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You are here: Home > Tech Support Policy

Tech Support Policy

This page describes Telemetry Solutions's Technical Support Policy (which may be subject to change from time to time without notice). In the text below, "we," "us" or "our" refers to Telemetry Solutions, and "you" or "your" refers to any person (whether a natural person or a business entity) that has purchased an Telemetry Solutions product (or who is acting on behalf of any such person) and who has contacted Telemetry Solutions for any technical support in connection with that product.

Scope

Telemetry Solutions provides technical support only to a single representative of the purchaser that purchase products directly from Telemetry Solutions under a written agreement which expressly requires Telemetry Solutions to provide specific technical support during (all or any portion of) the term of such agreement. If you qualify for receiving technical support from Telemetry Solutions, please refer to the applicable agreement (or any associated documentation provided by Telemetry Solutions) for the proper procedure for reporting and handling any technical issues with your product. Telemetry Solutions reserves the right to decline to provide technical support when; it is obvious that the user has not read the user manuals or followed previous instructions provided by the technical support, user support is required outside Telemetry Solutions' business hours, there is an underpayment, the products' warranty period has expired.

Even if you purchased your Telemetry Solutions product from one of our authorized sales representatives, you should contact Telemetry Solutions directly for technical support. If you contact us for technical support, and you do not qualify for receiving technical support, please note that any suggestions, recommendations, patches, fixes, or any other information or material that we may provide you, are provided AS IS, and Telemetry Solutions assumes no liability whatsoever for any errors or omissions in such information or material.

Regardless of where or how you purchased your Telemetry Solutions product, please note that the following limitations apply to any technical support provided by Telemetry Solutions:

Field Deployment

Under normal circumstances Telemetry Solutions will not have any direct knowledge of the specific condition, configuration or purpose of your particular deployment of the Telemetry Solutions product in the field and, therefore, any technical support that Telemetry Solutions may provide you will be based on (and limited to) a typical deployment of the product (which may or may not be similar to your particular deployment). You may, however, request fee-based support from Telemetry Solutions to be provided in the field. At all times, however, you are solely responsible for the proper configuration, testing and verification of the Telemetry Solutions product in connection with your particular deployment in the field.

Upgrades

Telemetry Solutions, from time to time and in its sole discretion, may make available for download on our website certain software or firmware upgrades for the product. You should periodically visit our website to determine whether any such upgrades have become available. The release notes accompanying any such upgrades are for informational purposes only, and do not constitute a guarantee, warranty or representation by Telemetry Solutions. Although we will make every reasonable effort to ensure that any available upgrade will improve (and not adversely affect) the operation of your product, use of any such upgrade will be at your own election and risk, and you will be responsible for testing and verifying the operation of any such upgrade in your product before use.

Implementation Costs

To the extent you receive any technical support of whatever kind (suggestions, recommendations, patches, fixes, upgrades, etc.) from Telemetry Solutions, you will be solely responsible (and Telemetry Solutions assumes no responsibility) for the costs, expenses and results of implementing any such technical support.

Network Issues

The operation of your Telemetry Solutions product is subject to the coverage, type and grade of wireless service to which you subscribe, as well as any failure, interruption, restriction or limitation in the network operated by your wireless service provider, all of which is outside the control of Telemetry Solutions. Telemetry Solutions does not provide any technical support in connection with any issues relating to the service or network of your wireless service provider.

Consequential Damages

IN NO EVENT WILL TELEMETRY SOLUTIONS BE RESPONSIBLE FOR ANY INCIDENTAL, INDIRECT, CONSEQUENTIAL OR SPECIAL DAMAGES THAT YOU MAY INCUR AS A RESULT OF ANY TECHNICAL SUPPORT PROVIDED BY TELEMETRY SOLUTIONS.

Technical Supprt Hours

Telemetry Solutions will provide technical support to qualified users via email or telephone during its business hours; 7:00am - 3:00pm Pacific Time Monday - Friday except for 7 holidays per year, New Year's Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, the day after Thanksgiving and Christmas Day.

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