on Appendix “A;”
b. consumable items such as batteries, filters, tapes, ribbons, toner, cartridges, bulbs, headsets, coil cords, and station wires;
c. damages or failures resulting from unauthorized repairs, maintenance, additions, deletions or changes to the equipment or it's software (actual or attempted), unauthorized coupling of the Equipment to any other equipment (actual or attempted), or unauthorized relocation of the Equipment (actual or attempted);
d. damages or failures resulting from theft or vandalism;
e. damages or failures resulting from failure of external components such as cabinets, frames, shelves, racks, or mounting hardware;
f. damage or failures caused by conditions beyond Broadview’s control such as inadequate plumbing, wiring, or power supply, power loss or surge, rust, corrosion, infestation, negligence, abuse, misuse, acts of God (including, without limitation, fire, floods, earthquakes, hail, lightning strike damage or windstorm), prior failure to follow manufacturers’ recommended maintenance, improper installation by the Customer or another person, leaking batteries, defective or improper software, transportation.
|Our labor charges as of January 1, 2009 for non-covered service on a system that has an active maintenance agreement is as follows:|
All labor charges are invoiced in ½ hour increments past the first hour charge. There is a one-hour minimum charge on any technical service dispatch. Any dispatch request for a covered service that is not confirmed by a technician may become a billable charge subject to review.
Active customers with an expired Maintenance Agreement
10X Communications will service customers that have been previously installed by us and/or covered by a previous maintenance agreement. This is a policy extension of our maintenance agreement and is subject to Broadview Networks approval and current request queue. Customer must be in good standing with Broadview Networks and not subject to any outstanding collection actions. All service provided are subject to “best effort” response and resolution – there are no response time guarantees. Any response in process may be delayed by a covered customer’s request for service. Under no circumstance is any dispatch under this policy extension covered by any warranty unless the dispatch is a repeat dispatch to correct a previously paid-for service.
|Our labor charges as of January 1, 2009 for non-covered service on a system that is WITHOUT active maintenance agreement is as follows:|
|All labor charges are invoiced in ½ hour increments past the first hour charge. There is a one-hour minimum charge on any technical service dispatch.|